Warranty Claims
If something’s wrong, we’ve got you.
However good our suppliers are, the occasional defect slips through. If you’re the unlucky one, here’s exactly what we cover, what we don’t, and how to file a claim. Most cases are resolved quickly.
What we cover
Manufacturer defects only — unintended deformities in the product caused by production faults. Any genuine manufacturer defect is covered under our Warranty Policy, no questions asked, in one of two ways:
- One-to-one exchange if the defect is found on an unused product.
- Free parts replacement if the defect is discovered after using the product.
What we don’t cover
The warranty doesn’t apply when the issue falls outside genuine manufacturer defects. Specifically:
- Damage from wear and tear or negligence.
- Continued use of the product after the defect was discovered.
- Small, inconspicuous scratches or markings caused by packing and shipping.
- Scratches and markings that don’t affect the product’s intended function.
- Products that are within the manufacturer’s tolerance to perform their intended use.
- Failure of functions that were never marketed on the product.
- Failure of functions used outside the product’s intended use.
- Products not purchased from Inlinex.
- Products with an expired warranty period.
- Damage caused by mishaps or accidents while using the product.
A list of the most common issues that are not claimable (loose bolts, frame play, wheel inconsistency, etc.) is in our Common Issues on New Inline Skates guide — worth a 2-minute read before filing a claim.
How to file a warranty claim
Three quick steps:
- Keep your receipt or order confirmation handy. Lost it? WhatsApp us with your name and contact number — we retain sale records for at least 2 years.
- Fill in the warranty-claim form with the issue, photos, and your order number.
- We review and reply as quickly as possible.
How long assessment takes
Most cases are resolved within a few working days. Some claims take longer because:
- We may need time to determine whether the issue is a manufacturing defect or another cause (wear, mis-use, etc.).
- For trickier cases, we may need to check with the brand manufacturer for further instructions before we can act.
We’ll keep you posted via WhatsApp throughout the assessment so you’re never left wondering.
If you disagree with our decision
This is the tricky part. If we’ve assessed the claim and decided it isn’t covered, and you think we’re wrong — just WhatsApp us (button at the bottom-left). We’ll work with you to resolve it amicably.
We’ve achieved close to 100% acceptable service recovery to date, so don’t worry — we’re not in the business of fighting customers.
Questions before you file? We’re on WhatsApp
Click the WhatsApp button at the bottom-left of any page.
Live chat 11am–8pm SGT, daily.
Warranty FAQ
What counts as a manufacturer defect?
A manufacturer defect is an unintended deformity caused by a production fault — for example: a misaligned frame mount, a delaminated boot shell, an off-centre bearing seat, or a casting/moulding fault that affects how the product functions. It does not include cosmetic blemishes from packing/shipping, normal wear, or damage from use outside the product’s intended purpose.
How long does a warranty claim take to process?
Most cases are resolved within a few working days of submission. Claims that need brand-manufacturer input (rare cases, structural failures, complex defects) can take 1–3 weeks because the brand has to assess the issue too. We’ll keep you updated on WhatsApp throughout.
What if I’ve lost my receipt or order confirmation?
Not a problem — WhatsApp us with your name and contact number. We retain sales records for at least 2 years and can usually pull up your order within a few minutes.
Can I claim warranty if I bought the product elsewhere?
Inlinex’s warranty only covers products purchased from Inlinex. If you bought it from another retailer, please go through them — they’ll have your sale record and the same access to brand warranty channels we do.
How long is the warranty period?
The warranty period is set by the brand manufacturer and varies by product category. WhatsApp us with your order number and we’ll confirm the exact period for your item.
My product has a small scratch or marking. Is that covered?
Probably not. Small, inconspicuous scratches or markings from packing and shipping — or scratches that don’t affect the intended function of the product — aren’t covered. If the marking does affect function or is clearly out of the ordinary, file a claim with photos and we’ll take a look.
I crashed / had an accident with the product. Am I covered?
Unfortunately not. Damage caused by mishaps or accidents during use is excluded from warranty. We can still help you source replacement parts (often at favourable prices) — WhatsApp us and we’ll quote.
Do I need to ship the product back to Inlinex for assessment?
For local Singapore claims: usually yes, so we can inspect the product in person. For international claims: photos and a video are often enough; we’ll only ask for the unit to be shipped back if the brand needs to inspect it. Buyer covers shipping fees to Inlinex; we cover the return.
What if you decide my issue isn’t covered but I disagree?
WhatsApp us — we’ll work with you to resolve it. We’ve achieved close to 100% acceptable service recovery to date, so don’t worry. Bring evidence (photos, video, context) and we’ll re-assess together.
Can I get a refund instead of a repair or exchange?
Warranty resolutions are usually a one-to-one exchange (unused product) or free parts replacement (used product). Cash refunds aren’t a default warranty remedy — but if a suitable replacement isn’t available, we’ll work out store credit or another fair solution case-by-case.
Google Reviews
