Reply from DIY Carbon BikesMar 6, 2026
Hey Christian,
I know we have stayed in communication and have resolved the issue but I want to respond to provide more details around your experience.
First, we are very sorry that your frame had a separation issue at the bottom bracket, that is an extremely rare event, so I am sorry you had that experience.
We see that you originally applied for your warranty in June and your warranty was approved. However, you had a custom painted frame you wanted replaced in the same color and we let you know that your specific paint was no longer produced but could be custom made with a longer wait in the paint queue that could take months. You agreed to that longer waiting period, but eventually came back in December and requested the UD matte frame.
Once you requested the UD matte frame we immediately processed your order and offered you a local frame from the USA but realized you were international and that would take longer to get to Australia. So, the frame entered the normal process to prepare and ship but because of the slightly slower time during the holidays you requested a refund.
We were able to cancel the frame for you and immediately processed the refund, but we were informed that PayPal denied the refund because of the longer time period from the original order. You then provided us with all the information we needed as you provided us with your personal PayPal on February 23 and we refunded you on February 25th.
We are very sorry this was a longer process, but we were trying to work with you to get you the exact frame replacement you wanted which did delay the process, and there were also times we had to wait on information from you to get things processed for you.
After your refund we noticed that there was a review that did not include all of the information and the resolution of your situation so we requested an update before we responded. Thank you for the update, but we did want to clarify some of the circumstances surrounding this and let customers know that this is not a typical situation and that we handle issues swiftly.
We are very glad you have been refunded and this issue is resolved. Feel free to let us know if there is anything else you need from us,
Thanks,
DIY Carbon Bikes