Safety notice for woom ORIGINAL 6 (2016–2020) and woom OFF/OFF AIR 5 & 6 (2019–2020) Does it affect your bike?

Dear woom rider and family,

Safety will always be our top priority, which is why we're informing you about the voluntary safety notice we are issuing that affects some of our woom ORIGINAL 6 bikes (26") from model years 2016–2020 as well as some woom OFF and woom OFF AIR models in size 5 and 6, sold in 2019 and 2020.

This safety notice does NOT affect the following: all woom OFF and woom OFF AIR bikes in size 4, all woom ORIGINAL bikes in sizes 1–5, all woom ORIGINAL 6 bikes that entered the market pre-2016 or in 2021 onwards. The following models are also entirely unaffected: woom EXPLORE, woom NOW, woom UP.

There is a slim chance that the cranks on these models can fatigue and break, which could result in a crash. Despite the risk being small, we are requesting that owners of the affected woom ORIGINAL, woom OFF or woom OFF AIR please refrain from riding their bikes until the cranks have been replaced by a specialist.

Compare your bike to the photos to see if it is impacted by this notice and therefore needs replacement cranks.

●  Step 1: Use the Online Crank Checker to identify if your bike is affected.

●  Step 2: If yes, order the newest woom crankset* for free.

●  Step 3: Find your nearest woom dealer using our >> retailer search function and make an appointment to get your cranks replaced for free.

Please note that the process is slightly different for USA and UK:

If you are from the US: Please check your local FAQs here.

If you are from the UK: Use the Online Crank Checker to find out if your bike is affected. If your bike is affected, please contact our customer service at productsafetyEU@woom.com.

If there are no woom dealers in your local area, you can have your cranks replaced in any reputable bike shop or service center. However, you will need to pay upfront (approximately 35 Euros) if you rely on the services of a non-woom dealer and we will cover the cost afterwards. You can claim back the cost of this service by emailing our customer service team at productsafetyEU@woom.com . You'll be sent a link where you can upload the receipt and insert your bank details. Once we've checked those over, you'll be reimbursed.

Once you've placed an order for a new crankset, you'll receive an email confirmation, plus details on how to get your cranks replaced for free at a participating woom dealer.

For more details on the crank safety notice, take a look at the below FAQ for answers to the most common questions as well as useful tips and links. Any further questions? Contact us at productsafetyEU@woom.com.

Please accept our sincerest apologies for this inconvenience.

Thank you for your trust and support on this matter!

Your woom team

* Note: The crankset consists of 2 crank arms, 1 black aluminum chainring, and 1 black aluminum chainring guard. The replacement cranks have a woom-specific design and are only compatible with the woom ORIGINAL 6, woom OFF and woom OFF AIR. They are not compatible with other bike brands.

FAQ

Crank Safety Notice – woom OFF/OFF AIR 5 & 6 and woom ORIGINAL 6

• What's the safety notice regarding the cranks all about?
• What are the cranks?
• How serious is the risk?
• Are all woom bikes affected?
• How can we find out if our woom bike is affected?
• How can we replace the cranks on our woom bike?
• We have more than one affected woom bike. How can we order the cranks?
• When can my child ride their woom bike again?
• We bought our woom bike used. Could it be affected?

1.   What's the safety notice regarding the cranks all about?

There's a slim chance on the following models that the cranks could develop fatigue and break: 2019–2020 woom OFF/OFF AIR 5 (24") & 6 (26") and the 2016–2020 woom ORIGINAL 6 (26"). The reliability and safety of our bikes is our top priority. But at the same time, we're also totally committed to providing a quality product that multiple children can ride safely over a period of many years. This is why we are electing to take this safety measure and replace all the cranks on these models for free.

For your rider's safety, please refrain from using their bike until the cranks have been replaced.

2.   What are the cranks?

The cranks, which are part of the crankset, are the two levers that connect the pedals to the chainring and transfer the power from the rider's legs.

3.   How serious is the risk?

The probability of the cranks breaking is slim. The risk of fatigue cracks developing, however, is increased under heavy use, such as on steep climbs or when descending out of the saddle.

For your child's safety, we recommend not using their bike until the cranks have been replaced by a specialist.

4.   Are all woom bikes affected?

No, this safety notice only affects a very small number of woom bikes: the woom OFF & OFF AIR 5 & 6 mountain bikes from 2019–2020 and the woom ORIGINAL 6 from model years 2016–2020. The affected cranks are easy to recognize:

5.   How can we find out if our woom bike is affected?

The affected cranks are easy to recognize. You can refer to the photos on our Online Crank Checker to see if they match the cranks fitted on your bike. If yes, the Crank Checker will then prompt you to order a free replacement set.

Here's how it works:

●  Step 1: Use the Online Crank Checker to identify if your bike is affected.

●  Step 2: If your bike is affected, order the new woom crankset*.

●  Step 3: Find your nearest woom dealer using our >> retailer search function and make an appointment to get your cranks replaced for free.

If there are no woom dealers in your local area, you can have your cranks replaced in any reputable bike shop or service center. However, you will need to pay upfront (approximately 35 Euros) if you rely on the services of a non-woom dealer and we will cover the cost afterwards. You can claim back the cost of this service by emailing our customer service team at productsafetyEU@woom.com. You'll be sent a link where you can upload the receipt and insert your bank details. Once we've checked those over, you'll be reimbursed.

* Note: The crankset consists of 2 crank arms, 1 black aluminum chainring, and 1 black aluminum chainguard. The replacement cranks have a woom-specific design and are only compatible with the above-mentioned woom models. They are not compatible with other bike brands.

6.   How can we replace the cranks on our woom bike?

Changing the cranks requires special tools and must be carried out by an authorized woom dealer not only for the safety of your child, but also to ensure compliance with your warranty and guarantee.

7.   We have more than one affected woom bike. How can we order the cranks?

In this case, please contact our customer service team directly at productsafetyEU@woom.com.

8.   When can my child ride their woom bike again?

Their bike can be ridden safely once the cranks have been replaced by a bike shop.

Even though the probability of the cranks cracking is low, we strongly recommend refraining from using your bike until the cranks have been replaced by a specialist.

9.   We bought our woom bike used. Could it be affected?

Yes, even prior-owned woom bikes could be affected if they are a 2019–2020 woom OFF/OFF AIR 5 & 6 or 2016–2020 woom ORIGINAL 6. Please use our Online Crank Checker to identify if your woom bike is affected. Even if you don't know what year your second-hand woom bike originates from, the Online Crank Checker will allow you to easily determine if your cranks are affected or unaffected.