I STRONGLY recommend against paying the premium for their frames. The company's warranty is a sham and their internal policies directly violate the terms set in place by the creditors they work with. People should definitely be informed of this before buying from them. The following is a summary of my personal experience with Winspace. I can't speak for everyone but I am certain more people will lose out if Winspace is not held accountable.
I ordered a frame from Winspace which arrived with visible damage — specifically, a large piece of carbon chipped out from inside the bottom bracket shell. I raised the concern but Winspace repeatedly ignored the actual issue I described, instead responding to a different, less severe cosmetic mark I had not mentioned. Even after I clarified the concern multiple times, they never directly acknowledged it.
Eventually, they agreed to an exchange — but only if I paid an additional $200, despite the product being new and under their stated 3-year warranty. I paid the fee in hopes of a timely resolution. They gave an estimated turnaround of 20–30 days.
When I returned the original frame, the situation worsened due to Winspace's shipping errors. They misclassified the package on the international invoice as a “sample” instead of a “return” and under-declared the value by over $1,000. As a result, the package was flagged and held in customs in Shenzhen, for two weeks. I noticed the tracking had stalled and asked Winspace to resolve it, but received no response. When I contacted UPS directly, I learned Winspace had not followed up. After 11 days in limbo, the tracking was updated to say the package was "undeliverable" and would be "disposed of, in accordance with local guidelines." Only then — when I sent them a screenshot of the tracking— did Winspace act to resolve the issue. Ultimately, the package sat in a Shenzhen warehouse for a full two weeks and took three weeks total just to make it back to them (10 days later than UPS's original ETA).
Five weeks after the initial purchase, I let Winspace know — in writing — that if they had not shipped the replacement frame by the end of the following week, I would file a dispute. They did not respond to this message or make any effort to meet that deadline. I filed the dispute around the 50-day mark to protect myself from losing the ability to do so (my credit card gives me 60 days from the charge date to file a dispute).
Once the dispute was open, Winspace told me — multiple times — that they would not ship the frame unless I canceled the claim. Even when they claimed to have shipped it, it turned out they had only created a label and were still withholding the package until I canceled the dispute. This was blatantly coercive and dishonest, not to mention, a violation of their merchant terms of service with Visa.
As of right now, I still do not have the frame and they are still refusing to ship it unless I cancel the dispute. This is all despite my pointing out to them that this will result in higher penalties for them because it changes the dispute from being classified as “late order” to “merchant misconduct.”
TLDR: I was sold a damaged product, charged extra for a warranty-covered exchange, misled about shipping timelines, ignored when I tried to set clear expectations, and ultimately had my purchase held hostage in an attempt to force me to give up my consumer protections. This has been the worst online purchasing experience I’ve ever had.
