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Customer Service
Returns
Easy and quick online registering of your return
A refund in 5 working days.
Register products for return
Processing time of your return
Occasionally the Track and Trace information shows that we have received your return while you have not yet received a confirmation email from us. We try to process your return within 48 hours. With the exception of Saturdays and Sundays.
When can you not return a product?
Products with visible traces of use (used, worn and/or washed), missing parts or with missing / damaged original packaging. In this case we will return the product to you.Returning a bike?
It is not possible to return a bike by normal parcel post. Contact our customer service by phone and we will arrange for your bike to be picked up by our carrier. You can also return your bike in one of our Superstores. Read more at How do I return a bike?| Parts & Accessories | Free |
| Bike | Free |
Return costs from 1 September 2024
From 1 September 2024, we have introduced return costs for accessories and parts as well as bikes. Returning a product is only free of charge if the return takes place at one of our Superstores.Parts & Accessories
Parts and accessories can be returned by regular parcel post. Opt for the return label when you register your return online. You will receive the return label by email as soon as you register. Of course you may also return parts and accessories using another carrier. In that case you pay the shipping costs yourself. You can also return your product within 30 days in one of our Superstores. You do not need to register in advance, but make sure to bring your proof of purchase with you.Bike
Returning bikes through our carrier is possible, please contact our customer service by phone and we will arrange for your bike to be picked up by our carrier.Returns are complex and costly. For example, consider:
- Shipping costs
- Inspecting returned products
- Repackaging products for sale
- Adding the product back to our warehouse stock
We at Mantel pay most of the costs of the return process, but from now on we do ask that our customers pay a small fee for returns.
Our ultimate goal is to receive no returns at all, because that means we've sent you the right product the first time. To achieve this, we do our utmost to give you the best possible information via our product information, sizing advice and selection guides. Plus, you can help us by leaving feedback on your returns as well as leaving reviews, so we can make our product information even better.
Do you want to return a product without paying any return costs? You're always welcome to return or exchange your purchase in our shops, free of charge.
Will I have to pay for my return if I receive the wrong product?No, if we make a mistake and send you something you didn't order, we of course won't charge you a return fee. Did you order the wrong product, for example because you misread the product information? Of course that can happen sometimes, but in that case we will ask you to pay the return fee.
Will I be charged a return fee if I receive a damaged, broken or incomplete product?No, of course not. If we make a mistake, we won't charge you a return fee.
Parts and accessories purchased at Mantel can be returned within 30 days. You can return a product free of charge in the store or send it back to us for return..
Return to our Superstores
- Bring your purchase to one of our Superstores.
- No need to register beforehand.
- Do bring your proof of purchase.
- You will be refunded immediately or you can offset it against the purchase of another product.
Return shipping
- Register the product online as return and receive a return label
- Log in with your order number and the email address used to register your Mantel account.
- Did you receive a receipt when you bought it and would you like to return it? This can be done in the store or by contacting our customer services.
- After registering online you will receive the registration confirmation with shipping instructions and the return label by email.
- Your return will be processed within 48 hours after arrival in our warehouse. This excludes Saturdays and Sundays.
- After your return has been processed, the amount to be refunded, minus the return costs, will be credited to the payment method you used to pay for your order within 3 working days.
Have you taken your bike on its first test ride, but you're not happy with it?
Then call our Customer Service department within 30 days of purchasing your bike.
We’ll register your bike for return. With returns there are two options:
- Drop your bike off at the service counter in one of our Superstores. Bring your return order number with you.
- Within 5 working days we’ll assess the bike and process a refund. You’ll receive a confirmation email from us once we’ve processed your return.
- You can also use Mantel's return service while you're still at the store. If you choose to do so we'll make sure you're going home with a different bike that you are happy with. Read more here about Mantel’s Exchange Service.
- Extra@Home will contact you to schedule a pick-up time for your bike.
- If the pedals are on your bike, remove them. Turn your bars 90 degrees, as they were when you received the bike.
- Extra@Home will supply a box and protective packaging for transport.
- Once we receive your bike from Extra@Home, we’ll assess it and process a refund. The return costs will be deducted from the amount to be refunded. You’ll receive a confirmation email from us once we’ve processed your return. We’ll make sure that you have your money back within 5 working days of receiving your return.
Used the bike for a couple of rides but not happy, still within 30 days?
If you’ve taken your bike for a couple of rides and feel that it’s not really what you were looking for, that’s no problem. In that case, you cannot return the bike for a refund, but you can make use of our exchange service. You can call our Customer Service department or you’re welcome to come to any of our Superstores to make use of Mantel’s Exchange Service.
- You can register your product for return up to 30 days after the invoice date of your purchase;
- You can return the product if it is complete, unused and undamaged and in its original undamaged packaging (where possible);
- You can return your product if it is not listed in the exceptions.
- When buying a combo offer or a bundle product, for example a wheel set with free tyres or a cycling jersey and shorts, you can only return the bundle to us.
- '30 days money guarantee': products to which this applies can be registered for return up to 30 days after purchase, even if you've used and tested the product. You will receive your purchase amount minus the return costs. This only applies to products that state '30 day money back guarantee' on the product page.
- Guaranteed Fit: applies to all our cycling shoes. You can try on your new cycling shoes for 30 days without any obligation. Not satisfied? Then you get your money back! The condition is that the cycling shoes you return must still be wearable and saleable. So a little mud and marks caused by cleats that have been mounted onto the shoes are on problem. When returning your shoes think to yourself: would I still buy these shoes if I spotted them in a sales bin with a nice discount?
If you return a product that does not meet the above conditions, we will send the product back to you. In some cases we may decide, after reviewing the product, to offer you our 80% return policy. This means that we take the product back and we refund 80% of the purchase price to you.
There are also products that we cannot take back:
- Products and accessories that have traces of usage or have been mounted. For example, you can't mount your new groupset on your bike and return it afterwards.
- With the exception of the products covered by 'Guaranteed Fit' or '30 satisfaction guarantee'
- Products or accessories with missing or damaged original packaging.
- Products or accessories where the software seal is broken. You can turn on your bike computer and see how beautiful it all looks. You cannot enter your data or cycle with it and then return it.
- Clothing: always pay attention to hygiene when trying on your new clothing. Do not try on trousers without underwear on and make sure that no sweat, (animals/human) hair, skin flakes or other dirt remains in clothing. Do not wash the te clothing item if you're planning to return it, as we cannot take back washed clothing.
- Other products that we cannot take back for health protection or hygiene reasons, are items such as a heart rate monitor that you have already used while cycling.
- Products that have been specially put together for you to suit your needs, such as Trek Project One bikes.
To exchange is to return at Mantel! Register your return online and order the right product right away. You will receive the product the next day. The outstanding amount of your returned product will reach you within 3 working days after we have processed the return.
In-store
It is also possible to return the product in our bike stores as long as the product is in stock in that store. You can check the stock on the online product page of that product. You can also order the right product online and choose store pickup. In that case the new product will be waiting for you when you come to return the original product.