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Customer Service
Warranty
We will start your warranty request as soon as possible after your product is delivered to our warehouse. If you have opted for our free shipping method, the tracking information we sent you by email will show you if and when your parcel arrived at our warehouse. We will send you a confirmation email as soon as we start your warranty request. In this email we will tell you what will happen next.
How long will it take?
This differs per product and problem. We will provide a solution within a maximum of three weeks from the start of your warranty request. If for some reason we're not able to come up with a solution within that time frame, we will keep.
Do I have to pay for the return costs myself?
No, in case of warranty we pay the costs for returning your product or for having your bike picked up. If you want to use another carrier, the costs for returning the product will be on you.
Is warranty always free of charge?
If the defect is covered by warranty, we'll repair or replace your product free of charge. We will also send the repaired or replaced product back to you for free.
If the defect is not covered by warranty, we will inform you of the repair costs. We will not have any repairs done without your permission. You will be responsible for covering the costs of sending the new/repaired product back to you.
Please return your warranty product and only the relevant accessories or parts to us.
See the examples below.
| I'm sending back: | |
| Wheelset | remove the tyres, cassette and disc brake (if applicable) |
| Bike Trainer | remove the cassette and the quick release skewer |
| Shoes | remove the cleats |
| Bike computer | only the defective device, don't included loose accessories (sensors and or SD card) |
Come by one of our stores and bring your receipt or order number. Our staff will be happy to help you.
Submit a warranty claim online
- Submit the claim online.
- Log in with your order number and the email address used for registering your Mantel account.
- Did you receive a receipt in the store when you purchased your product and would you like to submit the warranty claim online? Please contact our customer service.
- After submitting the claim, you will receive confirmation of your registration by email with shipping instructions and the return label.
There are two ways to submit a warranty claim for a bike.
1. In our store
- Hand over your bike at the service desk in our store.
- You do not need to contact us or submit a warranty claim in advance.
- In the store we will have a look at the problem and create a warranty request for you.
- Bring your purchase receipt or a bank statement of the payment with you. We cannot start the warranty process without proof of purchase.
2. PostNL Extra@home's pick-up service
- Contact our customer services.
- We will do an initial assessment of the problem and submit your warranty claim immediately.
- You will receive a confirmation by email with a warranty number. This email also includes the shipment instructions. Read these carefully.
- Print the confirmation and attach it to the pannier rack, or put it under the saddle in case of a sports bike.
- For sports bikes, take your pedals off.
- Remove any accessories that you fitted after buying the bike (e.g. a bike crate, a bike seat or a bell etc).
- Extra@home will contact you to schedule an appointment to collect the bike.
| Returning: | Costs: |
| Parts & Accessories | Free |
| Bike | Free |
Parts & Accessories
- Products can be returned to us free of charge with a PostNL return label.
- You may also return a product with a carrier of your choice, the cost will be at your own expense.
- If the defect is covered by warranty, we will also send the repaired or replacement product back to you free of charge.
- If the defect is not covered by warranty and we cannot approve your warranty request, then the shipping costs to get the product back to you will be at your own expense.
Bikes
- A bike that you register for warranty will be picked up by our carrier PostNL Extra@home. We will take care of the costs.
- If it is a warranty matter we will send the bike back to you for free.
- If the problem does not qualify as a warranty case, the delivery costs to get the bike back to your home are at your own expense. The costs are €27.95.
Do you have any doubts about your warranty?
Submit your questions to our customer service. We will be happy to help you with any questions or assessment of the defect and whether it is covered by warranty or not.
What are the warranty terms and conditions?
Art. 1 - Warranty provisions
- The entrepreneur guarantees that the delivered products are free from construction and/or material defects and/or corrosion, defects occurred by faulty use of a product are not included for warranty.
- The warranty can only be claimed by the first owner of the product
- The warranty is not transferable.
- The warranty provided based on these conditions does not affect the ability to point out the ordinary legal provisions of the constitution.
Art. 2 - Warranty period Products are warranted for two years in construction and/or material defects.
Art. 3 - Warranty coverage
- During the warranty period all parts , which are established by the entrepreneur to have a material and/or construction defect, will be repaired or replaced at the choice of the entrepreneur. Any costs of (dis)assembly shall be borne by the consumer.
- Cost of transportation to and from the entrepreneur shall be borne by the consumer.
- If a particular component is eligible for warranty and the original is no longer available, than the entrepreneur offers an alternative equivalent.
Art. 4 -Submit warranty claim Claims under this warranty need to be presented with the original (digital) invoice or proof of purchase , for inspection by the entrepreneur.
Art. 5 - Liability warranty A warranty claim accepted by entrepreneur does not mean the entrepreneur accepts liability for any suffered damage. The entrepreneur's liability never extends further than described in these conditions. Any liability of the entrepreneur concerning consequential damages is explicitly excluded.
Art. 6 - Exclusions warranty
- On parts subjected to wear, such as tyres, chains, chainrings, freewheels, cassettes, bodies, cables and brake pads no warranty is given, except in the case of construction and/or material defects.
- In the following cases the warranty expires:
- 2.1 Improper and/or careless use of the product and use that is not according the guidelines;
- 2.2 The product is not maintained accordance the instructions specified by the manufacturer;
- 2.3 Technical repairs have not been carried out in a professional manner;
- 2.4 Parts assembled afterwards do not match the technical specifications of the concerned product, or when the product is not installed correctly;
- Specific product conditions and exclusions:
- 3.1 Wheelsets: wheel bearings and other moving components are excluded from the warranty. Spokes are excluded from the guarantee, unless caused by construction and/or material faults. To prevent issues with the spokes, a new set of wheels need re-tightening after 500 km. You can visit one of our stores or your local bike shop for this. Re-tightening is not included in the price of the wheelset.
- 3.2 Suspension forks: To guarantee high performance, safety and long lifespan of your suspension fork, a fork requires periodic maintenance. You can find the maintenance schedule of your fork in the user manual, or download it from the manufacturer's website. Warranty does not cover normal wear and tear. Parts that are subject to wear and tear, suffer damage caused by normal use and the absence of maintenance according to the manufacturer are therefore excluded.
- 3.4 Mantel Helmet Replacement:
• Applies to all brands: if a helmet you bought from us is damaged in a crash to the point where it is unsafe to use (e.g. due to cracks or tears in the foam) within 2 years of the purchase date, we'll offer you the option of replacing it. You’ll receive a discount equal to 40% of the original purchase price of your bike helmet. The 2-year Crash Replacement is valid from the date you’ve bought your bike helmet. Are you buying a new helmet at a discount under Crash Replacement? Then the 2 years won’t reset! Did you crash again with your new helmet, but within 2 years of purchase of the original helmet? Then you can use Crash Replacement again.
The Mantel Helmet Replacement applies for three years to Giro, Lazer, and Bell helmets.
Art. 7 - Maintenance
We advise to maintain purchased products to the instructions of the manufacturer. Maintenance prevents problems and guarantees a longer life span. For advice about product maintenance, visit our website.