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Mantel Exchange Service
With this service we aim to make sure you're on the right bike. It may be that you thought you picked the right bike, because it felt right during your test ride. However, after a few rides you find that it is not quite the right match. You will notice this in your body. Possible complaints are neck, back and shoulder aches and tingling in your hands. But it is also possible that you just do not like the colour. With the Mantel exchange service, you can exchange your bike for a similar type of bike, but one that does suit you.
Is this different from returning the bike?
Yes! When you return a bike, it means that you've taken a short test ride and decided that you do not wish to keep it after all within 30 days of purchasing it. With a test ride we mean that you cycle a lap around the street, or two or three, so that you can test how the bike rides. A test ride does not mean going shopping or cycling through the forest.
When can I make use of the Mantel exchange service?
You can do so if you find that you and the bike are not the best match within 30 days after receiving the bike.
That depends on how you handled the bike and in what condition you are exchanging it. In case the bike you are exchanging needs to be serviced and cleaned before we can sell it again, this will cost €50.
Possible additional costs
If there is wear and tear that is not the result of normal use of the bike, we will charge a decrease in price for it. Consider deeper scratches from falls or other improper use.
To make use of the exchange service, contact us within 30 days of receiving your bike. You can do this by visiting one of our Superstores or by calling our customer service.
In a Superstore
Take your bike to one of our Superstores and inform one of our employees that you would like to use the Mantel exchange service. Together with one of our specialists, you can look for an alternative bike that suits you better and discuss the costs involved in this service.
Telephone
- Call customer service and inform them of your interest in the Mantel Exchange Service.
- We will then create a return order for your bike.
- We will ask you to specify the 'problem'.
- The bike is not the right choice for your body.
- You don't like the colour after all.
- The bike simply doesn’t ride well.
- We will discuss the costs involved in this service.
- You send us photos of your bike so we can make an initial estimate of the costs.
- Extra@home will come to collect your bike.
- As soon as we've received it we'll assess the state of your bike.
- We will arrange the refund or send you a link for the additional payment.
- We will send the new bike to you.
For road and mountain bikes we will ask that you provide the following pictures.
Tip: Take the photos at about 40/50 cm distance. This also depends on the quality of your camera. Make sure the setting is not too light or too dark.
- Both sides of the frame
- Crankset
- Derailleur
- Handlebar
- Upper side of the top tube
The pictures below are examples of how to capture the bike part in question.
For city bikes, electric bikes, hybrid bikes and children’s bikes we will ask that you provide the following pictures.
Tip: Take the photos at about 40/50 cm distance. The appropriate distance depends on the quality of your camera. Make sure the setting is not too light or too dark.
- Both sides of the frame
- Chain guard
- Luggage carrier
- Handlebar
- Upper side of the top tube
The pictures below show examples of how you can photograph your bike in such a way that we can get a good idea of its condition.
