Processing time of your return

When can you not return a product?

Return a bike?

Read more about our return process for bikes.

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 Superstores, free of charge.

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.

No, of course not. If we make a mistake, we won't charge you a return fee.

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 for free in our Superstores as long as the product is in stock in that store. The product page displays the in-store stock information under the order button. 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.

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 free return label
• Log in with your order number and the email address used to register your Mantel account.
• Did you receive a receipt in the store when you bought it and would you like to return it? This can be done in-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.

• Hand in your bike at the service desk in our Superstore. Bring your proof of purchase.
• We will assess the bike within five working days and arrange a refund for you. You will receive an email confirmation from us once your return has been processed.
• In the Superstore, you can also use our Mantel Exchange Service. We'll make sure you go home with a different bike you're happy with. Read more about the Mantel Exchange Service here.

• We will schedule a date for our carrier to pick up the bike from your home.
• Ensure the bike is in the condition you received it, including all accessories and without separately ordered parts.
• Extra@Home will provide a box and protection during transport. You will need to pre-package cargo bikes and trainers yourself.
• Once we have received your bike from Extra@home, we will assess it and process a refund. We'll ensure you get your money back within 5 working days.

Packing list for returning a bike

• Battery
• Charger
• Display
• Spare keys
• Original pedals
• Manuals

Used the bike and still not satisfied within 30 days?

Have you already taken some rides with your bike and realized it's not quite what you're looking for? That's no problem. In that case, you can no longer return the bike, but you can exchange it. You can contact us by phone or are very welcome in one of our Superstores to use our Mantel 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 it is in its original undamaged packaging (where possible);
• You can return your product if it is not listed in the exceptions.
• When buying a combined offer or a bundle of products, for example a wheel set with free tyres or a cycling shirt and trousers, you can only return the complete combined offer or 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 the product has been used and tested by you. 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 the markings of mounted cleats are no problem. A good yardstick is whether you would still buy the cycling shoes if you saw them in a grab bag during a sale, 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.

  Did this help you?

• Products or accessories that have mounting or usage traces. 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 fitting your clothing. Do not try on trousers with your bare butt and make sure that no sweat, (animals/human) hair, skin flakes or other dirt remains in clothing. Washing it as a solution? We also 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 registered by name in the RDW register, such as Speed pedelecs.
• Products that have been specially put together for you to suit your needs, such as Trek Project One bikes.