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Customer Service
Warranty
When will my warranty case start?
We will start your warranty case as soon as possible after your product has been delivered to our warehouse. If you have opted for our free shipping method, you can use the tracking code that we sent you by email to see if and when your package has arrived at our warehouse. We will send a confirmation email as soon as we have started your warranty case. In this email we tell you what will happen.
When can I expect a solution?
The duration of the warranty process depends on the product and the problem. We strive to provide a solution within three weeks from the moment we have started your warranty case. Should we encounter obstacles or delays, we will keep you informed.
Do I have to pay the return costs myself?
No, in a warranty case we pay the costs of returning your product. Would you like to use a different carrier? That is also possible, but then you have to pay the costs for returning the product yourself.
Is a warranty always free of charge?
When the defect is covered by warranty, the product will be repaired or replaced free of charge for you. We will also send the repaired or replaced product back to you free of charge.
If the defect is not covered by warranty, we'll tell you how much it will cost to repair it. We won't repair anything without your permission. Whatever option you choose, we'll return the product to you free of charge.
Please return your warranty product after removing all accessories or parts that were not originally included with the item.
See the examples below.
| I'm returning: | |
| Wheelset | remove the tyres, cassette and brake rotors (if applicable) |
| Turbo Trainer | remove the cassette and the quick release skewer |
| Shoes | remove the cleats and make sure to return both shoes |
| Bike computer | only the faulty device, keep any separate accessories at home (sensors and/or SD card) |
If you bought a bundle product or combo offer, return the complete bundle unless the faulty item is also available from us separately. Some examples of bundles are wheelsets with free tyres, a groupset, a clothing set (jersey + bib tight).
Come by the store and bring your receipt or order number. Our staff will be happy to help you.
Register for warranty online
- Register the product 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 register the product online for warranty? Please contact our customer service.
- After registering online you will receive a confirmation of your registration by email with shipping instructions and the return label.
There are two ways to register your bike for warranty.
1. In our store- Hand over your bike at the service desk in our shop;
- You do not need to contact us or register your warranty 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.
- Contact our customer services;
- We will do an initial assessment of the problem and register your warranty request 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 put it in the rear rack, or for sports bikes under the saddle;
- For sports bikes, take your pedals off;
- Extra@home will contact you to make 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.
- When 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 its not a warranty matter, then 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 and/or assessment about the defect and whether it is covered by warranty or not.
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: excluded from the warranty are wheel bearings and other moving components. Also spoke breakage is excluded from the guarantee, unless caused by construction and/or material faults. To prevent spoke breakage, a new set of wheels needs to be re-tightened after 500 km, you can visit our shop for this or you can go to your local bike shop. Re-tightening is not included in the price of the wheelset.
- 3.2 Suspension forks: To guarantee high performance, safety and a long lifespan of your suspension fork periodic maintenance is required, look for the maintenance schedule of your fork in the user manual, this can also be downloaded from the manufacturers 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
- 3.3 Polar heart rate sensors: The warranty on batteries is limited to 6 months. In some cases, the sensor's battery is not replaceable, the purchase of a new sensor is necessary. All warranty claims are handled directly by Polar Netherlands;
- 3.4 Mantel Helmet Replacement - all brands: If, within 2 years of purchase, a helmet bought with us is damaged in a crash to such a degree that it's no longer safe to use (e.g.: cracks or tears in the foam), then we offer you the option of replacing the damaged helmet. 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 of course use Crash Replacement again.
Bontrager helmets: Within the first year after purchase, you’ll receive a 100% discount on the current recommended sale price when buying an identical helmet with the same size and colour. In the second year, Mantel Helmet Replacement is in effect;
Giro / Bell helmets: Mantel Helmet Replacement is valid for three years.
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 the execution of maintenance, you can visit our sites.