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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, 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).
- 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.
| Return | Costs |
| Parts & Accessories | Free |
Parts & Accessories
- You can return products to us free of charge with a DPD return label. Drop your parcel off at a DPD Pickup Parcelshop near you.
- You can also return a product with a carrier of your choice, but you will have to pay the shipping costs yourself.
- When the defect falls under warranty, we will send the repaired product or replacement to you free of charge.
- If the defect is not covered by warranty and we cannot approve your warranty request, we will send your product back to you free of charge.
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 in as much as follows from these warranty conditions.
- 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 Civil Code.
Art. 2 - Warranty period
Products are warranted for 2 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 discretion of the entrepreneur.
- Costs of transportation to the entrepreneur and back shall be borne by the consumer if the consumer does not choose the free shipping method offered for returns.
- If a particular component is eligible for warranty and the original is no longer available, the entrepreneur offers an alternative equivalent.
Art. 4 -Submit warranty claim
Claims under this warranty are to be presented with the original (digital) invoice or proof of purchase for inspection by the entrepreneur.
Art. 5 - Warranty and liability
If the entrepreneur accepts a warranty claim, it does not mean that the entrepreneur accepts liability for any incurred damage. The entrepreneur's liability never extends further than what is stated in these conditions. Any liability on the part of the entrepreneur concerning consequential damages is explicitly excluded.
Art. 6 - Excluded from 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 for which the product is not intended;
- 2.2 The product has not been maintained according to the manufacturer's instructions;
- 2.3 Technical repairs have not been carried out in a professional manner;
- 2.4 Parts assembled later on are not in line with the technical specifications of the product, or have been assembled incorrectly;
- Specific product conditions and exclusions:
- 3.1 Wheelsets: Excluded from warranty are wheel bearings and other moving components because they wear from being used. Spoke breakage is also excluded from warranty, unless it was caused by construction and/or material defects. To prevent spoke breakage, a new set of wheels must be re-tightened after 500 km. Any costs involved are 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 your fork's maintenance schedule in the user manual; this can also be downloaded from the manufacturer's web site. Normal wear and tear is not covered by warranty. Parts wear from normal use or poor maintenance;
- 3.3 Polar heart rate sensors: Warranty on batteries is limited to 6 months. If a sensor's battery is not replaceable, a new sensor must be purchased. 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 from us gets damaged to such an extent that it is no longer safe to use (cracks or tears in the foam), we offer you the option of replacing the damaged helmet. You will receive a discount equal to 40% of the original purchase price of the original bike helmet. The 2-year term is valid from the date of purchase of the original helmet. Are you buying a new bike helmet at a discount under Crash Replacement? In this case, the 2 years do not reset! If the new helmet gets damaged within 2 years of purchase of the original helmet, you can use Crash Replacement again.
The Mantel Helmet Replacement applies for three years to Giro, Lazer, and Bell helmets.
Art. 7 - Maintenance
We recommend maintaining purchased products according to the manufacturer's instructions. Timely and professional maintenance prevents problems and guarantees a longer life span. Visit our web site for advice on maintenance.