Frequently Asked Warranty Questions

 

When does my warranty period start?

The warranty period for your Rivena bike starts immediately after you have purchased your bike. This means you can hop on your new Rivena bike right away without a worry, ready for many kilometers of cycling pleasure.

Where can I go for warranty?

For warranty issues regarding both the parts and the frame of your Rivena bike, you can contact our customer service. Whether it involves replacing a part or repairing the frame, we are always ready to assist you.

How do I file a warranty claim?

You can handle complaints and warranty claims through our customer service. Send an email with a clear description and photos of the defective part. The claim will then be carefully reviewed to determine whether it is covered under warranty.

What should I do if I want to file a warranty claim but am not near you?

When you are not in the vicinity of your Rivena bikes, it is advisable to contact our customer service in advance. They will assist you further so that you can be helped quickly and efficiently. Rivena is always ready to support you, wherever you are.

When can I expect a solution?

At Rivena, we understand that when you are faced with a problem, you want a solution quickly. The timeline for providing a solution may vary depending on the specific product and the problem you are dealing with. However, our aim is to provide a suitable solution within a maximum of three weeks of starting your warranty claim.

Our commitment to customer satisfaction means that we will keep you informed throughout this process. In the unlikely event that it takes longer than expected, we will communicate the progress and the estimated timeline so that you are always up to date.

In warranty cases, we take responsibility for returning or collecting your bicycle. However, it is important to note that transport costs are not included; these costs are at your own expense.

Do I have to pay the transport costs myself?

It is important to note that warranty is not always free of charge with us. If the defect is covered by the warranty, we will arrange for the repair or replacement of the product. You can contact us for this.

Of course, you can also bring your bike in person in the event of a warranty claim. We are ready to handle your warranty issue with care and attention, so that you can quickly enjoy your beautiful bike worry-free again.

Is warranty always free?

If the defect is not covered by the warranty, we will inform you of the repair costs in advance. We do not carry out repairs without your explicit permission. In this case, however, the transport costs to return the product to you are at your own expense. At Rivena, we strive to offer transparency and honesty in all our warranty and repair processes, so that you can rely on our service with confidence.

Are you unsure about your warranty?
Direct your questions to our customer service. We are happy to assist you with any questions and/or the assessment of the defect and whether or not it is covered under warranty.

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