Frequently asked warranty questions

 

When does my warranty period start?

The warranty period of your Rivena bicycle starts immediately as soon as you have purchased your bicycle. This means that you can immediately get on your new Rivena bike without any worries, ready for many kilometers of cycling fun.

Where can I go for a warranty?

For a warranty on both the parts and the frame of your Rivena bicycle, please contact our customer service. Whether it concerns replacing a part or repairing the frame, we are always ready to assist you.

How do I submit a warranty claim?

Complaints and warranty requests can be arranged via our customer service. Send an email with a clear description and photos of the defective part. The claim is then carefully assessed to determine whether it is covered by the warranty.

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

If you are not in the vicinity of your Rivena bicycles, it is advisable to contact our customer service in advance. They will help you further so that you can receive help 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 issue you are dealing with. However, our aim is to provide a suitable solution within a maximum of three weeks after starting your warranty application.

Our commitment to customer satisfaction means we will keep you informed throughout this process. If it unexpectedly takes longer than expected, we will communicate about the progress and estimated timeline so that you are always informed.

In warranty matters, 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 our warranty is not always free. If the defect is covered by the warranty, we will repair or replace the product at no additional cost to you. In addition, we will cover the shipping costs for the returned, repaired or replacement product.

You can of course also personally bring your bicycle to us in case of warranty. We are ready to handle your warranty problem with care and attention, so that you can quickly enjoy your beautiful bicycle again without any worries.

Is warranty always free?

If the defect is not covered by the warranty, we will inform you in advance about the repair costs. 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 provide transparency and honesty in all our warranty and repair processes, so you can rely on our service with confidence."

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

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