Warranty & Returns FAQ
? The bike size does not fit me, can I send it back and get a new size bike?
Yes, but the costs for returning and sending back the bike will be incurred by the customer.
?What is the return period and from which date does it start?
The return period is 14 days after the bike is delivered to the customer’s outlined address.
?What is the warranty for Shimano and other component parts?
All components on your bike — including Shimano, Novatec, RockShox, FOX and others — are covered by the 2-year warranty. You do not need to contact those manufacturers yourself. We handle all claims centrally at info@rinosbike.eu.
?What is the warranty for the frame, fork and seatpost?
There is a 2-year warranty for the frame, fork and seatpost under normal use.
?What is not covered in the warranty?
Consumable/wear parts (chain, cassette, chainrings, brake pads, rotors, tyres, inner tubes, cables, grips, bar tape, bearings, suspension seals, gear hangers, lubricants, brake fluid, tubeless sealant, saddle cover). Also: misuse, crash damage, overloading, unapproved modifications, cosmetic issues under 5 mm, and normal post-delivery adjustments. Full list: rinosbike.com/pages/warranty-policy.
?How can I make a claim and what can I expect?
Please contact us at info@rinosbike.eu and we will guide you through the claim process.
?What should I do if the box arrives damaged, what photos/evidence are needed and within what time window?
Please send us images or a video to info@rinosbike.eu within one week of delivery.
?Does the warranty follow the bike with second owners within the 2-year window? What proof is needed?
Yes, as long as the original proof of purchase and proof of transfer of ownership are provided.
?Do unauthorized third-party repairs affect my warranty, and how do I get pre-authorization for shop repairs?
Minor adjustments (brakes, gears, saddle) at any shop are fine and do not affect your warranty. For major repairs (component replacement), contact us at info@rinosbike.eu first. If an external shop replaces parts without our written authorisation, warranty is voided on those parts and directly related components. Other parts of the bike are not affected.
?Can I return a bike after assembly/test rides? Are cosmetic marks/restocking fees a factor?
You can return a bike within 14 days after delivery if it is unused and in perfect condition.
?If a warranty claim is approved, who covers shipping and customs both ways?
If it is proven that the damage was due to our manufacturing defect, we cover the shipping costs.
?If no defect is found after inspection, will I be charged an evaluation/return fee?
Yes. If no defect is found after physical inspection, a €50 inspection fee applies plus return shipping. If we wrongly reject a valid claim and charge you a fee, we refund it in full when we correct our assessment.
?Do you offer a crash-replacement discount outside warranty?
Yes, we have a crash-replacement program. Please contact us at info@rinosbike.eu if you have a crash and need parts.
?Who pays return shipping: I changed my mind vs. there’s a quality/defect issue?
You can send the bike back to us and we will reimburse you the original cost of the bike if the bike is unused and did not incur any damage due to unsafe packaging.
?How do refunds work (method, timing), and are accessory bundles handled differently?
We process our returns within one week upon receiving the bike.
?What packaging is required for returns (original box/foam)? What if I no longer have the box?
The original box is required. We suggest that you keep the box. The customer has to ensure that the bike is completely safe to transport back to the seller. Damage made from unsafe packaging can incur costs to the customer. Please contact us at info@rinosbike.eu for more questions.
?How are shipping costs handled for approved warranty cases (both directions, EU vs non-EU)?
We cover the shipping costs for applicable warranty cases in the country where the product was bought.
?Is there an extended warranty I can buy beyond the standard period?
Currently we do not offer this service.