Warranty Claim – Chantybikes.co.uk

When you shop with us as a consumer, the rules of the English Sales of Goods Act apply. This means you have a 24-month warranty right.

If your warranty claim is justified, you may have the item repaired, exchanged, refunded, or receive a price reduction, depending on the specific situation.

You must submit your claim within a “reasonable time” after discovering the defect. If you notify us within two months of discovering the defect, the complaint will always be considered timely.

If the claim is justified, we will refund your (reasonable) shipping costs. The item must always be returned in proper packaging. Remember to obtain a shipping receipt so we can reimburse your shipping expenses.

The item should be sent to:

Covent Garden
WC2H 9JQ
UNITED KINGDOM
London

Returns and Warranty Claims

We only accept return packages sent directly to our address — we do not collect parcels from parcel shops or lockers.

When returning an item related to a warranty claim, please include a detailed description of the problem. This helps us assess the case faster and find the best solution for you.

We also recommend including a copy of your order confirmation or other proof of purchase. Please pack the item securely so it does not suffer further damage during transport.

If you are shopping as a business customer, please note that warranty terms differ from those for consumers. We reserve the right to attempt to remedy a defect — e.g., through repair — instead of replacing the item or issuing a refund.

As a general rule, B2B purchases include a 12-month warranty unless otherwise agreed in writing. Complaints must be made within a reasonable time after the defect is or should have been discovered.

Right to Complain

If you, as a consumer, wish to complain about your purchase, you must contact us. If we are unable to find a solution, you may submit a complaint to Nævnenes Hus, Toldboden 2, 8800 Viborg, via their website.

To submit a complaint, the product or service must have cost at least £145 and no more than £12. For clothing and footwear, the price must be at least £95. A fee applies for having your complaint processed.

When you shop at an e-marked webshop, your case can be handled free of charge by e-mærket — regardless of the amount. Read more on their website.

If you live in an EU country outside Denmark, you can file a complaint via the EU Commission’s online dispute resolution platform.

When Should I Submit a Warranty Claim?

You should submit a warranty claim if:
- The item has a manufacturing defect
- Something is missing from the package
- The bike or accessory was damaged upon delivery

The claim must be submitted within a reasonable time, no later than 2 months after you discovered the issue.

Important: A warranty claim that turns out to be unjustified (e.g., damage caused by incorrect use) may result in a charge for shipping and handling.

How to Submit a Warranty Claim

Click the ‘Start warranty claim’ button on our warranty page.

Fill out the form with the following information:
- Your email
- Your order number
- Photo and/or video of the problem
- Short description of the defect (how and when did it occur?)

Our warranty team will review your case and typically contact you within 2–3 business days with the next steps.

If the claim is justified, we will send you a return label, and we will of course cover the shipping cost.

What Does a Warranty Claim Cost?

If the claim is justified, it is free for you. We cover shipping as well as any costs related to repair or replacement.

How Long Does It Take?

- Normal processing time is 2–7 business days.
- During busy periods, it may take up to 14 business days.
- If the case involves special parts or external manufacturers, it may take 2–6 weeks. You will be kept updated by email.

If you have any questions, please contact our customer service — we are ready to help you.