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Refunds / Complaints

EXCHANGE/RETURN/COMPLAINT

How can I exchange or return the goods?

Every buyer has the right to exchange the goods or withdraw from the contract within 30 days of receiving the goods.

  1. Please log in to our online order change with your email address and order number. The items you have purchased will be listed there, along with the option to change the size or return the item. Write the reason for exchanging/returning the goods along with your bank details (IBAN). We will send you the money back within 30 working days of delivery of the returned goods.
  2. After submitting the online request, you will receive a confirmation of the registration of your request to your email address. Please print out the confirmation and put it in the package with the shipped goods.
  3. You can exchange/return the goods by post or courier by registered mail: RIVANELLE, s.r.o., Pri vinohradoch 9797/269A, 831 06 Bratislava, Slovakia. Keep proof of shipment (e.g. parcel slip, delivery note)

  1. Please note that for a full refund of the purchase price, all items must be returned in their original condition, including labels and packaging. Otherwise, the damage caused may be deducted from the amount.
  2. After receiving the goods you sent, we will check them and inform you by email about the exchange or cancellation of the sent items. The time of the exchange of goods depends on the current stock (max. 30 working days). If we have the goods in stock, we will send the desired size immediately. If the goods in the size you requested are sold out, our customer center will inform you as soon as possible. You will be informed by email about the return of new goods to you.
  3. The cost of shipping the replaced product is fully borne by the customer. If the return of the goods is caused by the seller's error, the seller will bear the costs associated with returning the goods.


Exchange

We also want you to get on the bike in your new cycling clothing as soon as possible. Therefore, a direct exchange is unfortunately not possible. If an item does not fit you, please place a new order with us and send the item to be returned back to us within 30 days - please follow the recommended steps in "How does the return work?"

What to do in the event of a complaint?

The goods are covered by the 24-month warranty period in accordance with applicable law, when the customer can complain about the quality and functionality of the purchased goods.

  1. Please log in with us using your email address and order number. You will see the items of your purchase and the option to select a claim for online order change of an item. Write the reason for the claim for the goods.
  2. After submitting the online complaint, you will receive a confirmation of registration of your request to your email address. Please print the confirmation and put it in the package with the shipped goods.
  3. Send us the goods by registered mail or courier to the following address: RIVANELLE, s.r.o., Pri vinohradoch 9797/269A, 831 06 Bratislava, Slovakia. Keep proof of shipment (e.g. delivery note).
  4. After receiving the goods you sent, we will check them and inform you by email about the complaint process. Complaints, including the elimination of defects, are processed promptly, no later than 30 days from the date of application.