Warranty

The legal warranty period of 2 years applies on all our articles, unless otherwise specified by the manufacturer. Of course, wear and tear, crash damage or improper use are not covered by warranty.

The legal warranty for hidden defects is two years for all consumer goods. Spare parts such as batteries, lights, spark plugs, brake pads, brake discs, chain kits, clutch plates, rubber seals, filters, etc., are also covered by the statutory warranty period of two years for hidden defects. However, it is important to note that these types of products inevitably experience wear and tear. This wear and tear strongly depends on the care of the items and the frequency of use. Therefore, the lifespan may be shorter than two years but is not due to hidden defects.

Are you experiencing a problem with a product you purchased from RAD and did you properly maintain this product? Have you not had an accident? Does the use of the product correspond to the terms of use of the product (leisure, daily, etc.)? If so, please visit one of our stores or contact our webshop department. Since RAD is an omnichannel company, you are also welcome to stop by one of our shops with your online purchase. The choice is yours!

Step 1:

• Make sure your defective item is in dry and clean condition.
• Take some photos showing the problem or defect clearly.
• Provide suitable packaging material so that the item reaches us in good condition.

Step 2:

• Contact us via email (info@rad.eu) with a clear description of the problem or defect. Feel free to include a photo. Don’t forget to include your customer or order number.

Please note: the email must not exceed 9MB for us to receive it!

• If your warranty request is accepted, we will provide you with the RMA number and a DPD label with barcode with which you can give your return package to a DPD point* in your area. We currently offer this service to you for free.

* At the moment this is not possible in Italy.

Step 1:

• Bring your defective item, in a dry and clean state, to one of our RAD stores.
• Dirty items will be refused; please clean and dry them before bringing them in.

Step 2:

• Bring the receipt of your purchase with you. If you do not have it or have forgotten it, and your name is known in our database, we will gladly look up your purchase receipt.
• We will submit a warranty request under your customer number and provide you with a copy of it.

Step 3:

• We will send the item to the central after-sales service. They are in permanent contact with various suppliers and handle transport to and from the supplier, as well as communication with the supplier.

Step 4:

• As soon as we have news about the suppliers' decision (repairable, exchangeable, or warranty refusal), we will inform you by email or phone.
• If a warranty request is rejected by the supplier, for example, due to improper use or due to normal wear and tear, we can request a price quote for a repair, if required.
• If the supplier accepts the warranty request but the item is deemed unrepairable, you will receive a new one. If the item is out of stock, you can receive a refund through gift vouchers or via bank transfer, depending on the situation.

Please note! Waiting time: the time required for transport and necessary examination is 20 working days on average. If a follow-up inspection or repair by the supplier is required, the waiting time can take four to seven weeks, depending on the supplier and the nature of the problem. In most cases, however, this takes less time, but we would like to point out that, exceptionally, it can take longer.

If desired, you can use a replacement item while your warranty claim is being processed. Please note that this is only possible for items that are strictly necessary to keep you travelling safely on your bike. These include a jacket, trousers, helmet, boots and gloves. This extra service is only available when your warranty request is made through one of our shops. If your warranty request goes through the webshop, this service is unfortunately not available as replacement clothing is not available via our webshop.

If you would like to use replacement clothing, we recommend calling the RAD shop of your choice a few days in advance to let them know. That way, we can ensure that you can immediately take home a replacement article when you return your faulty one. This replacement article must be brought back to the shop when the warranty procedure is completed.

Of course you can. It goes without saying that you also enjoy a warranty on Gore-Tex articles.

If a Gore-Tex article shows a defect within two years of purchase, you can submit a warranty request via the usual method. This can be done through one of our shops or via our website: www.rad.eu  (see above). We are responsible for requesting and processing this guarantee request. The waiting time for warranty applications for Gore-Tex articles may sometimes be longer than for other items, due to Gore-Tex's stringent requirements for partners. Additionally, the item in question may need to be sent to a designated Gore-Tex inspection point. Gore-Tex adheres to rigorous procedures, which can extend processing times.

If the Gore-Tex article shows a defect after the guaranteed two-year warranty, you have to request a warranty from Gore-Tex itself. To do so, please contact the European Gore-Tex customer service by phone at 00800-2314-4000 (toll-free).