Part return / Warranty claims


Part Change / Return / Order error
When placing orders we warmly recommend that you carefully check model, sizes and specifications to make sure that you receive the correct product.
Should you have any questions please contact our customer support staff.
We offer a returns policy to exchange, credit or refound products that are faulty, not what you ordered, or not what you expected.
You have 7 days to send it back after delivery date.
You can return the product to us only if it's still un-used and never installed.

Before the returning the product ask the authorization code to our customer support by email: orders@extralite.com.
Strictly follow the shipping instructions related to the nation you are willing to ship from (see below).

Re-stocking We do not re-stock anything but brand new products (never used never installed) that are still on our product list.
After receiving your products we'll have to carefully check it; then you'll receive a message that reports the amount of your credit.
A variable percentage (0- to 20%) might be requested for checking time, re-packaging and re-stocking in case we are not sure about product conditions.

Shipping We'll charge the shipping cost and eventual re-stocking costs.
Shipping options and rates are the same as for regular orders.
Shipping costs from you to us and from us to you are at your charge, except the case of un-correct order processing on our side.
Before returning the product ask the authorization code to our customer support by email: orders@extralite.com.
Strictly follow the shipping instructions related to the nation you are willing to ship from (see below).

 

Parts service
Sould you need servicing for any Extralite product please contact us at orders@extralite.com .
Specify the exact model name and model year of your product, clearly describe your problem and how it occurred.
Detailed info may be extremely useful to complete the servicing at the highest technical standards.
Strictly follow the shipping instructions related to the nation you are willing to ship from (see below).

Warranty Claims
If a fault develops you must stop using the product immediately and contact us to determinate if a warranty issue exists.
Please contact us at orders@extralite.com describing the exact model name and year of purchase, clearly describe your problem and how it occurred.
Detailed info may be extremely useful to speed up the determination of the warranty case and may be necessary to fully understand the cause.
Strictly follow the shipping instructions related to the nation you are willing to ship from (see below).

 


Shipping instructions (Europe only)
1a) Parts should be shipped well cleaned and properly packaged (we can't respond for shipping damages).
1b) Wheels: remove cogs, quick releases and any other accessory (remove also tyres in case of any lacing service).
Wheels should be shipped well cleaned and correctly packaged in a proper wheel-box (we can't respond for shipping damages).
1c) Cranks: remove chainrings and chainring bolts, send at least "Left Crank + Right Crank/Axle + Bearing Preload device + Axle Bolt" All parts should be well cleaned and properly packaged (we can't respond for shipping damages).

2) Ship your part by simple registered mail service (delivery receipt), we can't respond for lost shippings. Postal services offer additional insurance option if you feel it necessary.

3) Include shipping ref. number, your adress, email and tel. contacts and brief comment.

Our adress:
Studio Riva SRL,
Strada dei Boschi 8,
26813 Graffignana, Lodi,
Italy.

email: studioriva@extralite.com
Tel. +390371 203059

Please let us know in advance about your shipping status.

International Shipping instructions (extra UE)
Strictly follow this shipping method to avoid delay and over-charging at the custom clearance.

1a) Parts should be shipped well cleaned and properly packaged (we can't respond for shipping damages).
1b) Wheels: remove cogs, quick releases and any other accessory (remove also tyres in case of any lacing service).
Wheels should be shipped well cleaned and correctly packaged in a proper wheel-box (we can't respond for shipping damages).
1c) Cranks: remove chainrings and chainring bolts, send at least "Left Crank + Right Crank/Axle + Bearing Preload device + Axle Bolt" All parts should be well cleaned and properly packaged (we can't respond for shipping damages).

2)
Request to us by email the form of shipping "Proforma invoice".
The "Proforma invoice" document will used for all the operations of custom clearance.
It should be inserted inside your shipping box and sent by email to us (see below).
Custom office will charge to us tax and duties according to the declared (or insured) value of your parcel for an average total of ca 26%.
Then we'll have to deduct these costs from your refund. Note that UE customs do not accept declarations as "no value" nor "warranty" nor "gift" etc..
When adding insurance service to your parcel never exceed the value declared on "Proforma invoice".
We normally suggest you to declare (or insure) the minimal possible/credible value in order to minimize custom duties, but yours is the decision since yours is the shipping responsibility.

3) Ship your parts by "Post service / registered-mail".
The delivery receipt service gives rather safe delivery note to you for a minimal cost.
We do not respond for lost nor damaged shippings.
Avoid EMS/UPS/DHL and any other express service since these normally charge even higher costs for custom operations.

4) Email to us a including:
- copy of the "Proforma invoice" travelling with the parcel.
- clear and readable jpg scan image of the shipping document that shows: shipping number, type of goods, declared value and eventual insured value.
- your full address, telephone + email contacts

Note: we reserve us to accept any additional charge due to un-correct shipping service, instruction, or document.
This will bring to the return of your parcel.

Ship your parcel to:
Studio Riva SRL,
Strada dei Boschi 8,
26813 Graffignana, Lodi,
Italy.

email: studioriva@extralite.com
Tel. +390371 203059

Please let us know in advance about your shipping status.