Returns & complaints

Cancellation period

You can cancel your order within 30 days .
If the item is returned, we reserve the right to charge for signs of use, signs of wear and self-inflicted defects.

You have a full 30 days to cancel your order from us – the Carver online shop.

Please note that in the event of a return, the items will be checked for signs of use and wear as well as self-inflicted damage. If such defects are discovered, we will be forced to invoice them accordingly.

We ask for your understanding and are happy to answer any further questions you may have about the cancellation process.

How can I return an item?

The easiest way is to return directly in your customer account . There you can make a return request within the order.

Alternatively, you can also use our contact form and the subject Returns. Our customer service will contact you promptly.

Please also take a look at the return process in our service article “Returning a Carver Bike” .

How can I file a complaint?

Sorry for the inconvenience with your bike! At Carver, we attach great importance to helping you quickly and easily.

Please report the damage by sending us an email with the subject Complaint to info@carver.de .

So that we can address your problem quickly, we need some important information from you. Make sure your email includes the following:

  • Your order number
  • A detailed description of the defect
  • Photos or videos that clearly show the damage
  • A picture of the entire bike
  • A photo of the frame number


We will endeavor to help you as quickly as possible and solve the problem to your satisfaction.

Warranty

Within the framework of the legal requirements, Carver offers you a two-year warranty. If something goes wrong, our customer service is there for you and will help you make use of your warranty claims quickly and easily.

Guarantee

In addition to the statutory warranty, we grant you a voluntary five-year manufacturer's warranty, which covers breakage of the frame or rear swingarm from the date of purchase.
The guarantee applies exclusively to material and workmanship defects that already existed at the time of delivery. Damage caused by external influences or normal wear and tear is not covered by the warranty.
In order to make a warranty claim, you as a customer must be the original owner of the bicycle and have created a customer account within 14 days of purchase.
Please note that in the event of a warranty claim, all costs for reconstruction, shipping and possible customs fees must be borne by the owner of the bike.

Warranty for Bosch batteries

The Bosch batteries in our bicycles have a warranty period of up to two years from the date of purchase or up to 500 charging cycles – whichever comes first.
During this period the batteries are guaranteed to retain up to 70% of their original capacity. At Carver, we strive to provide you with products of the highest quality.

Our customer service is always available for further information and support.

What are wearing parts? How long do I have a warranty on this?

When you use your bike, certain components are subject to natural wear and tear. The following are the parts that may show signs of wear with regular use:

  • Rims (for rim brakes)
  • Tires
  • Chain
  • chainrings
  • pinion
  • Hub bearing
  • Internal storage
  • tax rate
  • Bearing sets for full suspension frames
  • Cable pulls
  • Brake discs
  • Brake pads
  • Handles
  • saddle
  • Bushings, seals and bearings in chassis parts (forks, dampers) and retractable seat posts
  • Batteries / accumulators of electrical systems


It is important to emphasize that these wearing parts require regular maintenance and care to maintain their functionality.
Replacing them at regular intervals is essential, especially for components that are subject to heavy wear, such as the chain or bearing sets.
Please be aware that wearing parts are not subject to the usual warranty and guarantee claims.
For detailed warranty information on your Carver bike, please contact our customer service directly or visit our FAQ policy regarding warranty and guarantee conditions.
We are at your side with our specialist expertise to ensure the longevity and safety of your bike.

Which services are not covered by Carver's warranty or guarantee?

We want you to enjoy your bike for a long time, but there are some exceptions where the warranty and guarantee do not apply. Here is an overview:

  • Accident damage: If your bike was damaged in a crash, a fall or similar events, we unfortunately cannot provide any warranty or guarantee.
  • Normal Wear and Tear: Parts that wear over time and through regular use are not covered by our warranty.
  • Corrosion damage: Even though corrosion is a known phenomenon, we cannot cover damage caused by rust.
  • Misuse: If the bike is used outside of its intended purpose, the warranty and guarantee cannot unfortunately be claimed.
    Of course, we are available to help you at any time if you have any questions about the proper care and maintenance of your carver bike.

Can the warranty conditions be transferred to a second buyer?

At Carver we attach great importance to the quality and longevity of our bicycles. We would like to inform you that our warranty conditions are specifically designed for the first owner.

If you sell a Carver bicycle to a third person, we would like to point out that the warranty claims expire with the sale and are not transferable to the new owner.

We hope for your understanding and are happy to answer any further questions you may have.