Guarantee

Thank you for choosing Merlin.

“We thank you for purchasing a product from us and to say thank you, we offer an extra 12 months’ guarantee on your Merlin or Route One product- giving you a total of two years warranty from the date of purchase, once registered below. 


The guarantee offered by Merlin is put into place to support riders in the event of a manufacturing or material fault. We have a strong commitment to quality, building product to provide years of service but should you experience a problem please refer to the information below and we will more than happy to assist you.

Validity and Application

All Merlin products carry a 12-month guarantee from the date of purchase against manufacturing defects other than accessories where a warranty of 180 days applies, where that product is purchased by a Merlin authorised/approved retailers only. If you wish to extend your guarantee by a further 12 months you must complete the form below. By registering through the form, you activate a further 12 months of guarantee (from date of purchase and registration) totally free (excludes accessories). You are required to register within a month of purchase and retain your receipt/proof of purchase for any claims. Merlin does not offer hire gear or offer replacement product whilst a repair/replacement is undertaken.

 

Raising a Guarantee Claim

In the event that you experience a product fault within your guarantee period, please begin the guarantee process by returning the item to the retailer you purchased from; whether a bricks and mortar shop, an online retailer or Merlin directly. We request that when returning the item to any of these channels that you present your receipt/proof of purchase for any claim.  Merlin will have the item opened for an investigation. Merlin has the right to reject any guarantee requests of product that was purchased in clearance/on sale or through a none official Merlin reseller. This guarantee gives no further rights other than those expressly set out above and does not cover any claims for consequential losses or damages. This guarantee does not affect your statutory rights as a consumer.

If a product guarantee claim is approved your new/repaired product is covered for the remaining period left on your guarantee and does not qualify for a new guarantee, therefore a new guarantee registration does not qualify.

Exclusions to the Merlin Guarantee

The guarantee excludes:

  • Damage caused by normal wear and tear which is defined as routine ageing of a product by regular use
  • Damage caused by an accident or fall
  • Inappropriate use, care or handling, such as laundering incorrectly
  • Subjective comments regarding comfort or fit
  • Damage from improper storage, such as being left on a radiator, left to bleach in the sun or storage in a damp garage
  • Repair’s carried out by an unauthorised person or business
  • Where a product has been modified from its original specification

 

What Happens Next

If Merlin approve a guarantee claim following a product assessment and if it is possible to repair the product, we will do so, returning the item to you via the retailer. If the product cannot be repaired the product will be replaced or refunded at our discretion. We will do our best to get you back to the road in your original gear, as quickly as possible.

Register For Your Two Year Guarantee

Please complete your production registration using the link below. Any incorrect information or boxes left blank may void your guarantee registration.