HOME / SERVICE
• Traditional bank transfer: After placing the purchase order with a selected mode of payment “Bank Transfer”, the Customer shall receive an invoice sent by e-mail, which has to be paid within 5 working days to the bank account of Marvena LTD. In this case, the deadline for executing the order shall be extended as the Shop has to wait for the funds to be credited to its bank account.
• Electronic transfer, bank card payment: When sending the request for the purchase of goods, the Customer pays by bank card (Visa, Maestro, MasterCard). The Shop shall send the goods after receipt of the amount in the account of Marvena LTD.
At Pulse, we have great experience in selling bicycles in shops, and have nothing against this way of shopping! Going into a bicycle shop, you could be consulted on the spot and leave with a bicycle. Simple and easy… Unfortunately, not all stores have well-trained, experienced staff and often, their advice is not of the highest level. Many stores employ assistants (and not specialists), who are solely hired to sell at any price. Since we only sell high-end bicycles, we prefer to advise you – first hand. And since everyone of us is looking for the best possible quality at the best possible price, direct sales are the only way for this to happen.
Yes. All our bicycles could be seen/tested in our factory in Sofia, Sveti Kiprian 44 str. Also watch the site blog, where we will announce when and where there will be bikes for testing.
The warranty of the bicycles and the components shall be two years from the date of purchase and shall apply only to the original owner. The warranty shall not apply to all wearing parts. Plus, Pulse Cycles gives an additional one year for the framework, which is three years altogether. The warranty shall not cover the bearings and the paint of the frame. We reserve the right to replace a defective frame with the latest model. The cost for transportation/courier from the address of the Customer to the workshop shall be paid by the Customer. The cost for transportation of the repaired bicycle from the workshop to the Customer shall be borne by Pulse Cycles. The warranty shall not cover defects resulting from poor maintenance and neglecting the bicycle, improper assembly, crash, impact, fall, and other force majeure occurrences. Be sure we will take things personally with the problem with your bicycle, and will try to solve it in the shortest possible time.
Many parts of your bicycle wear out and should be checked and maintained regularly. These are basically moving parts such as: tyres, wheels, chain and sprockets, pads. Since the life-span of these parts varies depending on the riding style and riding conditions, we cannot provide general information about the lifespan of wear parts.
The typical wear parts are listed below:
-tyres (internal and external);
-all bicycle bearings;
-cable housing and shifting cables
-paint and anodizing
Orders shall be executed within 7 working days for the bicycles advertised as available. Or within 7 working days after thy date from the production schedule, when your desired bicycle will be produced.
The delivery time for goods on the territory of Bulgaria declared by the Courier, is 1-2 working days. In exceptional cases of delivery to remote locations and small settlements, as well as cases when the day between the confirmation and delivery is a non-working day, the delivery time might be extended to 3-4 days. Delivery to the territory of other EU countries shall be carried out by TRANSPRESS-DASCHER, the delivery time declared by the Courier is 8 working days. In exceptional cases of delivery to remote locations and small settlements, as well as cases when the day between the confirmation and delivery is a non-working day, the time of delivery shall be on the next working day. In these cases, the delivery time might be extended to 9-12 days.
All Pulse bicycles shall be sent as depicted and described on the site. We always try to select the most appropriate components depending on the model and size of the bicycle. In order to achieve the best quality/price ratio, we order the components long before assembly and exactly for a particular bicycle. Sorry, but because of this the change of components is not possible.
Before being sent, our bicycles are assembled and ready to use. But, in order to be packed and sent, each bicycle needs to have the front wheel and handlebar dismantled. You need to mount the front wheel, handlebar, pedals and seat post.
Before being sent, each Pulse bicycle is assembled, tuned and tested in our factory by an experienced mechanic. We use a detailed check-list for testing the gears, fork, brakes, etc. Upon delivery of your bicycle you will receive step-by-step assembly instructions. With each bicycle you will get the tools needed for mounting the handlebars and pedals, as well as a shock pump (for bicycles with air suspension)
You shall be entitled to the right to withdraw from the distance contract without giving any reason, without compensation or penalty, and without incurring any costs, excluding the costs under Art. 54, para. 3 and Art. 55 under the CPA, within 14 days from the date of accepting the goods.
The right of withdrawal shall be exercised only if the following conditions are met: the goods (bicycles and accessories) have not been used, the integrity of the packaging is not compromised and they are in the same condition in which they were received. Bicycles must be packed in their original packaging.
In order to exercise your right of withdrawal, you must inform us of your name, address and, if available, your telephone number, fax number and e-mail address, and of your decision to withdraw from the contract with an unequivocal statement (e.g. a letter sent by post, fax or e-mail). You may use the supplied standard withdrawal form, however, it is not obligatory. You may also fill in and submit the standard withdrawal form by sending an e-mail to: firstname.lastname@example.org. If you use this option, we will immediately send you a message (e.g. an e-mail), confirming receipt of your refusal.
• We expect you to send back or return the goods to the office of Marvena LTD at: 44 “Sveti Kiprian” st., Mladost 2, Sofia – 1799, Bulgaria without undue delay and in any event, not later than 14 days from the day on which you informed us about your withdrawal from this contract . The deadline shall be met, if you send back the goods before the period of 14 days has expired. Before the consumer delivers the goods to Marvena LTD, any accidental loss or damage shall be entirely at the consumer’s own risk. The consumer shall be obliged to store the goods acquired from the Shop, their quality and safety, until the moment of their delivery.
• You shall have to bear the direct cost of returning the goods. The cost is estimated not to exceed the approximate costs paid to the courier company upon receipt of goods from Marvena LTD.
Orders shall be placed on our website: pulse-cycles.com. As soon as you place your order, you will receive a confirmation e-mail. Then the bicycle shall be sent as soon as possible. Once the consignment leaves our warehouse, you will get an e-mail confirming the dispatch and containing a tracking number.
Sometimes we receive inquiries whether it is possible to replace the original suspension fork with a longer travel, without losing the warranty.
The frames of our bicycles are designed for a particular length of travel of the fork. The bicycles have been tested with the specification they have been designed for. So the answer is NO.
Please note that a different length of travel of the fork will affect not only the geometry of the bicycle but also the load values in the head tube.
If you replace the fork with a model which changes the values, it is at your own risk.
Some bicycle components wear out, but you could do a lot in order to prolong their lifespan and at the same time, improve their performance.
Chain: Keep your chain clean by wiping it off after every ride. Use an appropriate lubricant depending on the conditions in which you are riding. The chain should be replaced after approximately 1500 km to prevent premature wear of the sprocket. You can also use a special chain wear measuring tool.
Cables: They must always be clean, dry and lubricated to ensure good shifting. When you buy a new bicycle, readjustment/retension of the cables might be needed after some riding.
Cranks, sprockets and bottom bracket: The lifespan of these components depends on the maintenance and riding style. They should be replaced when their performance deteriorates. Note that if you replace the sprockets, you should also replace the chain.
Brake pads: Pads should be free of dirt. Dirty pads wear out faster and stop much worse. Dirty or greasy pads are often the source of unpleasant noises. Keep the pads and discs of your bicycle from getting greasy.
Pedals: The threads of the pedals should be lubricated well before mounting them on the bicycle. Otherwise, they might cause squeaking noises or subsequently become difficult to unscrew. Keep in mind the left pedal has a reverse thread!
Grips: Note that the rubber of the grips could wear out or be damaged by UV radiation. If the grips get porous or slippery, it’s time to replace them.
Rims/spokes: Check your rims and spokes from time to time for radial or axial deviation/runout. If you notice any deviation in your tyres/rims, contact a qualified repair shop.
Internal and external tyres: Depending on their intended use, external tyres should always have a proper tread depth. If you notice any damage of the walls of the tyre, check how big the damage is. If necessary, replace it with a new tyre suitable for your bicycle. If you have a flat tyre, you could replace it or patch it. Before mounting, check for any thorns left on the external tyre. Always pump within the limits set by the tyre manufacturer.
Paint and anodizing: We use different methods of painting, and some parts might be anodized. Please don’t use any solvents or industrial cleaners for your bicycle. You could use special bicycle cleaning products but usually, lukewarm water with washing liquid and an old cloth would do. Water- and steam-pressure washing could also damage the paint and bearings. If the bicycle is exposed to direct sunlight, this might discolour/bleach the paint because of UV radiation.
If you have any problem with your Pulse bicycle, please contact us by e-mail or phone. In case some parts or components need to be repaired or replaced, you will have to send them to us. If we decide the problem is serious, it might be necessary to send us the complete bicycle. Please remember to attach a detailed description of the fault, as well as your full contact details! Your claim will be processed as quickly as possible.
Noises while riding could have lots of causes. Because of the large tube diameters they act as an amplifier, and it is sometimes difficult to locate the source of the unpleasant noise. We suggest the following procedure in order to locate the cause for the noise:
Ride the bicycle standing/out-of-saddle in a difficult gear. If the noise is gone, the cause is located in the area of the seat clamp/seat post. In this case, check if all bolt joints in this area are tight. Before tightening, thoroughly clean and lube all bolts and the clamp.
If the noise gets louder, the cause is probably located in the drivetrain or in the stem/handlebar area/headset bearings. Position yourself above the upper tube and bend the handlebar downwards strongly in both directions. But you should also lock the suspension fork first. If you hear the noise, the cause is probably located in the stem/handlebar area/headset bearings. Dismount the respective components, check for possible damage, clean thoroughly and lube all bolts. Observe the manufacturer’s recommended torque values.
If the cause is located in the bottom bracket/drivetrain area, check the bolt joints of the chainrings, crank arms and pedals; if you are using platform-pedals, pay attention to the joints of the pedal body and pedal cage.
A common cause for creaking noises is the bottom bracket body. It should be regularly cleaned and lubricated.
For bicycles with rear suspension systems, the bearings could be a potential source for creaking noises. The bearings, like any moving part, are subject to a certain wear, and when worn out or loosened – they might be the cause for creaking. They could be easily replaced with new ones. For new bicycles, loosened bearings could be a possible cause for the noise.
Here we’d like to give you some general tips for setting up your suspension fork and rear suspension. For further information and fine adjusting, please use the manufacturer’s manual delivered with your bicycle.
Adjusting the preload of the spring:
By changing the preload of your spring, you adjust how hard/soft the suspension of your bicycle is. This is done by using a special high-pressure-suspension pump. When setting up your suspension, it is important to have a 25 % of SAG of the rear spring and approximately 15 % of the fork. SAG means the compression of the fork/spring while sitting quietly on the bicycle. To set up the SAG, push the thin rubber ring of the fork towards the sealing. Then sit on the bicycle and take your riding position. Then get off the bicycle and be careful not to compress the system any further. Now you can check the new position of the rubber ring. It should have moved by the desired SAG of the total travel. If it’s less, lower the pressure. If it’s more, increase the preload. These SAG values are approximate and may vary depending on your personal preferences and riding style.
The rebound rate controls the speed of decompression/compression of the suspension system. A slower rebound prevents the increase of swinging when hitting many bumps and obstacles in a row. For the best possible control, wheels should always stick to the ground. The suspension fork rebound should be adjusted to a rate that does not allow the front wheel to jump from the ground if the fork is compressed completely when suddenly released. Rear suspension should be as fast as possible, but without feeling nervous. If you ride off a high curb with your rear wheel, the suspension should compress, decompress and finally compress to its starting point (the SAG level). If it keeps bumping much longer, then your rebound is probably too fast.
The compression rate determines the compression speed, being classified into high-speed and low-speed compression. While high-speed compression refers to very fast hits such as landings, roots and curbs, low-speed compression determines the compression in berms and when braking. Please note: compression rates only determine the speed, but not the amount of compression, which is controlled by the load/pressure. There is no formula to quick-adjust the compression rates. We recommend that you take some time to test different setups. The easiest way to find your setup step by step, is to start with the slowest setting and move from slow to fast. The high-speed-compression rate setup also has an influence on the low-speed compression and vice versa. In short: If you want it perfect, take your time to figure it out.
When buying a Pulse bicycle with air suspension fork or/and rear suspension, you will also get a high-pressure pump.
Squealing sounds occur because of swings and vibrations, as well as excess lube. Due to the multiple components involved, the cause is often not visible at first glance. Check the following points:
Is the brake calliper trued correctly?
Is the rotor warped due to a hit? If this is the case, it should be straightened or replaced with a new one.
What is the condition of the brake pads? Glazed pads might be the cause for squealing sounds. In this case, sanding the surface with fine-grained sandpaper might help.
Brake rotors should not be greasy or dirty.
All fixing bolts and the QR should be well tightened.
Spokes should be equally tightened, as loose spokes cause vibrations.
Replacing sintered metal pads with organic ones, will considerably minimize the noise emission.