COMPLAINTS
How to fill out a complaint form
How to Fill Out a Warranty Claim Form
1. Enter Your Contact Details
Provide your first name, last name, and email address.
2. Find Your Bike’s SKU Code
You can find the SKU code on the black label located on the bike’s seat tube or in the product detail section on our website.
Please note: The SKU code varies depending on the selected color and frame size. Make sure to enter the exact SKU of the model you ordered.
3. Add the Required Information
Enter the purchase date of the bike and today’s date.
4. Describe the Issue
Briefly describe what is wrong with the bike.
5. Attach Photos
- A photo of the defect (recommended)
- A photo of the warranty certificate (optional, but it will significantly speed up the claim process)
6. Choose a Resolution Method
Select whether you prefer a repair, replacement, or refund.
7. Submit the Form
Once all required information is completed, submit the form.
💡 Tip: According to Section 1829 of the Civil Code, you have the right to withdraw from the contract within 14 days without giving a reason. This can be done directly in your customer account for a specific order. Everything is governed by the complaint policy, which you agree to with every order.
What Happens After Submission?
1. Claim Confirmation
You will receive a confirmation email acknowledging that your claim has been received.
2. Pack the Product
We recommend using the original packaging. Please insure the shipment, as we are not responsible for damage incurred during transport.
If possible, send only the defective part or component assembly. If this is not possible, please send the entire bike.
3. Inspection by a Technician
The technician will:
- Perform all necessary tests
- Check the level of wear and tear
- Assess the claim in accordance with the warranty terms and conditions
