Damage & wrong item claim
Did your order arrive damaged, wrong or with a missing part? Tell us here with photos and a short video. We reply within 24 hours on WhatsApp.
Reply within 24 hoursPhotos + videoImportant: report within 24 hours of delivery. Please check your bicycle or parts as soon as you receive them. Any damage, wrong item or missing part must be reported within 24 hours of delivery, with clear photos and a short video. Claims made after 24 hours of delivery will not be accepted.
How it works
- Enter your invoice number and the mobile number used for the order.
- Take clear photos of the problem, the parcel and the label, and a short video (up to 30 seconds).
- Send the claim. We check it and tell you on WhatsApp how we will fix it: a replacement part, a repair, an exchange or a refund.
Your claim must reach us within 24 hours of delivery (for station pickup, within 24 hours of collecting from the cargo or bus station). Please keep the packaging until we reply.
Send your claim
Want to cancel or get a refund instead? See our refund policy and refund request form. Need a repair for your KONEX bicycle? Visit Service & repair.
