You can quickly and easily report your issue in the messenger at the bottom right of our website. There are three different options available for this:

1. Contact support

Select this option if you have questions about the details of our products or need an initial technical assessment of an issue. Our team of experts will be happy to help you analyze the problem and provide you with informed feedback on your concerns.

We won't leave you alone in the event of a complaint either: we will explain exactly what steps are necessary and who you can contact to find a quick solution. To speed up the process, it would be very helpful if you have your order and frame number ready.

2. Create a ticket: Complaint

If, for example, your SUSHI BIKE has technical, mechanical, or electronic problems that occur within the warranty period (two years from delivery), you can create a ticket directly and submit a corresponding complaint. Fill in all the fields and describe the problem in as much detail as possible so that we can offer you a quick solution, whether through repair, replacement, or refund. Your order number and email address are required to verify your eligibility for free repair.

3. Registering a return:

If you are dissatisfied with your item, you can of course return it to us within 14 days of receipt. You can find our complete return policy here. According to our terms and conditions, you as the customer are responsible for the cost of return shipping. This also applies if the product is defective, unless you have given us the opportunity to repair it under the statutory warranty.

Why do we do this?

At SUSHI BIKES, we want to act sustainably – that's why it's important to us to repair products instead of replacing or returning them immediately. Of course, as a customer, you have the right to a flawless product. Nevertheless, as with all technical devices, even a new bike can sometimes have a defect. In such cases, we will do everything we can to work with you to find a suitable solution quickly.