File a claim
Submission channels, required documentation, and when Suzuki will respond.
Updated 16/09/2026
Product claims must be submitted within 7 days from the date the carrier records successful delivery, through your customer account or by support email.
Required documentation
- Order ID;
- A description of what happened;
- Photos or videos that clearly show the issue, including full-product photos and close-up photos;
- Photos of the packaging outside and inside if the issue relates to damage during shipping;
- Photos of the shipping label on the package.
If the issue is damage during shipping, report it within 3 days and keep the packaging unchanged — see the Goods damaged during shipping article to learn what you need to photograph.
How Suzuki handles it
Suzuki verifies the information, checks it against inspection data and photos taken before shipment from the warehouse, works with the carrier if needed, and responds within 3 business days after receiving the complete documentation. The time needed for full resolution depends on the nature of the case.
Before filing a claim with your card-issuing bank (chargeback), contact Suzuki — most issues are resolved faster through the support channel. For a chargeback made without contacting us first, or for an order delivered in line with the Stated Condition, Suzuki provides evidence to the payment partner and reserves the right to suspend your account, refuse new orders, request return of the product, or request payment for a chargeback determined to be unfounded.
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