Damaged or missing items after receipt: what should you do?

If the items you receive are damaged, missing, or show signs of being lost, you should notify Suzuki as soon as possible after receiving them. The clearer the documentation, the easier it is to check with the relevant parties.

What to do immediately when receiving a package

1. 1

   Check the outside of the package

   Inspect the packaging, carton box, tape, shipping label, and the condition of the package before opening it. If you see dents, tears, wet areas, or any unusual signs, take clear photos of all sides of the package.

2. 2

   Record a video while opening the package

   Record a continuous video from when the package is still fully wrapped until all items have been taken out. The video should show the package label, how it was packed, the condition of the product, and any damaged or missing parts, if any.

3. 3

   Keep the packaging and labels

   Do not throw away the box, bag, cushioning materials, labels, or shipping slip until the claim has been received and further instructions have been provided.

4. 4

   Submit a claim to Suzuki

   Go to the "Claims/Feedback" ("Khiếu nại/Góp ý") section in your account to submit a request, or send a chat message to Suzuki. You can choose the appropriate type, such as lost/damaged items, delivery time, shipping fees, quotation/order creation, auction, service attitude, feedback, or another request.

Documentation you should attach

• The order code or package code related to the items under claim.
• A continuous video recorded while opening the package.
• Photos of the packaging, shipping label, and the outside condition of the package.
• Photos of the damaged, missing, or unusual part of the items.
• A brief description of the issue you encountered: which items were affected, the actual condition, and when you received the items.

Responsibility is reviewed by each leg

Compensation, if any, is reviewed based on the cause, evidence, and item value. For used items purchased from a seller, the item condition is understood according to the seller’s description; Suzuki does not provide product warranties.