Complaint

What issue are you experiencing?

Please note

Please understand that we can only process complaints for mulis and accessory items purchased directly from our online shop or at our Factory Store in Cologne. Also note that missing maintenance, especially on the drivetrain and wheel hubs, may void any warranty claims.

If your muli was purchased from a local dealer, they are always your first point of contact, as required by law.

The statutory warranty period is generally two years from the date of purchase. If your complaint falls within this period and your muli was purchased from us, you are welcome to send your request via email to quality@muli-cycles.de.

Required Information

To help us process your request as efficiently as possible, please provide the following information:

  1. Frame number of your muli (usually found on the delivery note or on the back of the muli)

  2. Proof of purchase

  3. Current mileage in kilometers

  4. Brief description of the issue

  5. Photos of the affected part

Complaint Process

  1. We have received your complaint request.

  2. We will check whether all necessary information has been provided and if the muli was purchased from us.

  3. We will then decide whether the complaint can be accepted, rejected, or handled as a goodwill case, and inform you of the next steps.