RETURNS
CUSTOMER RETURNS PROCEDURE (B2B)
The returns procedure is a critical component of the after sales and customer service that we provide our stakeholders. We believe that a seamless returns process instils confidence in our technical ability and products. As our customers are our number one priority and we will always assist as best we can.
Possible reasons for returning goods:
- Warranty assessment where a case cannot be confirmed remotely
- Items booked in for service
- Items for credit or exchange as agreed
- Warehousing and shipping errors
Lodging a returns request:
Should an item need to be returned, the customer must use the online booking system and complete a JOT form to be submitted for consideration. A returns request will only be processed once a fully completed JOT form has been received. It is the customer’s responsibility to ensure that all the fields are adequately completed and pictures uploaded in order to identify the product and/or the defect to be assessed. This will allow for quick and accurate processing.
Returns processing:
Dragons Sports will review returns requests and respond within 24 hours. (Excluding weekends and public holidays) Once the returns request has been approved, the customer must arrange shipping with their own courier. All return freight is for the customer’s account.
Returns requirements:
Warranty Claims:
No claims will be assessed without the following information:
- Valid Proof of Purchase
- Picture of the complete bike/frame/product
- Clear picture of the fault
- Picture of the serial number
- Detailed fault or damage report
All warranty claims should be lodged on a separate JOT Form.
Goods returned for service:
A minimum assessment fee of R250.00 will apply for all non-warranty/ service work requested. This amount will be waived if the customer approves the job once an estimate has been provided.
Goods returned for credit or exchange:
Goods returned for credit or exchange must be originally packed, unmarked, unused, factory spec and complete. A handling fee may be applicable to these returns. Damaged goods will be returned to the sender at their expense. It is the customer’s responsibility to retain the original packaging for any items or bikes on display.
Warehousing and shipping errors:
Any incorrectly received goods or discrepancies must be reported within 48 hours of receipt. Goods for credit must be returned within 7 working days. Dragons will arrange collection for any incorrectly received goods.
Unsolicited returns:
Any unsolicited returns will be subject to a handling fee and delays in processing may result.
Our customers are our number one priority and we always assist as best we can.
Communication is the key to a fast turnaround time. Please provide us with all the information we need, so that we can assist you speedily and effectively. We will provide you with regular updates that you can pass on to your customers.