Minor Damage Claims Policy: Kona Bicycles
A comprehensive guide for bicycle retailers on handling minor cosmetic issues discovered during unboxing and assembly. This policy ensures fair resolution for both shops and customers while maintaining our commitment to quality.
Understanding Our Minor Damage Policy
What Qualifies?
  • Small paint chips or minor cosmetic damage present upon delivery
  • Damage must be documented during initial unboxing inspection
  • Damage must not affect structural integrity or performance
  • Examples: paint chips, small scratches, minor discolouration
What's Excluded?
  • Damage caused during shop assembly or display
  • Damage resulting from shipping mishandling
  • Issues reported after customer purchase
  • Structural or functional defects (these follow standard warranty)
We understand that minor cosmetic issues can sometimes occur during manufacturing. Our policy is designed to provide a simple resolution that allows retailers to maintain margins while offering customers appropriate compensation for non-critical defects.
Claim Process & Compensation
Document the Issue
Take clear photographs of the damage during initial unboxing. Include images of the bike's serial number and any relevant packaging.
Submit Your Claim
Email photos and details via Ticket system within 48 hours of receiving shipment.
Receive Compensation
Upon approval, receive a credit note valued at 2.5% of the invoice amount (maximum £50). This credit will be applied to your account within 10 business days.

This policy is designed to streamline the resolution process. Rather than returning bikes for minor cosmetic issues, the credit allows shops to offer customers appropriate compensation while avoiding shipping and assembly delays.

mountgreen.zendesk.com

Submit a request – Customer Support Team