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.

mountgreen.zendesk.com

Submit a request – Customer Support Team

Claim Limitations

12-Month Submission Window

All minor damage claims must be submitted within 12 months of the original invoice date. This timeframe acknowledges stock holding periods while ensuring claims are processed efficiently.

Proof of Unblemished Packaging

For claims related to factory or delivery damage, particularly paint chips, photographic evidence of a perfect outer shipping box is required. This distinguishes factory issues from potential transit or internal handling damage..