Missing Parts Policy

At Greenlane Gear, we carefully inspect and package all products before shipping. However, if you discover missing or damaged parts upon delivery, we're here to help.


WHAT QUALIFIES AS "MISSING PARTS"✓ Hardware components listed in the manual but not included
✓ Product pieces/panels missing from the package
✓ Damaged parts that cannot be used for assembly
✓ Incorrect parts included (wrong size, color, or type)

✗ Parts discarded before checking against the parts list
✗ Parts lost after delivery confirmation
✗ Damage caused during customer assembly or use


REPORTING TIMELINEYou must report missing or damaged parts within:

📦 7 DAYS of delivery for missing parts
📦 48 HOURS of delivery for damaged parts

After this period, we cannot guarantee replacement parts will be available or provided free of charge.

IMPORTANT: Do not discard packaging materials until you have verified all parts are present and undamaged.

HOW TO REPORT MISSING PARTSSTEP 1: Check the Parts List Before contacting us, verify against the parts list in your instruction manual. Some parts may be packaged separately or pre-installed on larger components.

STEP 2: Contact Us
📱 Scan the QR code in your package, OR
📧 Email: info@greenlanegear.co.za
📞 Call: +27 (0) 67 167 6518
🕐 Mon-Thurs, 9AM-5PM SAST
🕐 Fri, 9AM-2PM SAST

STEP 3: Provide Required Information
You will need:
• Your order number
• Product name and SKU
• Clear photo of the parts list (from manual)
• Clear photo of all parts you received
• Description of missing/damaged part(s)
• Photo of damaged parts (if applicable)
• Photo of outer packaging (if damaged in transit)

STEP 4: We'll Process Your Request
Our team will review your claim within 2 -5 business days and either:
• Ship replacement parts immediately (if in stock)
• Arrange for a replacement unit (if multiple parts missing)
• Provide assembly assistance (if parts were misidentified)

REPLACEMENT PARTS SHIPPING✓ FREE SHIPPING on all approved missing parts claims
✓ Expedited delivery when possible (2-5 business days)
✓ Tracking number provided for all shipments

DAMAGED IN TRANSITIf the outer packaging shows visible damage upon delivery:

1. REFUSE DELIVERY if possible, or
2. Note damage on delivery receipt before signing
3. Take photos of damaged packaging immediately
4. Contact us within 48 hours with photos

We will work with the courier to file a claim and send a replacement at no cost to you.

PARTS LOST DURING ASSEMBLYIf you lose or damage parts during assembly, we can provide replacement parts for a fee:

• Small hardware (screws, bolts, washers): R50-R150
• Larger components: Cost varies by part

Contact us with the part details and we'll provide a quote.

PREVENTION TIPSBefore starting assembly:
✓ Unpack carefully and keep all packaging
✓ Lay out all parts on a clean surface
✓ Check parts against the list in your manual
✓ Keep small parts in a container to prevent loss
✓ Contact us IMMEDIATELY if anything is missing

This saves time and ensures smooth assembly!

FRAUDULENT CLAIMSWe take missing parts claims seriously. However, fraudulent claims (requesting extra parts when none are missing) will result in:

• Denial of future claims
• Account suspension
• Legal action if necessary

All claims are documented and may be verified against inventory records and supplier packaging standards.

YOUR CONSUMER RIGHTSThis policy is in addition to your rights under the Consumer Protection Act, 2008. If you receive goods that are defective, incomplete, or unsafe, you have the right to:

• A refund, repair, or replacement
• Cancel the transaction within 7 days of delivery
• Claim damages if the defect causes harm

For questions or to report missing parts, contact:
📧 info@greenlanegear.co.za
📞 +27 (0) 67 167 6518

Last Updated: December 2025