Warranty
Understanding how our warranty may be purchased and used, and what activities are not permitted.
Missing Parts Policy
We stand behind the quality of everything we sell. Here's exactly what's covered, for how long, and how to make a claim.
At Greenlane Gear, we take pride in the quality of our products. All products sold through our authorised channels come with a warranty against manufacturing defects. This policy outlines what is covered, the applicable warranty periods, and how to submit a claim.
Section 01
What Is & Isn't Covered
Our warranty covers manufacturing and material defects under normal use conditions. It does not cover damage resulting from misuse, improper assembly, or general wear and tear.
Section 02
Warranty Periods
Warranty periods vary by product category. Coverage begins from the date of purchase.
Section 03
Reporting Timeline
To be eligible for a warranty claim, defects must be reported within the applicable warranty period from the date of purchase. However, please also note the following reporting windows:
Section 04
How to Submit a Warranty Claim
1 Check the Product Documentation
Before contacting us, review your instruction manual and product spec sheet. Some issues may be addressed through simple adjustments or re-assembly. Ensure the product has been assembled according to the instructions provided.
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
3 Provide the Required Information
To process your claim efficiently, please have the following ready:
- Your order number and proof of purchase
- Product name and SKU
- Clear description of the defect or issue
- Photos of the defect (close-up and wide shot)
- Photos of the full assembled or unassembled product
- Photo of the outer packaging if damage is transit-related
4 We'll Review & Respond
Our team will assess your claim within 2–5 business days and advise on the outcome. We may request additional photos or information if needed.
Section 05
Warranty Outcomes
Depending on the nature of the defect and stock availability, we will offer one of the following resolutions:
- Replacement of the defective part(s) at no cost, including free shipping
- Full product replacement if the defect is extensive or parts are no longer available
- A store credit or refund if a replacement cannot be provided within a reasonable timeframe
- Technical guidance or assembly support if the issue can be resolved without a replacement
Please note: Greenlane Gear reserves the right to assess and determine the appropriate resolution at its sole discretion, in line with the Consumer Protection Act, 2008.
Section 06
Warranty Shipping
- FREE SHIPPING on all approved warranty replacement parts and units
- Tracking number provided for all outbound warranty shipments
- Expedited delivery where possible (2–5 business days)
- Customer is responsible for return shipping costs unless the item is being recalled or the defect is safety-related
Section 07
Warranty Exclusions & Abuse
This warranty does not apply to products that have been:
- Used beyond their stated weight or load-bearing capacity
- Assembled incorrectly or modified in any way
- Exposed to environmental conditions outside of their intended use (e.g. submersion in water, extreme heat)
- Repaired or altered by an unauthorised party
- Purchased from an unauthorised reseller
- Purchased as demo, returned, or discounted voetstoots stock
Fraudulent or exaggerated warranty claims will result in denial of the claim, account suspension, and may be reported to the relevant authorities.
Section 08
Your Consumer Rights
This warranty policy is in addition to your rights under the Consumer Protection Act, 2008 (CPA). Under the CPA, if you receive goods that are defective, unsafe, or not fit for purpose, you have the right to:
- A repair, replacement, or refund within 6 months of delivery (Section 56)
- Cancel a transaction within 5 business days if the goods are unsafe (Section 60)
- Claim damages if a defect results in harm or injury
- Receive goods that match their description, sample, or demonstration
For more information on your rights, visit www.thencc.gov.za.
Section 09
Contact Us
To submit a warranty claim or ask a question about this policy, please reach out to our team.
Greenlane Gear
📧 Email info@greenlanegear.co.za
📞 Phone +27 (0) 67 167 6518
🕐 Hours Mon–Thurs 9AM–4:30PM | Fri 9AM–2PM SAST
🌐 Website greenlanegear.co.za
By Purchasing, You Agree
By completing a purchase from Greenlane Gear - online or in-store - you acknowledge that you have read and understood this Warranty Policy. This policy forms part of our general terms and conditions of sale and is subject to the Consumer Protection Act, 2008.
Greenlane Gear - Warranty Policy - Version 1.0 - October 2025