What is your return policy?

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9 comments

  • Avatar
    Ian Downie

    I received my Karoo on Wednesday 18 April but unfortunately the stop button does not work so I am unable to record rides. I have emailed Hammerhead support several times but have not had any response, so I'm now sitting with a useless product with seemingly no means of getting a replacement, repair or my money back.

    To say I'm disappointed is a massive understatement. Hopefully someone at Hammerhead will read this and get back to me.

  • Avatar
    Laurence Wattrus

    Ian I am confident one of our team will get back to you soon. I see your ticket has been open since last Wednesday, I flagged your cases since this response time is not standard. 

  • Avatar
    Ian Downie

    Thanks for the response, Laurence. I will update this thread as soon as I hear from your support team.

  • Avatar
    Ian Downie

    Another day has gone by without anyone contacting me from Hammerhead. I'm not happy.

  • Avatar
    David De Sloovere

    Return shipping is to the place it was sent from? Ie. For Europe we send it to European address and not US?

  • Avatar
    Ian Downie

    Just to update this thread, two days ago I was sent a return label so that I could send my Karoo back for repair/replacement. Yes, my Karoo was sent from Netherlands and I had to send it back there.

    Here's the address which was on my return label (from Scotland):

    Hammerhead

    Nijverheidsweg 27 Tel: 0186612267

    NL-3274KJ Heinenoord

    As it was faulty from new, I was given a prepaid return label and did not have to pay to send it back.

  • Avatar
    Deepa Usc

    got the Karoo a while ago and wanted to return it. Every time i contact them (three times now), i get a response and i reply to it, the mail bounced back saying "this email address has been disabled" or some such.

    I think my cc has already started the process, but, for the sake of a fellow startup, i want to return the product. - my last ditch effort -

     

  • Avatar
    Bram Barnard

    Hi,

    Can someone please confirm me the correct address to send my device back?

    I live in Belgium.

    I already send 2 mails about it but I didn't get any response yet.

    Is the correct address?

    Hammerhead

    Nijverheidsweg 27 Tel: 0186612267

    NL-3274KJ Heinenoord

    Do I need to receive confirmation first?

    I'm reaching the deadlilne of 45 days and want to make sure to respect the correct procedure..

    Thanks
    Bram

  • Avatar
    Ian Downie

    Brian, that was the address on my return label with prepaid postage. I sent it back and it was tracked to that address, but I had to contact Hammerhead five days later when I had heard no more. That triggered off a response and I received a replacement Karoo, fully working, last week. 

    Karoo support comes and goes and I would advise you to send more emails to the support address with full details until they respond. You need a return authorisation as at the top of this thread - sending it back without one could be risky. 

    I'm sorry to hear you are not satisfied with the Karoo - I'm delighted now I have a working one!

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