Important information for submitting your complaint

You would like to send in a defective item for repair?

Follow the checklist below:

1. Register your complaint.

In order to avoid unnecessary returns, please make sure that you have read and understood all the instructions in the operating and commissioning manual.
You can find our operating instructions at https://jamara.com/manuals/ .
Common solutions can be found in our FAQ .
Most returns can be avoided by sending a replacement part.

Before sending in a spare part, you should always contact our service team.
You can find our contact details under the following link: https://jamara-shop.com/Complaint

Unfortunately, unannounced or unauthorised submissions cannot be processed.
You can submit your complaint quickly and easily online using our complaint form.
We will contact you directly and find a solution to your concern.
In many cases, it is possible to avoid sending in the product.

If the product has to be returned, please enclose a description of the fault and your contact details with your registered and authorised return. In the case of warranty or guarantee claims, we require a legible proof of purchase (receipt, etc.) or the completed guarantee card enclosed with the product.

2. Pack the complaint and send it to us.

Make sure that the packaging is adequate. Use a sturdy cardboard box. Use sufficient packaging material (cushioning foil, packaging chips, etc.) to prevent damage to the package contents.
We are not liable for damage caused by inadequate packaging. Make sure that the package is securely closed.
We are not responsible for parts lost in transit due to inadequate packaging.

For large Ride-on's, you may choose not to send add-on parts such as wheels, seats or windscreens in favour of the package size. However, always include all accessories such as charger, battery, transmitter, etc. Never send externally damaged batteries. Fire hazard! If in doubt, clarify the details with our service team before sending in the batteries.

Make sure that your shipment is sufficiently paid. We cannot accept unfree shipments. Please ask for a delivery or collection receipt and keep it. Our service address is:

JAMARA e.K.
Service Department
Am Lauerbühl 5
88317 Aichstetten

3. Complaint processing.

As soon as we have received your complete and previously registered complaint, we will process it immediately.
For warranty or guarantee-relevant complaints, you will usually receive a repaired or new item from us. For non-warranty or non-guarantee-relevant complaints, we reserve the right to provide you with a cost estimate. The processing in our house takes place immediately, but can take up to 10 working days depending on the season. Delivery bottlenecks of spare parts can also have a negative influence on the processing time, which we unfortunately have no influence on. Completely registered and correctly submitted complaints will be given preferential treatment internally.