Intake Form
🔧 Repairs & Technical Support
Experiencing an issue with your Flex Adventures product? Our team is here to assist with repair requests, technical support and warranty-related faults.
Please read the information below before submitting your product for repair. Completing the repair intake form allows us to record your details, understand the reported problem and guide you through the next steps.
📝 Complete the Repair Intake Form
1. How the Repair Process Works
Step 1 — Submit Your Repair Request
Complete our online Repair Intake Form and provide accurate customer and product information. Explain the fault as clearly as possible so our team can understand the issue.
Please have the following information ready:
- Your full name and contact details.
- The product model and serial number.
- The date of purchase and original proof of purchase or invoice.
- A clear description of the fault and when it occurs.
- Relevant photographs or videos showing the problem, where requested.
Step 2 — Await Confirmation and Instructions
Our team will review your submission and advise you on the next steps. Please wait for your repair reference and shipping or delivery instructions before sending your product to us.
Important: Submitting the form does not automatically mean that a warranty claim has been approved or that a repair has been authorised.
Step 3 — Product Inspection and Assessment
Once the product has been received, it will be inspected and tested to determine the cause of the fault and whether it qualifies for warranty coverage.
If the repair is chargeable, a quotation will be provided where applicable. Chargeable repairs will only proceed once the quotation has been approved and payment has been received.
Step 4 — Repair and Return
Once the assessment and any required approvals have been completed, our team will proceed with the applicable repair process. We will communicate relevant findings, quotations or delays where necessary.
2. Warranty Repairs and Claims
Products are covered by a standard three-year warranty from the date of purchase unless otherwise stated on the invoice. Warranty claims are subject to the applicable warranty terms and assessment by Flex Adventures or an authorised repair agent.
The warranty generally covers manufacturing defects in materials or workmanship and faults that occur during normal intended use within the applicable warranty period.
A repair, replacement or other warranty outcome is not guaranteed until the claim has been assessed and approved.
What Is Required for a Warranty Claim?
- Valid proof of purchase or an invoice.
- Product details and serial number.
- A description of the fault and any supporting evidence requested.
- Inspection and assessment by Flex Adventures or a registered repair agent.
For approved warranty claims, Flex Adventures covers the applicable repair or replacement costs and return courier costs within South Africa, in accordance with the warranty policy.
If a claim is not approved, a repair quotation and applicable return shipping costs may be provided. Products found to be in full working order or where no fault is found may be subject to applicable inspection, labour and courier charges.
3. Out-of-Warranty Repairs and Costs
Products outside the applicable warranty period, or faults excluded under the warranty terms, may still be eligible for repair, subject to assessment and parts availability.
Out-of-Warranty Assessment Fee
A R350 assessment fee applies to units that are out of warranty. This fee covers the assessment of the unit and the preparation of the repair findings or quotation.
- If you proceed with the repair: The R350 assessment fee will be absorbed into the final repair bill. It will not be charged as an additional fee on top of the agreed repair charges.
- If you decline the repair: You will be required to pay the R350 assessment fee for the assessment already carried out.
Additional Repair Costs
- Labour: R650.00 per hour, excluding VAT.
- Parts and materials: Charged separately where applicable.
- Courier costs: May be payable by the customer, depending on the assessment outcome and applicable policy.
Repair quotations depend on the nature of the fault, the labour required and the availability and cost of replacement parts. Chargeable repairs will only proceed once the quotation has been approved and payment has been received.
The R350 assessment fee is separate from the quoted repair costs until you approve the repair. If you approve the quotation and proceed, the fee will be absorbed into the final bill as described above.
4. Repair Turnaround Time
Please allow up to 14 business days for the repair process, depending on the nature of the fault and the availability of spare parts. This is an estimate, not a guaranteed completion date, and excludes courier transit time.
Additional time may be required where specialist testing, replacement parts, supplier availability or further assessment is necessary.
5. Packaging and Shipping Instructions
Please do not send your product before receiving your repair reference and instructions from our team.
When instructed to send your product for assessment or repair, please follow these guidelines:
- Package the product securely using suitable protective materials and a sturdy carton.
- Protect corners, screens, control panels and other delicate components.
- Remove all personal contents and unrelated accessories before shipping.
- Include only the accessories required for testing, as advised by our team.
- Keep your courier tracking details and proof of dispatch.
Unless otherwise agreed in writing, customers are responsible for safely packaging and delivering or couriering the product to Flex Adventures. Return shipping responsibilities depend on the assessment outcome and the applicable warranty terms.
6. Products Purchased Through a Reseller
If you purchased your product through a reseller, retailer, distributor or online marketplace, Flex Adventures can assist with authorised inspection, warranty assessment and technical support.
Requests for refunds, credits, exchanges, cancellations or other returns must generally be directed to the original seller and handled according to that seller's policy and applicable consumer protection legislation.
7. Uncollected Products
Please arrange collection or delivery of your product once you have been notified that the repair is complete or a quotation has been issued.
Under our Warranty Policy, products not collected within three months of the repair completion notification or quotation issuance may be treated as abandoned, subject to the terms of that policy.
8. Contact Flex Adventures
Need help completing your repair request or understanding the repair process? Contact our team using the details below.
Email:
info@flexadventures.co.za
Telephone:
021 879 5605
Clicking the WhatsApp button opens a chat with Flex Adventures and pre-fills a message asking for repair assistance.
For full warranty terms, exclusions and conditions, please refer to our Warranty Policy. For refund, return and exchange requests relating to purchases made directly from Flex Adventures, please consult our Refund Policy.