A golf cart dealer gets a call from a resort: one lithium pack will not hold charge and the cart stops mid-round. The dealer needs to know how to run the return so that the customer gets a working cart and the claim is not rejected on a technicality.
Run it in six steps: triage on site to separate the pack from the charger, cables and cart; collect identification and data; open a return case with the supplier and wait for a written decision; pack and ship the pack as dangerous goods, or arrange a replacement under the agreed terms; test the returned pack and record the finding; then close the case and update your stock records. Redway’s return process is not published, so agree the steps in writing at order stage.
The six steps
- Triage on site. Measure pack voltage, try a known-good charger, check connectors and fuses, and read any BMS display or app data. Many reported pack faults are charger, cable or settings faults.
- Evidence. Serial number, purchase date, cart model and controller, charger model, a log or photos of the fault, and the checks you made. Redway lists options such as Bluetooth, app, 4G, GPS, LCD and CAN-bus on its golf cart pages; if the pack has one, export the data first.
- Open the case. Send the package to the supplier and ask for a case number, the remedy (repair, replacement or credit) and who pays freight and labour. Redway’s golf cart warranty is 3 years, and 5 years on the 48V 100Ah model. Confirm the warranty term that applies to your order.
- Ship. A defective lithium battery follows stricter dangerous-goods rules than a normal one (special provision 376 under ADR and the IMDG Code). Use a forwarder that handles damaged or defective batteries, and do not ship a swollen or hot pack as ordinary cargo.
- Test and decide. The supplier tests the pack and reports a finding. Ask for the test data, not only the verdict.
- Close. Record the outcome against the serial number and update your own stock and customer file.
Keeping the customer informed
Tell the customer what happens next, how long each step usually takes and who to call. If the supplier approves a replacement, say whether a loan pack can be fitted first. A resort that loses carts in peak season cares more about speed and clear communication than about the technical cause, and a clear update after each step protects the relationship.
Risk limits
Redway’s claim and return steps, response times and freight terms are not published on its site, so every item above needs confirming with the factory. Do not open or repair a pack that is under claim. If a pack is swollen, hot, smoking or smelling, follow your site’s emergency procedure and isolate it before anything else. This article is general guidance, not legal advice.
Additional perspectives
Keep a return kit for each site: gloves, a non-conductive bag or box, labels and a one-page triage sheet. A consistent first visit makes the later claim easier and shows the customer you have a process.
Redway Tech Editorial Team – Dealer service perspective
Agree with your supplier, before the first order, whether you hold a small pool of replacement packs and how those are restocked after a claim. A pool lets you swap the customer’s pack at once while the supplier tests the returned one.
Redway Tech Editorial Team – Distributor perspective
Put a return annex in the supply agreement: evidence list, response time, who pays freight and labour, and the remedy options. It is much easier to settle terms before a failure than during one.
Redway Tech Editorial Team – Contract and procurement perspective
Specifications are taken from Redway product pages as of October 2026. Where a figure isn’t published, this article says so. Confirm current specifications for your model with Redway before ordering. This article is general guidance, not a site-specific engineering assessment.
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- Golf Cart Battery Safety & Protection
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- Golf Cart Fleet & Commercial Battery Systems
- 48V Golf Cart Battery Systems
- Quality Management
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