A few things to be prepared with when dealing with Dragon Care; they asked me for a scan of the damaged part (I had a short-shot part on the sprue) and a scan of my sales receipt. I just placed the receipt next to the malformed part still on the sprue on my scanner and sent them that photo. I didn't hear back from them, but 30 days later I had the replacement part.
My kit was a relatively new release at the time and I had just bought it and opened it. Who knows how it would have gone had I not opened the kit right away and attempted to build it. If it had sat in the stash for months or years and the receipt long gone and the kit no longer in production, I may have been out of luck.