This Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 12/10/2018.
If your item arrives damaged or faulty you can return it, all items come with a 1 year guarantee. As a retailer we have the opportunity to repair or replace items that are faulty before offering a refund. If you've changed your mind and want to send it back, you can return it within 30 days from purchase as long as it is in ALL of its original packaging and is undamaged and has not been used.
Open a return request
To return an item you MUST open a return request by clicking here. Please ensure you select an accurate reason for requesting the return as failure to do so can lead to the request being rejected. Please view the relevant support article below for further information:
I have received an incorrect item?
I have ordered an incorrect item?
I have ordered the right item but no longer need it.
I have received a faulty item.
Once you've opened a return request
You'll receive an email confirming we've received your return request and a member of our team will reply back (typically within 48 hours) with the next steps. It is important to provide all the information requested by our team and any additional documents to get the matter resolved in a timely manner. From opening the return request should we require additional documents or the item(s) returning you have 30 days to do so before the request will be closed and no further action will be taken.
Send the item back
Please do not send any items back until a member of our team has been in touch, in some cases sending the item back may not be necessary. For items that you've changed your mind about and wish to return, it is your responsibility to pay for the return postage. For faulty items we will provide a tracked freepost return label, a member of our team will provide this when they contact you. You'll need to send the items back within 30 days of opening the request or it will be closed and no further action will be taken. Providing tracking details for your return helps protect against delays or issues in the replacement or refund process, we cannot be responsible for lost parcels that are sent without tracking.
Get your replacement or refund
Once we receive the item back from you, or once we agreed to replace or refund you and ask you to dispose of the faulty item, we will process your replacement order or refund within 2 business days. When we do you'll receive an email letting you know. For refunds It usually takes 1 to 2 business days for a PayPal refund to go through. If you paid using a credit or debit card, it usually takes between 2 to 3 business days to process, depending on your card provider. For replacement items your order will be shipped and arrive within 2 to 3 days, you will receive email confirmation of the shipment.
Cancelling a request
If you've changed your mind about a return request you've opened and no longer wish to return your item, it's easy to cancel your request. Reply to the agent who is dealing with your return request and let them know, if we manage to resolve the issue with you the agent may also close your request (with your agreement the matter is resolved).
Misuse of returns
Our return policy is designed to protect both our customers and ourselves. If we decide that a customer is misusing the Gear Geek return policy unintentionally or otherwise they may be subject to a range of actions, including account suspension, cost deductions for item(s) and postage fees and rejection of return requests. Examples of misuse of our policy include:
- Selecting an inaccurate reason for return request
- Disregarding item conditions required for a return
- Requesting an excessive number of returns
- Disregarding return time frames required for a return
- Unauthorised use of a freepost return label
Rejected Return Requests
In the rare occurrence of a return request being rejected we will be unable to replace or refund your order. Once a return has been rejected we cannot overturn a decision and you will have 7 days from receiving the rejection email to decide if you want your item(s) back before we recycle them.
For unwanted item(s) this typically occurs when parts or packaging are missing or damaged. Please ensure all parts and original packaging are returned in a unused, resalable condition and packaged safely to avoid rejection of your return. You will have the option to receive the item(s) back but will be responsible for a processing fee and postage.
For item(s) you believe are faulty that our technical find are in full working order your return request will be rejected. You will have the option to receive the item(s) back but will be responsible for a processing fee and postage.