2. Complaint: The GearBest warranty protects the customer in every situation

Author: Weru1991
Saturday, September 28, 2019

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In this article, we’ve focused on how you can claim goods at GearBest and when you will be refunded. It may happen that you will receive a different product than you have ordered or the goods are damaged or incomplete. Do not worry, GearBest is loyal to its customers, which means you are protected even if something like that happens.

Warranty and Return

For detailed information on claims and repairs at Gearbest, visit their site.

So, we will go through what can happen and how to act in this situation. We will show you how to start a claim and in which case you can ask for a refund.

1. Goods are damaged

GearBest is doing everything to deliver the goods to customers in the most reliably. They focuse mainly on quality packaging of electronics and fragile goods, but sometimes even this may not be enough. In this case, you are 100% protected. However, you must follow the following steps:

  1. a) Instantly take photos or videos of damaged goods including packaging. Make sure everything is visible on video and photos. Choose the right lighting and distance.
  2. b) Contact the GearBest Customer Center within 3 days of receiving the product (read more about customer support here)
  3. c) Describe in detail the problem, attach photographs or video.
  4. d) Return the goods back to the seller according to the customer’s service instructions. Keep your postage documents. If the goods are found to be “damaged during shipping”, GearBest will cover all costs. The product will be inspected by professional technicians who will evaluate the damage.
  5. e) You have to decide if you want to replace the damaged part with a new one or return the money for the goods.

 

2. Goods did not arrive complete or did not match the order

When you receive your order, always check that the order is complete. In rare cases, something may be missing or there might be items that you have not ordered. In this case, the procedure is as follows:

  1. a) Instantly take photos or videos of damaged goods including packaging. Make sure everything is visible on video and photos. Choose the right lighting and distance.
  2. b) Contact the GearBest Customer Center within 3 days of receiving the product (read more about customer support here)
  3. c) Describe in detail the problem, attach photographs or video.

This complaint is basically resolved as follows:

  • If the order is not complete, GearBest will provide you with the rest of the order at their expenses.
  • If you have received other goods than you have ordered, GearBest can return you money or send the right product. GearBest then decides whether you need to send back the wrong product, but in this case the GearBest pays the postage.

 

3. Items do not work

All products that GearBest offers in its shop are really checked with high-quality control. In case your items go wrong, you can be absolutely calm. GearBest offers its customers several options to solve this situation.

Refund of money within 45 days

If the goods go wrong, most of the GearBest products can be returned within 45 days. Your money will be refunded, but you will have to pay the cost of sending the product back. Exceptions include products whose use is associated with significant mechanical stress, Remote control toys and other goods, associated with significant mechanical stress, are excluded. For these warranties, a 45-day money back guarantee does not apply. But there are other ways to claim such goods.

Repair free of charge

Unless otherwise stated for your product, GearBest offers you a standard yearly warranty. The warranty period begins to run from the date of arrival of your goods. During this period, the customer has a right to have a free repair. In order to get your goods repaired, you must contact the GearBest Customer Center. You are supposed to pay for postage to the seller / repairer, and the seller will pay for the postage of the repaired goods back to you.

Problem with the clothes

Clothes are under specific conditions. Within 30 days of delivery, you can replace or return clothes in case of not being satisfied with your order. The clothing you are returning must not be worn, washed and have original labels and the packaging in which you got it.

In case you got another size than you ordered, GearBest will send you the correct size or return money at their own expense. If you just want to change size because your clothes is not fitting, the seller will send you another size, but you are already paying for the postage.

 

Certain types of clothing can not be returned for hygienic reasons. This includes underwear, swimwear and earrings. Every time your goods arrive, check them out and test them immediately

4. Lifetime technical support

Did you buy a mobile phone on GearBest and you need help with setup? GearBest offers you technical support for these situations.

What to not forget to make the claim right

  1. Never send the goods back before you make an agreement with the Customer Center and always follow their instructions.
  2. Use the order number and product code (SKU) when communicating with the customer center. You can find both data in the email you received your order confirmation or in your GearBest account.
  3. Before claiming your product, be sure that you used it correctly. You have right batteries, power etc.
  4. Never attempt to repair the goods yourself.
  5. Claim damaged / bad goods as soon as possible
  6. If you agree to a refund using GearBest, you will be able to use the money for the next purchase
  7. You will be refunded to your account / card / paypal you paid from. Be prepared, that the action will take some time
  8. If you are sending goods back, choose the cheapest form of postage and keep a proof of payment. In many cases, you are entitled to a refund.

 

 







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