Refund & Replacement Policies:
- If you received an item that is damaged or faulty we will happily refund or replace the item once we receive and verify your information. Please contact us within 48 hours after receiving your order and provide the following:
- Your order number.
- A picture of the damaged product.
- Allow us time to receive and verify this information. Once verified we'll be happy to either send you a refund or a replacement free of charge.
- Our store does not directly accept Returns or Exchanges, once an item has been received it cannot be returned directly to us. However, you can return your item to the sender (manufacturer) listed on your package but this is not recommended because you will have to pay for any shipping fees and the returned item cannot be used or damaged in any way (insured return shipping will have to be paid for by the customer).
- We can only offer you replacements at no additional cost if your item falls under the below criteria:
- Items are faulty – damaged/broken or soiled upon arrival.
- Parcels that are lost in transit.
- Note: Gear Metro will not be held liable for any lost or misroute parcels. Please ensure that all the information you have provided is correct before submitting your order to prevent losses in mail or other mishaps from happening.
- International customers must provide a phone number.
- If you have other concerns, please contact our Customer Service via email (firstname.lastname@example.org) or through sending us a message on our contact us page.
Return to Sender/Manufacturer Packages:
- Returning your item to the sender/manufacturer in the mail is not recommended because you will need to pay for return shipping. Furthermore insured return shipping would be recommended so that your returned item isn't damaged in the mail. This cost will likely be greater than the cost of the product(s) purchased meaning in most cases you'll face a loss even if you do successfully return the item and a refund or replacement is issued. This option is yours to make but highly discouraged.
- If you choose to return your parcel to the sender (manufacturer) notify us before you do so. This way your return will process sooner because the sender will know your return is on the way.
- Gear Metro will not be held liable for packages that are returning to the sender. Customers are advised to carefully enter the correct sender address(es) otherwise; the package(s) will not be delivered/returned.
- Once the item is received at the manufacturer's warehouse, we will verify with them that the item is not used or damaged. Upon verification, you may receive either a replacement or refund for the total item value. Please keep in mind that processing and insured shipping costs are usually at least half the order total so please be careful to send your package to the correct sender address.
- Can I cancel my order(s)? Yes. However, cancellations must be made within 24 hours of order placement. Send us an email within 24 hours and let us know the reason why you wish to cancel your order. We do not accept cancellation of orders outside the 24 hours window and/or because orders may be processed and shipped out already. Please note that our shipping information is posted in each product’s description hence all customers should be aware of this before concluding an order.
- All refunds will be processed within 24-72 hours before the funds reflect to the customer’s bank account.
- For orders that weren't canceled within 24 hours please refrain from sending your purchase back to the manufacturer. Instead to receive a full refund send us an email stating your concerns and attach both a picture of the item(s) showing the product shipping label and its original unopened packaging within 48 hours upon receipt of the order. Once sent allow us time to receive and verify your information. Once verified we will issue you a full refund.
- Note: Our team will inspect/verify the information and photo(s) you send us before we issue out a refund/replacement. Gear Metro reserves the right to refuse any replacement or refund if it does not meet the above criteria.
- Late or missing refunds (if applicable) If you haven’t received a refund yet, check your bank account again and contact your credit card/banking company, it may take some time before your refund is officially posted. If you’ve done all of these and still have not received your refund yet, please contact us either by email at email@example.com or through submitting a ticket at our website contact us page.