If there’s any issue with your order, please start by contacting our Customer Experience team as soon as possible, and provide them with a description of the issue relating to the reason for your return. In order to mediate the issue, GearSource will require copies of the pictures or video of any damage and a repair estimate, so please procure those in advance. Most issues can be resolved quickly, directly between buyers and sellers. Your communication must be received by Customer Experience within 2 business days of the shipment being delivered (or within 10 days of the anticipated delivery date in cases of non-delivery).
GearSource will review the documentation, the arrangements of the sale and communicate with the seller in order to reach resolution in accordance with our policies and expectations.
If no resolution is reached, our Customer Experience team will engage our Conflict Resolution Team to evaluate the situation. The Conflict Resolution Team will recommend the next step you should take, depending on the method of payment used. As long as we can see the order flow and that the payment was completed through the GearSource Payments system, GearSource may decide to issue a refund directly to your credit card, if no other resolution can be reached with the seller. If the sale was made outside the GearSource Payment System directly to the seller, you are not covered by the GearSource Buyer Guarantee – you will have to work directly with the seller to come to a resolution. If you have any questions, please contact Customer Experience.
In 95% of cases, resolutions are reached and everyone is satisfied with the outcome.
Note: returns that are requested for reasons unrelated to damage or operational issues, will incur a cancellation/return fee of 10% of the original order amount. In addition, the Buyer is responsible for all shipping costs for these returns. Refunds will be issued upon confirmed receipt and inspection by the Seller.