If you receive an item that is broken or not as advertised, you may reject the item for our dispute resolution team to determine whether it is eligible for a return.
Within 72 hours of receiving the item, reach out to us via email and describe the situation with photographic evidence. Once we've received your dispute, we can help you through the process.
What is covered under a dispute?
- Undisclosed damage
- Incorrect or missing item
- Item not as described
- Item is not authentic
What is NOT covered under a dispute?
- Item received as advertised
- Item not the expected size
- No longer want the item
- Shipping time
If the item is as advertised and the Buyer has determined that it’s simply not for them, then the Seller is not obligated to accept a return but has the option to do so. If the item is ultimately returned, the Buyer will be refunded the cost of the item, but they will not be refunded the cost of shipping. The cost of return shipping will also be withheld from the refund amount.
After the item is delivered, you’ll have 3 days to open a dispute. The order becomes nonrefundable as soon as you have approved the sale or 72 hours after the item has arrived at your address-- whichever comes first. The order also becomes nonrefundable once the item has been used.
If GearUp determines that your dispute is legitimate, you will be able to return the item to the Seller for a full refund. You will be provided a prepaid return shipping label if it's determined that the item is not as advertised. GearUp will cover the cost of shipping to the Buyer and the Seller will be required to cover the cost of return shipping.