In the event that a Buyer receives an item that is broken or not as advertised, it can be returned for a full refund. GearUp can also issue a partial refund, as agreed upon between the Buyer and the Seller. This is the recommended option, as it saves the Buyer the hassle of returning the item and maintains the Seller's reputation. Merely contact GearUp Support once a partial refund amount has been agreed upon. The best Buyers and Sellers are communicative and polite! Please keep all negotiations civil and on the GearUp platform
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
- 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. GearUp recommends that the Buyer list the item for sale on GearUp. If the Buyer liked the item enough to buy it, then it's likely that someone else will too.
All disputing Buyers have to enter the GearUp Dispute process to prove that the order is worthy of a return and a refund.
A dispute must be started within 3 days of receiving your item. To open a dispute, go to Profile > Purchases. Tap the three dots in the right corner of the item you'd like to begin a dispute about. Then tap Report an Issue. You will need to write a description and include photographic evidence to prove the item was not accurately described by the seller.
We will review the evidence and make a decision based on the evidence of whether a return will be accepted or not.
Only GearUp can refund an order, meaning a Buyer cannot withdraw a payment without GearUp's authorization. If a dispute is warranted, we strongly advise negotiating a partial refund to avoid the hassle and cost of a return. If the order is to be returned, the buyer has to cover the cost of shipping the item back to the seller.
We always defer to tracking on an order. If tracking shows that the package has been delivered, GearUp considers the order delivered, even if the Buyer claims otherwise.
If you have any questions regarding the status of a dispute, please do not hesitate to contact our Support Team. Please always reference your order # when contacting Support.