It’s an easy and good experience to shop on GearBest.com. However, sometimes, unfortunately, you may need some after-sale service with situations like: what to do if you aren’t satisfied with your ordered items? How to complaint when you received a wrong or damaged product (DOA)? To many customers, an after-sale communication is a headache, but don’t worry here. We bring you an overview of the most common reasons for complaints and how they can be the easiest to deal with.
Warranty & Returns
All products provided by GearBest are subject to 1 year warranty if not differently specified on the product page. Additionally, you have a 45 days time-frame (30 days for categories including clothing, shoes, watches & jewelry, flashlights, phone and tablet accessories, drink ware, home gadgets, home decors, party supplies and home textiles) to return the item if you are not satisfied with your purchase.
Altering the product voids this warranty so please make sure that possible software updates origin from a trustworthy source.
Under very rare circumstances you will receive a DOA (dead on arrival) product or a wrong product. In this case, you can open a ticket within 72 hours from the moment you receive your item. For a quick feedback, you’d better upload a picture or video to prove the issue. For DOA, GearBest will reship or reimburse. Thus, mention your choice in the ticket. In general:
- For low value items GearBest might reship without asking you to send back the broken product
- For expensive items GearBest might require you to send back the broken product (*)
(*) If you have to send back the broken or wrong product, GearBest will reimburse your shipping costs up to US$50. Follow carefully the instruction provided in the RMA (Return Material Authorization) letter. The parcel will take time to reach GearBest. Once arrived will be processed in around 7-10 business days. If you urge the item, we suggest you to go for reimbursement and consider to order a new one.
Note: All returns must be confirmed via the ticket center. Returned items without Return Merchandise Authorization (RMA) will not be accepted. If you have returned the package without prior authorization (RMA form), or send to the wrong address, return an incorrect item, or submits an empty package, Gearbest reserves the right to refuse any compensation.
As mentioned above, for most of products on GearBest, a 45 Day Money Back Guarantee is offered. Thus, in the unlikely situation that your product is faulty, you can send it back for a refund within 45 days of receiving it. Return shipping reimbursement is unavailable.
GearBest refunds are made directly to your GearBest Wallet (Store Credit) by default. You can use your GB Wallet to purchase brand new products on GearBest.com at any time. It may take between 24-48 hours to complete the refunds. Please login to your GearBest account to check it.
If you want to transfer your GB Wallet balance to your original payment source (e.g. PayPal or credit card), please contact the GB Support Center.
For PayPal refunds, please allow up to 48 hours for the transaction to appear on your PayPal account. You can view the status of your refund from your Account History. The processing time will depend entirely on PayPal. If you do not have a PayPal account, please allow up to 7-14 business days.
For credit card refunds, it may take up 7 to 14 business days to appear in your account. This delay depends entirely on your credit card company and any intermediaries.
If you open a PayPal dispute for a yet not shipped item, GearBest will reimburse the order.
If you open a PayPal case for a shipped item, GearBest will reimburse once the item is shipped to GearBest. Unfortunately the buyer has to take over the shipping costs after contacting the support to receive your unique return receipt.
We suggest to open a PayPal case only if the purpose is reimbursement.