Refund policy
Defective Items
Within 30 days from the date of shipment (identified as the date of the Delivery Order), should you find that the GearUp product is defective (that is, the GearUp product is simply not working or is faulty in a certain way that prevents you from using the product as advertised), you may contact our online customer support at shop@gearupbooster.com, providing details of your purchase (including the serial number of the product), the date of purchase, the issue(s) or defect(s) identified, as well as your contact email address.
Once you submit a defect investigation request, you will be assigned with a RMA (return material authorization) number. Our team will proceed to troubleshoot and/or diagnose the defect virtually and will update you on the status of their investigations over the next few working days. Most of the time, our team will be able assist you to address your concerns virtually. We seek your cooperation and patience during this time.
Refund / Replacement Policy
In the case where the product is indeed identified by GearUp to be defective, and you are based:
- In the United States of America: then depending on the case (and availability of stock), GearUp may either refund your purchase, replace your defective item one-to-one with a new or refurbished product, or offer you an equivalent product as replacement or upgrade (top-up may be needed). For replacements or upgrades, you shall be liable to pay for all shipping and handling costs to send the defective product back to our warehouse located at the address below. All items shipped to our warehouse must be accompanied with your RMA number prominently affixed to the product packaging. GearUp shall be responsible for shipping the replacement or upgraded product back to you. If you receive a refund, the cost of return shipping will be deducted from your refund.
Warehouse Address: 1150 S Etiwanda Ave, Ontario, CA 9176
- Outside the United States of America: then depending on the case (and availability of stock), GearUp shall refund your purchase. Returns are not possible.
Cancellation Before Shipment
Should you wish to cancel your order prior to the scheduled despatch date, we shall refund your payment promptly after subtracting any refund fees payable by GearUp, or costs payable to payment gateway providers (such as credit card charges).
Please note that order cancellation and refund requests can only be accommodated within 24 hours of purchase, provided the product has not yet been dispatched. To cancel an order, kindly send an email to shop@gearupbooster.com including your order ID (which starts with GUPB), along with the name and phone number you used in the Shipping Details during your purchase.
Orders Non-Cancellable After Shipment
All orders are non-cancellable after the product has been despatched from our end. Please also note that we are unable to refund the transaction fee that PayPal or your credit card issuer would have charged. While refunding the balance, we shall, as a standard practice, provide a supporting screenshot of this non-refundable portion.