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All purchases on GEARhub are backed by GEARhub Protection. To qualify the buyer must contact the Seller & GEARhub within 7 days of delivery with photos &/or videos of the issues.

You’re eligible for a refund if you are found a victim of a fraudulent order or scam, or if the item you purchased arrived significantly different from how it was described.

We always recommend contacting the seller first, as the majority of issues are resolved between buyers and sellers. If a resolution cannot be reached, simply contact GEARhub Support to step in and assist.

1. Buyers Guide & Return Protocol

2. Sellers Guide & Return Protocol

1. BUYERS GUIDE & RETURN PROTOCOL

 

  • If the item you purchased arrived not as described, and is reported to the seller and GEARhub within 7 days of delivery, you are eligible for a refund. Outside of the 7-day window, a return is dependent on the seller’s good faith.

  • If the buyer is wanting to return the item simply because they simply do not like it, they are only able to return the item if the seller in good faith allows for it. If this is the case, then the buyer must supply their own return shipping label, and once the item has been returned, the refund will be completed.

  • The reason for your refund & return request will determine who is responsible for the return shipping costs.

  • Be sure you save all packaging in case GEARhub or the carrier asks for this.  

  • If you make any modifications to the item after receiving it, that voids GEARhub Buyer Protection and a return is not warranted.

  • Once the item is back in the seller’s possession, your refund should be initiated within 48 hours, and you will see the money back in your account within the next 7 business days. This allows for the seller to inspect the item and make sure it arrives back as described.

  • Once approved : Ship the item back to the seller. Be sure to confirm the seller’s return address with them prior to shipping.

  • Return Payouts: For return payouts GEARhub charges a processing & transaction fee of 0.35% ( of the total transaction fee), + R13.70.

GEARhub Protocol for getting a Refund & Return :

  1. Gather photos/videos of any issues once they are encountered.

  2. Contact the Seller directly : All sellers on GEARhub have a contact number. First communicate & share your issues & photos with them directly. Or alternatively leave a note on the sellers Shop-page via GEARhub-Messaging system, with the reason for your Refund request.

  3. Email GEARhub at info@allbang.co.za 

    * Title your email “REFUND REQUEST“

    * fill us in on the issues that were encountered. 

    * Give us a reason why you have requested a refund

    * Send us the necessary photos/videos of the issues brought to attention.

    * Send us the record of shipment invoice.


    🕑 Allow the seller 24 hours to respond to this request.

    > If the seller remains unresponsive to your messages after 24 hours, you can contact GEARhub Support to step in and assist.


GEARhub Refund & Return Payouts : 

  • For Return payouts, GEARhub charges a processing & transaction fee of 0.35% ( of the total transaction fee), + R13.70.

  • After your refund has been issued, it may take up to 7 business days to appear on your credit card/bank statement depending on your financial institution’s processing times.

  • A credit card refund can only be issued to the card used for the original purchase. It’s not possible to have your refund issued directly to a different card.

  • If the original card used for payment is no longer valid and a replacement card has been issued, the refund should appear automatically on your new card. If a replacement card hasn’t been issued, please get in touch with your credit card provider for more information about how to receive your refund.


What happens if the seller doesn’t respond or denies the request?

If you don’t receive a response from the seller within 24 hours of submitting a refund request, or you feel your refund was unfairly denied, contact GEARhub Support to step in and assist.

 

Who is responsible for return shipping costs ?

  •  If the item purchased arrived not as described, the Seller is responsible for the return shipping costs.

  • If the item purchased arrived damaged, the Buyer is responsible for the return shipping costs.

 

Where can I find a return address ?

To ensure your shipment will be received safely by the seller, you will need to message them directly to confirm their desired return shipping address. This is critical since sellers must receive the returned item before completing the refund.

* Make sure the Seller approves your refund request first before shipping the item back.

 

How long will my refund take to process ?

Once a seller issues you a refund for a purchase you’ve made on GEARhub, it usually takes up to 7 business days for this to be refunded back to your original payment method’s account.

Exemption of Liability for GEARHub:

It is important to note that GEARHub is not liable or responsible for any damages that may occur to the goods during the shipping process from point A (the seller’s location) to point B (the buyer’s location). This exemption applies to both domestic and international shipments.

  • Liability Waiver: As per the terms and conditions of the sale, once the goods are dispatched and in the hands of the courier service, GEARHub assumes no responsibility for damages, loss, or theft that may occur during transportation. The buyer, by accepting the terms of sale, agrees to bear responsibility for any risks involved during the shipping process.

  • Third-Party Responsibility: The courier service or shipping company chosen by the buyer is responsible for the transportation of goods. If any issues such as damages, loss, or delays occur, the buyer must directly liaise with the courier service to resolve the matter. It is highly recommended that buyers take appropriate steps, such as purchasing insurance, to mitigate potential risks during transit.

 

2. SELLERS GUIDE & RETURN PROTOCOL

 

  • If the item that was purchased arrived not as described, and is reported to the seller and GEARhub within 7 days of delivery, the Buyer is eligible for a refund. Outside of the 7-day window, a return is dependent on the seller’s good faith.   

  • If the item arrived not as described, it is on the Seller to supply a return shipping label and/or file a claim with the shipping carrier if the buyer reported issues within 7 days of delivery.

  • If the item is being returned to you, once you have it back and it has been inspected, GEARhub will then send the buyer’s money back to their account.

  • If the buyer is wanting to return the item simply because they simply do not like it, they are only able to return the item if the seller in good faith allows for it. If this is the case, then the buyer must supply their own return shipping label, and once the item has been returned to you, the refund will be completed.

  • Pro-tip: Be sure the buyer saves all packaging and supplies photos and/or videos of the damages or issues.

  • Kindly Note : For Return payout GEARhub charges a processing & transaction fee of 0.35% ( of the total transaction fee), + R13.70.


How to respond to a buyer’s refund request ?

When a buyer submits a request for a refund, the seller has two options – “Approve” or “Deny” the request to return the item.

  1. Contact the Buyer to discover the reasons for the refund request. Collect all the necessary photos & videos of the issues encountered.

  2. Come to an amicable agreement & decision as whether to Approve or Deny their refund request.

  3. Email GEARhub with the issues that were encountered, & your decision whether to Approve or Deny the refund & Return request.


How to initiate a refund on an order ?

To initiate a refund:

  1. Locate and collect the Order number from your Gearhub Vendor Dashboard.

  2. Gather photos and video evidence of the refund request.

  3. Email GEARhub with your Refund decision. 

    Title your email “REFUND” followed by the Order-Number in question.

    * Fill us in with the issues that were encountered.

    * Give us a reason why you have chosen to either Approval or Deny of the Refund request.

    * Send the necessary photos/videos of the issues encountered to info@allbang.co.za. 


What happens after I initiate a refund ?

After a refund is initiated through GEARhub the buyer will ship the item back to the seller. Once back & inspected :

  1. GEARhub refunds the buyer.
  2. If you haven’t been paid for the sale yet, nothing will be charged to your billing card. The order will simply be cancelled.
  3. Selling fees are refunded. For full refunds you will be refunded GEARhub’s commission fee. 
  4. Kindly Note : For Return payouts, GEARhub charges a processing & transaction fee of 0.35% ( of the total transaction fee), + R13.70.


How do I contact the buyer of my GEARhub order ?

If you are trying to get in contact with the buyer of your GEARhub order, you can do that directly via the GEARhub platform and our message system.

To message a buyer:

  1. Head to your Orders page on GEARhub Dashboard.
  2. Locate the specific order & type your message to the customer in the “Add Note” field.
  3. Lastly click on the “Add Note” button to submit your message. 


Exemption of Liability for GEARHub:

It is important to note that GEARHub is not liable or responsible for any damages that may occur to the goods during the shipping process from point A (the seller’s location) to point B (the buyer’s location). This exemption applies to both domestic and international shipments.

  • Liability Waiver: As per the terms and conditions of the sale, once the goods are dispatched and in the hands of the courier service, GEARHub assumes no responsibility for damages, loss, or theft that may occur during transportation. The buyer, by accepting the terms of sale, agrees to bear responsibility for any risks involved during the shipping process.

  • Third-Party Responsibility: The courier service or shipping company chosen by the buyer is responsible for the transportation of goods. If any issues such as damages, loss, or delays occur, the buyer must directly liaise with the courier service to resolve the matter. It is highly recommended that buyers take appropriate steps, such as purchasing insurance, to mitigate potential risks during transit.