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What should I do if a product I bought from GearBest has a problem or is broken?

ByDavid Tsang 2018-08-22 6625

Sometimes it happens. With thousands of orders shipped out every single day and a product catalogue spanning over300,000 products, a GearBest item might arrive broken or develops a problem. While extremely unlikely due to our extensive QA process, this guide walks you through the steps to resolve the problem.


Gearbest Shopping on Gearbest


Shopping at GearBest is not just about enjoying incredible new tech at low prices. The website offers a dedicated experience: an order doesn't simply end when you receive it, it ends when you are completely satisfied. Despite an expanding customer base, increasing product range, and high volume of daily orders, we understand that sometimes the product doesn't work as it should. Keep calm and read our guide. GearBest has got you covered. With our comprehensive warranty and return policy, every single customer is protected for total peace of mind.

GearBest return policy 

If your GearBest product develops a problem

If there is an issue with your product, our One Year Repair Warranty will cover you. The coverage period, unless stated differently on the product page, is one year starting from the date you receive the goods. During this time, you are eligible for free repair. However, using this service requires prior confirmation with the manufacturer via Customer Service.

Should you ever need to return a product back to GearBest, you will always need authorization – this is to protect both GearBest and the buyer. If you wish to arrange a product return, please contact our Support staff first to obtain an RMA (Return Merchandise Authorization) number. The official warranty and returns page outlines the steps required. A separate Apparel Returns Process is covered on the same page.

some repairing services for your GearBest product develops a problem 

Using the free repair service requires customers to pay the shipping fees for returning the faulty item to us. Similarly, GearBest will cover the shipping fees to send the repaired item back to you. Please note that if the buyer has damaged/misused the item(s), it will not be eligible for a free repair, however customers can still return it at their own cost and pay a repair fee. Return shipping fees will be the customer's responsibility in such cases.

While we have continued to streamline our returns process to make it easier to use, customers can also check out our product return visual guide that walks customers through the process.

All returns will be inspected by our in-house technical team upon arrival. If a returned item cannot be repaired, GearBest will offer an alternative solution.

If your GearBest product arrived broken

Should any of our products arrive damaged and/or faulty, our 7 Day Dead on Arrival (DOA) Guarantee allows for product returns or refunds for such items. Our competitive 45 Day Money Back Guarantee also exists in the event of receiving a faulty product, allowing customers the choice of either returning it for a refund or arrange an item exchange.

product returns or refunds for your GearBest product arrived broken 

GearBest support staff are available to provide advice on specific cases, no matter how complicated. Customers can contact them at the Support Center to discuss their individual situation.

Is there any special product warranty for specific product categories?

Yes, as noted on our warranty page, this applies to: clothing, shoes, watches and jewelry, flashlights, phone and tablet accessories, drink ware, home gadgets, home decors, party supplies and home textiles. Specifically, returns for these categories can only be accepted within 30 days of receiving the item. This is for product exchange or store credit if damaged, faulty, or the wrong item. Merchandise must be returned unworn with tags intact along with a completed RMA form.

 GearBest customer service  

For RC toys, scooters and wheels, these categories are naturally subject to natural wear and tear through repeated use. As a result, our 45 Day Money Back Guarantee relating to RC toys, scooters and wheels, only directly covers 7 Day DOA cases where the product does not work out of the box. We always strongly advise customers to inspect the product carefully upon arrival.

Are there any exceptions to warranty coverage?

To ensure fair use of the policy for all of our customers, some warranty exceptions exist. For example, both natural product degradation (wear and tear) and breakage/damage during use are considered to be customer-caused.


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Is it possible to void the warranty?

Yes, if the customer has damaged or misused the item, then the warranty is rendered void. However, customers are still able to contact us to order replacement or spare parts (if applicable). A nominal charge and shipping fee will be applied to cover the cost.

As noted on our warranty page, the customer can void the warranty under the following situations:

● Flashing a firmware or rooting a device

● Opening the device to attempt a repair

● Modifying, removing, customizing or ‘modding' the product

● Continuing to use a faulty item and causing more damage


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Wrap up

Got a problem with your GearBest product? Our user-friendly warranty and policies are here to help customers to save time. Online shopping doesn't need to be stressful or risky, so just shop and enjoy our fantastic products. Our international customer service team is also on-hand to provide any assistance you might require. Get the best shopping experience, lowest prices, and best support right here at GearBest.


 You may also want to read:
 GearBest warranty and return policy simplified
 6 tips about applying for a product return on GearBest
 GearBest customer service guide: choose the best way to solve your issues


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