Refund policy

Returns & Warranty Policy

At Gearbase, we are committed to providing quality products and reliable customer service. This policy outlines our returns and warranty procedures and does not limit any rights you may have under the Consumer Protection Act (CPA), 68 of 2008.

1. 14-Day Return Policy

If you are not completely satisfied with your purchase, you may request a return within 14 days of receiving your order.

For a change-of-mind return, the customer is responsible for the cost of returning the product to Gearbase, unless otherwise required by law.

To qualify for a return, the product must:

  • Be unused or only tested as reasonably necessary.

  • Be in its original packaging where reasonably possible.

  • Include all accessories, manuals and components.

  • Be accompanied by proof of purchase.

Products that show signs of misuse, accidental damage, neglect, modification or excessive wear may not qualify for a full refund, subject to applicable consumer law.

2. Defective or Faulty Products

If a product is defective, unsafe or does not perform as reasonably expected, you may have remedies available under the Consumer Protection Act.

Within 6 months of delivery, qualifying defective products may be eligible for:

  • Repair

  • Replacement

  • Refund

Any statutory choice available to the consumer will be honoured as required by applicable law.

Gearbase reserves the right to inspect the returned product to verify the reported defect and determine whether the issue is a manufacturing defect or an excluded cause such as misuse or accidental damage.

Where Gearbase is responsible for a qualifying defective product, reasonable return shipping costs will be handled in accordance with applicable consumer law.

3. Six-Month Product Warranty

Eligible Gearbase products include a 6-month warranty against manufacturing defects.

The warranty covers:

  • Manufacturing defects

  • Faulty workmanship

  • Material defects under normal intended use

The warranty does not cover damage resulting from:

  • Accidental damage

  • Dropping the product

  • Abuse or misuse

  • Improper cleaning

  • Improper installation or assembly

  • Commercial or industrial use where the product is intended for personal use

  • Alterations or modifications

  • Damage caused by incorrect storage

  • Cosmetic damage that does not affect functionality

  • Normal wear and tear

  • Failure to follow the product's care, installation or usage instructions

Where reasonably possible, products returned for a warranty claim should include the original packaging, accessories, labels and other components supplied with the product.

Warranty claims will be assessed individually to determine whether the issue resulted from a manufacturing defect or from misuse, accidental damage, improper installation, modification or another excluded cause.

Nothing in this warranty limits any rights provided to consumers under applicable South African law.

4. Products Damaged During Delivery

If your parcel arrives visibly damaged, please:

  • Notify Gearbase as soon as reasonably possible, preferably within 48 hours of delivery.

  • Take photographs of:

    • The packaging

    • The shipping label

    • The damaged product

Prompt notification helps us investigate the matter and raise a claim with the courier where applicable.

5. Incorrect Products

If you receive a product different from what you ordered, please contact Gearbase as soon as possible.

Once the error has been verified, Gearbase will arrange the appropriate return or collection and provide the correct product at no additional cost, where applicable.

6. Return Shipping

Gearbase Error or Qualifying Defect

Where the return results from:

  • An incorrect product being supplied

  • A qualifying manufacturing defect

  • A product being damaged during delivery

Gearbase will cover reasonable return shipping costs where required under this policy or applicable law.

Customer Change of Mind

Where a return is requested because the customer has changed their mind and the product is not defective or incorrectly supplied, the customer is responsible for the return shipping costs unless otherwise required by law.

Original delivery charges may be non-refundable for change-of-mind returns, subject to applicable consumer law.

7. Non-Returnable Items

Subject to your statutory rights, certain products may not qualify for a change-of-mind return once they have been used, altered or cannot reasonably be resold for hygiene or safety reasons.

This may include:

  • Products that have been used beyond what is reasonably necessary to inspect them

  • Personal-use products that cannot reasonably be resold for hygiene reasons

  • Products that have been altered or modified by the customer

  • Gift cards

  • Clearance or final-sale products where permitted by law

Nothing in this section limits any statutory rights you may have in relation to defective or incorrectly supplied products.

8. Refund Processing

Approved refunds will be processed to the original payment method where reasonably possible.

Please allow approximately 5–10 business days after the refund has been processed for the funds to reflect, depending on your bank or payment provider.

9. Exchanges

Where stock is available, Gearbase may offer an exchange for:

  • Another colour

  • Another variant

  • An identical replacement product

Customers requesting an exchange for a non-defective product may be responsible for applicable shipping costs.

10. Inspection of Returned Products

All returned products may be inspected upon receipt.

Subject to applicable consumer law, Gearbase may refuse or reduce a refund where a product has been:

  • Intentionally damaged

  • Misused

  • Altered or modified

  • Used beyond what is reasonably necessary to inspect it

  • Returned incomplete

  • Damaged through improper installation, storage or handling

Where a return does not qualify, the product may be returned to the customer.

11. Limitation of Liability

To the maximum extent permitted by South African law, Gearbase will not be liable for indirect, incidental, consequential or special damages arising from the improper use of its products.

Nothing in this policy excludes, restricts or limits any rights or remedies that cannot lawfully be excluded under the Consumer Protection Act or other applicable South African law.

12. Contact Us

For returns, exchanges or warranty claims, please contact us:

Gearbase South Africa

Email: support@gearbase.co.za
Website: www.gearbase.co.za

Please include:

  • Your order number

  • Full name

  • Description of the issue

  • Photos or videos where applicable

We will review your request and provide the appropriate next steps.