Returns, Exchange and Warranty Policies
Conditions for All Transactions
All requests for refunds, exchanges, repairs, or warranty claims must be accompanied by one of the following proof of purchase documents: a Paid Tax Invoice, a Delivery Slip, or a Sales Order document. Quotation documents will not be accepted as proof of purchase. It is the customer's responsibility to provide the necessary documentation for validation; our team members are not responsible for supplying proof of purchase. Customers must ensure that products are securely packed to prevent damage during the return shipping process. All returns and exchanges must include all original accessories, manuals, packaging materials, and any components originally included in the packaging. Refunds will be processed using the same payment method used for the original purchase unless otherwise agreed upon between Gate Gear and the customer. Gate Gear reserves the right to refuse returns, exchanges, refunds, or warranty claims that do not meet the specified criteria or fall outside the allowed time frames outlined in Condition 2 below.
Condition for Returns: Returns, exchanges, refunds, or warranty claims will be refused if the criteria outlined are not met, or if they fall outside the stated time frames as mentioned below.
Condition 1: Faulty Products/Warranty Claims
If you receive a product that is defective or faulty due to manufacturing or issues attributable to Gate Gear, please notify us of your intention to return or exchange the product as soon as possible, along with descriptions, photos, or videos explaining the fault(s). Upon receipt of the faulty product and after assessment by our team, if it is determined that the issue originates from our end and is not due to customer misuse or damage, we will gladly offer you an exchange or refund in accordance with relevant laws and regulations regarding product warranties and consumer rights.
Provide Details: Include:
A description of the fault(s).
Supporting materials such as photos or videos that clearly show the issue.
Assessment of the Fault:
Return the Product: Once you notify the company, you may need to return the product for further inspection.
Evaluation: The Gate Gear team will assess the fault to determine if the issue is a result of manufacturing defects or something caused by the customer (like misuse or accidental damage).
Outcome:
If the Fault is on Their End: If it’s determined that the issue was due to manufacturing defects or another problem within their control, they will offer either:
Exchange: A replacement product.
Refund: A full refund, following relevant product warranties and consumer rights laws.
If Customer-Related Damage is Found: If the issue is due to misuse or improper handling, a warranty claim might not be approved.
Refunds & Exchanges:
- Product Cost Only: Refunds or exchanges apply only to the cost of the products and do not include shipping costs. Shipping is non-refundable.
- Return Shipping Responsibility: You (the customer) are responsible for the costs and risks associated with return shipping.
Condition 2: Change of Mind
Change of Mind For returns or exchanges due to a change of mind, we will gladly assist you based on the following conditions: - You must notify us of your intention to return or exchange the product(s) as soon as possible.
The product must be returned with all accessories and packaging intact and in its original saleable condition, as determined by our assessment.
Used or installed products cannot be returned under any circumstances, except under Condition 1 (Faulty Products).
Refunds and exchanges apply only to the cost of the products and do not include shipping costs, which are non-refundable. - Return shipping costs and risks are the responsibility of the customer.
Time Periods for Change of Mind Returns (from the date of receipt of products):
Within 7 days - We will provide a refund/credit or arrange for a replacement, depending on your preference, if the product(s) meet the stated conditions (except for mechanical and electrical products). Due to the sensitive nature of mechanical and electrical products, a 10% restocking fee may apply.
After 7 days but no more than 60 days, a 20% restocking fee will be applied to the product cost. The transaction may be processed as either a refund or store credit.
After 60 days but no more than 180 days, a 20% restocking fee will apply to the product cost. The transaction can only be processed as store credit.
After 180 days, no change of mind returns can be accepted.
Notification:
Notify Promptly: You must notify Gate Gear Hardware as soon as you decide to return or exchange the product(s).
Product Condition:
- Original Condition: The product must be returned with all accessories and packaging intact, and in a condition that is deemed saleable by their team.
- Used or Installed Products: These cannot be returned unless they meet the criteria under Condition 1 (Faulty Products).
Refunds & Exchanges:
- Product Cost Only: Refunds or exchanges apply only to the cost of the products and do not include shipping costs. Shipping is non-refundable.
- Return Shipping Responsibility: You (the customer) are responsible for the costs and risks associated with return shipping.