RETURNS AND EXCHANGES
Contact us anytime using the Help form on any page, or email us at firstname.lastname@example.org
WE WANT YOU TO LOVE OUR GEAR. BUT IF YOU DON’T?
JUST RETURN IT!
Gobi Gear offers a 100% satisfaction guarantee.
If you aren’t this happy, let us know:
You can try our products and return them for any reason within 30 days of your order. During this 30 day period, We’ll never give you trouble for returning a Gobi Gear item to us. We might ask you for some photographs if you find the product defective*. The items must be in working order in order to be returned, unless defective.
Gobi Gear will only cover the cost of return shipping if the product is declared and then deemed defective without an exchange.
Effective May 27th 2017:
Please contact us to get the return process started. It is our promise not to hassle you to try to keep the item(s). Our representatives have been trained to accept a return request with minimal questions asked**, but not pressure you to keep them.
However, Item(s) returned without a prior RMA will have the following conditions:
1) Non-RMA Return Fees
A) For regular SegSac Family items, any return that does not have a previously assigned RMA # will incur a 15% Inspection/Restocking Fee. Damaged items that are not deemed saleable or not deemed to be a manufacturer’s defect, will incur a minimum 30% restocking fee if the return is accepted.
B) For Special Edition items, like the 30-L SegSac Family and the Shoulder Straps, any return that does not have a previously assigned RMA #, will incur a 20% Inspection/Restocking Fee. Damaged items that are not deemed saleable or not deemed to be a manufacturer defect, will incur a minimum 30% restocking fee if the return is accepted.
2) Processing Times including package Transit:
Without an RMA #, current return process times can take up to (but not limited to): 60 days after being dropped in the mail.
Please note: This is not because we want to make it harder, but because it may not be routed to the proper department, therefore adding transit time to the process. Once we receive the product, the current time to process the refund ranges from: 2 to 7 business days
Please note: Obtaining a RMA is as simple as contacting our support system. Once a RMA has been issued and instructions given, there are no additional fees. Processing time from when you drop off the items in the mail is about 2 weeks.
*we might not even ask you to send it back to us, depending on the reason for return, saving everyone cost and saving the environment some fuel 😉
Our Customer Service office handles all of Gobi Gear exchanges. Please contact us for help and we’ll get your exchange taken care of right away.
International Customers: Please note that the cost of returning the items for exchange or refund will fall solely on you. This does NOT include defective exchanges.
Please note: Shipping time for exchanging products, whether they are defective or not, will be our normal shippng time. If you will need the exchange faster, we do offer a $10 2nd day shipping fee. If you have a deadline (like an upcoming trip), please make sure when you contact us that you put that information in. This will help us better assist you.
Warranty Exchanges must be a one for one after 30 days. If Gobi Gear does not have the product in stock at time of exchange, they may at their discretion offer a store credit equal to the amount of the original order.
**Questions that may be asked may be similar but not limited to : What about this product did you not like? Or, what made you want to return it? Answering these questions are optional and are not required for the return process. Your answers will be used to better help us understand where we can improve our products.