Refund policy

All sales are final. Every Gears Collective order is a limited pre-order batch, so we don't accept returns, refunds or exchanges for change of mind, ordering by mistake, or no longer wanting the item.

What is covered

We will send a free replacement or issue a refund (our choice, based on stock) only when there is a genuine problem with your order:

  • The item arrived damaged or broken
  • The item is defective and doesn't work or hold together as intended
  • You received the wrong item, or an item is missing from your order
  • Your order was never delivered (lost in transit, confirmed by the carrier)

Claims must be made within 30 days of delivery, or within 30 days of the latest estimated delivery date for orders that never arrived.

What is not covered

  • Minor differences in appearance. Our collectibles are produced and hand-finished in batches, so paint, color, finish and small details may vary slightly from the photos on our website. These small variations are normal and are not considered defects.
  • Damage caused by misuse, accidents, or normal wear after delivery
  • Packages marked as delivered by the carrier that were later lost or stolen, unless Shipping Protection was added at checkout
  • Delays caused by the carrier or customs once an order has shipped
  • An incorrect shipping address entered at checkout

How to make a claim

Reach out through our Contact page with your order number, a short description of the issue, and clear photos or a video showing the damage or defect (including the packaging if it arrived damaged). Every claim is reviewed before approval. Please don't send anything back unless we ask you to.

Refunds

Approved refunds are issued to your original payment method. Depending on your bank, it can take 5 to 10 business days to appear. Shipping costs are not refundable.

Add-ons

The Gears Mystery Box, the 30-Day Warranty and Shipping Protection are final sale and non-refundable on their own. Shipping Protection covers your order against loss, theft or damage during transit; with it added, we'll reship a replacement for any covered package.

Pre-orders and cancellations

Because each batch is produced to fill pre-orders, orders can't be cancelled once they've been placed.