RETURNS AND REFUNDS

To help you enjoy shopping at BuyBestGear, we provide a return and refund policy as follows:

We accept exchange, return or refund applications within 14 days from the date the item is delivered (subject to the order tracking record).

Please send an email to support@buybestgear.com. and include the following information:

  1. Your order number (e.g.BBG0010)
  2. The item name and quantity you want to exchange, return or refund.
  3. Reasons why do you want to exchange, return the item (items).
  4. Attach pictures or videos if the item is defective.

NOTE: Please make sure the photos or videos are clear and focused with a proper distance. Thank you for your cooperation.

To improve the efficiency, let’s focus on the policies to these situations first:

1.The item is defective, I need to return it.

If the item is defective, please send the application within 14 days from the date the item is delivered (subject to the order tracking record).

After receiving your email, we will take a close look at the proof you provided, including descriptions, pictures, or videos. If it is determined that the item is defective, we will carry out the return procedure and inform you by email:

  • We provide the return warehouse address according to the specific item and shipping address.
  • You pack the items and send the confirmation email to us.
  • The courier picks up the package from your place.
  • Our warehouse receives returned items and sends the confirmation.
  • We examine the returned items.
  • We send the new item or arrange a refund to your payment account in 1-3 business days.

Please note that we will NOT approve the return/refund under the following circumstances:

  1. The product can be used normally and there is no quality issue.
  2. The problem is caused by improper use, not the quality.
  3. Repairs, modifications on the product without permission or agreement with Buybestgear. (Please get Buybestgear's support and permission via support@buybestgear.com before repairs or modifications)

2.The item is received in good condition, but I don’t need it anymore.

It's recommended to keep the items. But if you are sure you need to return the items, we will proceed with the return procedure for you. 

We accept return and refund applications within 14 days from the date the item is delivered (subject to the order tracking record).

We will deduct part of your expenses based on the value of the product.

  1. If you return the items by yourself, we will deduct 10% of the order amount and refund 90% value of the order.
  2. If you need us to arrange a courier company to collect the items, we will deduct 20% of the order amount and refund you 80% value of the order.

Once we receive the return, we will process the refunds within 1-3 working days.

Note: we will NOT approve your return application under the following circumstances:

  1. The outer packaging is dismantled, which will affect resale.
  2. The product has been used. For example, the electric bicycle has been assembled and ridden.
  3. The appearance is damaged, such as paint peeling, scratches, dents or deformation. 

In addition, if the packaging of the returned item is damaged, it will affect the resale. We will classify it as defective and cannot be sold again. We will deduct 10% from the refund amount as this depreciation or secondary packaging expense.

 

3.The package is received but missing some parts or accessories

We accept reship parts or accessories applications within 14 days from the date the item is delivered (subject to the order tracking record).

Please send the application to support@buybestgear.com

After receiving your email, we will take a close look at the proof you provided, including descriptions, pictures, or videos. If it is determined that the parts is missing, we will carry out the reship procedure and inform you by email:

Please note that we will NOT approve the return/refund under the following circumstances:

  1. The parts is not included as we confirmed with our supplier. 
  2. The package weight from our warehouse indicate that there haven't any parts missing.

4.Return an item to exchange for another item

We accept exchange applications within 14 days from the date the item is delivered (subject to the order tracking record).

We kindly remind you that in this case, you have to send the item to our return warehouse at your own cost and risk(including any shipping fee, taxes and duties) from the return.

After that please send the tracking number to support@buybestgear.com. We will re-arrange the delivery of new products for you within 1-3 business days depending on stock availability.

✳Special Note About the Refunds✳

The processing time for the refunds is 1-2 business days after receiving the returned items. The refund time depends on the payment method:

1.PayPal refunds may take up to 48 hours.

2.Credit card refunds will take around 7-14 business days. The specific time depends on your credit card company and any intermediaries.  

✳Important Note About the Outer Packaging✳

The outer packaging is supposed to be intact when returning or exchanging items. If the outer packaging is damaged, returns and exchanges will not be approved. In order to avoid this issue, please don't forget to:

1.Check the outer packaging when receiving the items. Please make sure that the outer packaging is intact before you confirm and sign for receipt.

2.Keep the outer packaging intact when unboxing.

 

 

 Contact us:

If you have any other questions or comments, please don't hesitate to contact us: HONG KONG COMFORT E-COMMERCE LIMITED

E-mail: support@buybestgear.com

Company Address: FLAT/RM 502C 5/F, HO KING COMM CTR, 2-16 FA YUEN ST, MONGKOK, Hong Kong

Phone Number: +852 3168 7163

Business Days: Mon.- Fri. from 9:00 to 18:00, GMT +8:00