Warranty & Returns Policy
Warranty Information
Gorilla Rides stands by the quality of our parts, offering a 30-day warranty against any defects from the date of order receipt. It's important to note that Gorilla Rides is not liable for service calls, alleged harm, or any damage resulting from the installation process. In the event of a defect in workmanship or material, we have the flexibility to either repair, replace, or provide a full credit, based on our discretion. For warranty items returned, any freight charges will be credited, unless a replacement part was initially sent with complimentary freight. Please be aware that if a product undergoes testing and is found to be non-defective, it may be returned to the customer without credit. Lastly, it's worth noting that any damage resulting from improper installation or misuse is not covered under this warranty. Your satisfaction and confidence in our products are our top priorities.
Return Policy
To ensure a smooth return process, we kindly ask our valued customers to obtain an authorization number (RMA) from Gorilla Rides. This RMA number should be clearly marked on the return package, and any associated return freight charges will be the responsibility of the customer. If feasible, we encourage including a copy of the original shipment invoice or picking list. Please be aware that RMA numbers hold a validity of 30 days from the date of issuance, and only items currently in stock are eligible for return. It's essential to note that items returned without an RMA number may, unfortunately, face refusal. We sincerely appreciate your cooperation and understanding.
For RMA requests, please contact us at support@gorillarides.com, and we will gladly assist you with the process.
Returns
We value your satisfaction and want to ensure a smooth return process. Please take note of the following guidelines:
When initiating a return, please be aware that shipping costs for returned orders are non-refundable; only the cost of the item(s) will be reimbursed. Unless a prepaid label is provided, customers are kindly asked to cover the return shipping costs. Please note that prepaid labels do not apply to unwanted or unneeded items, and the responsibility for return shipping costs lies with the customer.
For all remaining returns, a 20% restocking fee will be applied. If inspected items are not returned in their original condition, a restocking fee of up to 50% of the selling price may be charged.
Original Freight Charges for orders shipped via FREIGHT are non-refundable, irrespective of any free shipping promotions in effect.
Refundable Returns
To be eligible for a refund, initiations must be made within 30 days of purchase. Please ensure that all original packaging, products, and accessories are included. The items must be in new, unused condition; used, damaged, or missing parts will not be refunded. When shipping the return, please use FedEx or UPS only; returns from USPS will be refused. Providing a return tracking number is essential for efficient processing, and be sure to use the provided address/RMA number for the return shipment.
Defective or Incorrect Items in Need of Replacement
If you receive items with damages or defects, please report them within 48 hours of delivery. Provide photos and engage in troubleshooting with us and the manufacturers; prepaid labels will require the necessary information and photos. Return shipping fees for incorrect or defective products are covered, and items incorrectly ordered due to representative-placed phone orders are eligible for replacement.
Battery Returns (Excluding Chargers)
Returns of batteries, excluding chargers, will incur a 20% restocking fee and must be unopened and unused. These batteries come with an 18-month warranty. Please be aware that customers are responsible for return shipping costs, and refusal of shipment will result in additional charges. Damaged, incorrect, or incomplete batteries will be promptly addressed; otherwise, return costs are the responsibility of the customer.
Requests for Cancellations/Order Edits
We understand that circumstances may change. While we will try our best to halt orders before shipping, please be aware that rapid processing may prevent cancellation. To avoid return shipping costs, we recommend reviewing orders carefully before finalizing.
Refusals
Please refrain from refusing orders; instead, request returns through the provided form for efficiency. If you require further assistance, do not hesitate to contact us for return authorization, address, and instructions. It's important to note that refusing orders may lead to delays and additional refusal fees.
Refund Processing Time
Returns are processed in the order they are received, so we appreciate your patience. Battery returns may take longer due to their nature, and tracking confirms receipt. Please allow at least 5-7 business days, and up to 2-3 weeks, for return confirmation and refund processing.
If you have any further questions or need assistance, feel free to reach out.
Claims
Report any shortages or damaged products to Gorilla Rides Shop within 5 business days of receiving your order. Please carefully inspect all items upon arrival to ensure they are in good condition. In the event of merchandise being damaged during transit, a claim must be filed through Gorilla Rides Shop. For truck freight deliveries, either refuse shipments showing obvious exterior damage or make a note of the damage on the Bill of Lading and notify Gorilla Rides Shop within 5 business days. (Please be aware that freight companies have stringent rules regarding claims, requiring them to be filed within this 5-day timeframe.)