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Table of Contents
- Returns Policy
- Refund Policy
- Return Shipping Options
- Order Cancellation/Modifications
- Used or Damaged Merchandise
- Apparel and Helmets
- Electronics, Parts, Tools, Accessories, Chemicals, Oils and Lubricants
- Special Orders, Sale and Clearance Items
- Warranty Returns
- Damaged Items
- Returns Process
- Questions / Concerns
All The Gear is working to serve all of our customers and fellow motorcycle outdoor and adventure enthusiasts as we navigate the COVID-19 pandemic, and that includes being sure to get your order to you as fast as possible.
If your order arrives and it is not right, contact us at email@example.com
Doesn't fit or defective? You can return any new, unused and unaltered item within 14 days from invoice date of your item. We will issue a refund to your original payment method.
Returned products must be in new, unused condition and include the original box and/or packaging with all tags included.
Once your return is received and inspected by All The Gear (usually within 48 hours of receipt), your refund will be processed, and a credit will be applied to your credit card or original payment method. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to be posted to your account.
You are responsible for all shipping costs associated with returning your order back to our Office Address or PUDO Locker.
Please do not abuse this policy by ordering multiple (more than 2) of the same or similar item with the intention of returning the majority of your order. Please contact Pieter our Expert if you are unsure of sizing or application for any items prior to placing your order and we will be happy to help you narrow it down!
See below for instructions on where/how to get your return order back to us. Items should not be shipped back to the manufacturer; all returns need an RA (Return Authorization) number and will need to be returned to All The Gear in Randburg.
Return Shipping Options
Option 1: PUDO
Download the PUDO App on your mobile device or Register on the PUDO website, by following this link--> https://www.pudo.co.za/how-it-works.php
- Choose the size locker you need:
Extra Small (XS) to Extra Large (XL) Locker. Fees may vary between R50.00-R200.00, depending on the size locker you require. *Locker courier fees may change without notification, and we cannot guarantee the courier fees reflecting in our returns policy. Please visit the PUDO Website/App for the most up to date fee pricing.
- Send the parcel to this locker:
Boskruin Village Shopping Centre Cnr. President Fouche & Hawken Road, Bromhof. Contact Information: 083 969 1312 or firstname.lastname@example.org
NB: Please include your Name, Order Number and your Exact Exchange/Return Request.
Option 2: Alternative Courier Services
For customers that is not able to/or do not want to make use of the PUDO courier service for whatever reason, you have the option of using the carrier of your choice to return your order to us. We recommend shipping with a method which includes tracking and insurance for your return shipment.
All shipments must be made prepaid; packages shipped COD will be rejected. Any Refused, Undelivered, or Abandoned package will be subject to a 10% Handling Fee of the value of the specific item/product/merchandise.
Returns should be shipped to the following address unless otherwise noted on your return authorization instructions:
Attn: Returns (RA# XXXX)
472 Spionkop Avenue
Co.Space, Unit B8
Need to make an exchange? After you process your return, simply place a new order for the exchange merchandise. That means you'll claim the inventory and get your new gear fast!
You are still responsible for return shipping costs on your original order back to us.
Order Cancellation / Modifications
If you change your mind, act quickly! We turn around and process orders extremely quickly.
Orders can be modified or cancelled only while their status is labeled "Order Received." Once an order has a status of "Order Processed," it cannot be cancelled or modified, as the order has been processed and is in the queue to be shipped out.
Used or Damaged Merchandise
Any merchandise which has been "taken out for a ride" is considered used and cannot be returned. We encourage you to walk on your carpet in your boots and to try your motorcycle helmet on indoors before heading out on the bike.
Any merchandise or parts which shows signs of use (wear, bugs, dirt, smell, pet hair, scuffing, mounting, detergent, sweat etc) or otherwise is in a condition other than it was received cannot be returned.
Gumtree, OLX and other online forums are excellent resources if you have a used item you do not want that can no longer be returned to AllTheGear.
Apparel and Helmets
Apparel items must be packed in their original garment bag (or equivalent plastic bag protection) and include all original tags. The plastic bag protects the item from the cardboard. Items packaged without this protection most likely will arrive scuffed and will be returned to the customer.
Helmets must be shipped back as they were received in their original helmet bag, box and include all original paperwork and accessories.
Un-used items that are returned with missing or damaged packaging, tags, components, or hangers may be returned to the customer or subject to an additional processing fee of up to 25% of the merchandise cost based on the availability of those missing or damaged components.
Electronics, Hard Parts, Tools, Accessories, Chemicals, Oils and Lubricants
Any product which has been removed from packaging or manufacturer seal has been broken is non-returnable.
Any part which has been installed or shows signs of attempting to be installed on a motorcycle/vehicle is non-returnable.
Any Tool or Chemicals, Oils and Lubricants that has been opened or seal broken is non-returnable.
Open box items for which the packaging has been destroyed are not returnable.
Special Orders, Sale and Clearance Items
Any Special Orders, Sale and Clearance Items do not qualify for returns.
Each manufacturer has its own warranty policy. All The Gear will assist customers with their warranty; However, All The Gear does not provide any direct warranty on any item sold.
Most manufacturers offer an additional warranty period which covers against merchandise defects. To determine warranty requirements for a specific item, please contact the manufacturer or contact us for assistance.
Please note warranty processing may take 4-8 weeks and will be subject to the individual manufacturer's policies and discretion. Manufacturer warranties do not cover defects determined to be caused by normal wear or due to customer negligence.
Please let us know ASAP if any items on your order arrive damaged. Please keep all original shipping containers and take pictures if possible. Damaged item claims are handled through the shipping carrier. See Return Shipping Options in the Return Policy. We will assist our customers in these claims. We only ask that customers be patient as sometimes this process can take longer than any of us would like!
You can request a Return Authorization Number via email. Please contact one of our helpful team members at 062 077 1198 to obtain a Return Authorisation Form and Number.
Step 1: Identify the item(s) you would like to return from your order and be sure to indicate the reason for returning each item.
Step 2: Email the return request to email@example.com
Step 3: Select your return shipping method and follow instructions.
Step 4: Please print your Return Authorization form and include it with each shipment back to AllThegear. You have 7 days from the day the RA is issued to return your merchandise so please be sure to print and ship at your earliest convenience. Please do not tape anything to the original product packaging! We need to get all products (and their packaging!) back in new condition. Place all merchandise in a shipping box; you may use the original shipping container. However, please DO NOT use the manufacturer's product box as the shipping container. It will arrive damaged and the package will be rejected by our returns department. Returns should be shipped using one of the returns shipping options in the Returns Policy.
Please retain your return tracking information. www.allthegear.co.za is not responsible for packages lost during return shipment. You will receive a confirmation email from All The Gear when your return is processed which will include the full details of refund credited.
Questions / Concerns
If anything is unclear or if you have a special circumstance, give us a shout!
We can be reached by phone at 062 077 1198 or email: firstname.lastname@example.org