Refund & Returns Policy
Last Updated
This version was last updated 26 July 2025.
Introduction
The Refund and Returns Policy must be read with the Terms and Conditions.
We will listen
At GeckGo Secure, we strive to ensure our customers are satisfied with their purchases.
However, if you are not entirely satisfied, our Return and Refund Policy outlines your options and how we can assist.
Please do not send your purchase back to the manufacturer.
Steps to Report and Return Damaged Items
Notify Us: Contact our customer service team at sales@geckgosecure.com within 7 days, providing:
- Your order and invoice number.
- A detailed description of the damage.
- Clear photographs of the damaged item and packaging.
Return Authorisation: Our team will guide you through the process and provide a return authorisation if necessary.
Please return the Item: Package the item securely, including all original packaging and labels, and return it to the address provided by our team.
Inspection and Resolution: Upon receipt, we will inspect the item and determine the next steps. If approved, you will receive a replacement or a full refund, including return shipping costs as indicated in the Process for Refunds below.
Eligibility for Refunds
Invoice: A copy of the invoice containing the items that are requested to be returned.
Product Condition: Items must be returned in their original, unused condition with all original packaging and labels intact and unopened.
Time frame: Refund requests must be initiated within 30 days from the date of invoice for the product.
Exclusions: Due to health and safety regulations, we will not accept returns or issue refunds for:
- Opened or used personal protective equipment (PPE).
- Custom or personalised orders.
Process for Returns/Refunds
Initiate a Request: To request a return authorisation, contact our customer service team at sales@geckgosecure.com.
We need to address the matter concerning the items that were returned. Could you kindly provide us with the full details of the contact person we should engage with regarding this issue? Specifically, we would appreciate it if you provide the following information:
- Full Name
- Position/Role
- Contact Number
- Email Address
- Return the Item
Shipping Instructions: Please ship the product to the address provided by our team.
Return Shipping Costs: Customers are responsible for return shipping costs unless the product is defective.
Recommendation: We strongly recommend using a trackable shipping service or purchasing shipping insurance to ensure the safe delivery of the returned item. Please note that we cannot guarantee receipt of your returned product without these measures.
Inspection: Once we receive the item, it will be inspected to ensure it meets the return criteria.
Outcome: Once your return is received and inspected, we will send you an email to confirm the receipt of your returned item. In the same email, we will notify you of the approval or rejection of your return/refund, including the reasons or motivation for the rejection, based on the details provided in the initial return request.
Return Options:
- Replacement Item: If the item is in stock, a replacement will be sent at no additional cost.
- Alternative Item: If the original item is unavailable, we will offer a suitable alternative.
- Cash Refund: If a replacement or alternative is not available, a full refund will be issued to your original payment method. We will send proof of payment to the email address based on the details provided in the initial return request.
Refund Issuance: Approved refunds will be processed to the original payment method within 5 business days.
Time for Exchanges: The delivery time for your exchanged product may vary depending on:
Your Location: The distance between our warehouse and your delivery address.
Product Availability: If we need to source the item for you, additional time may be required.
Our team will provide an estimated delivery timeframe once your exchange request has been processed. We appreciate your patience and understanding. For any questions or updates, feel free to contact us at info@geckgo.co.za
Late or Missing Refunds
If you haven’t received your refund yet, please follow these steps:
Check Your Bank Account Again: Ensure the refund hasn’t been credited to your account.
Contact Your Credit Card Company: It may take some time for the refund to be officially posted to your account.
Contact Your Bank: There is often a standard processing time before refunds are reflected in your account.
Contact Us
If you’ve completed these steps and still haven’t received your refund, please reach out to us at sales@geckgosecure.com or Whatsapp.
We will assist you in resolving the issue promptly.
If you have questions or concerns about your purchase, our team is here to help.
Reach out to us at sales@geckgosecure.com.
