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Free shipping on orders over $200

Free shipping on orders over $200

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Refund Policy

Refund Policy

We want you to be happy with your purchase. If you have any issues with your items, please contact us as soon as possible at info@gorillasurplus.com or call us at 1-866-879-8891. We will help you determine the best course of action.

In-Store Purchase Return Policy

Thank you for shopping with Gorilla Surplus in-store. Please take a moment to review our return guidelines:

  1. Returns are accepted within 10 days of purchase, but only store credit or exchange will be given.
  2. No Refunds: Unfortunately, we do not provide refunds for in-store purchases.
  3. Exchanges or Store Credit: You may exchange items or receive store credit within 7 days of purchase. Items must be in their original condition, and you must present proof of purchase.
  4. Final Sale Items: All guns and knives are final sale items and cannot be returned or exchanged under any circumstances.
  5. All original tags and packaging must be attached.

Online Purchase Return Policy

You may return any item unused, unworn, unopened, and in original condition with its original packaging and any accessories for a full product refund within 30 days of purchase. A 15% restocking fee may apply. To return an item, please contact us and request an RMA (Return Merchandise Authorization) number. Once you have received your RMA number, you can return the item to us. Please include the RMA number in the shipping label.

How to Obtain an RMA

  1. Contact Gorilla Surplus by email at info@gorillasurplus.com or by phone at 1-866-879-8891.
  2. Provide your order number and a description of the issue.
  3. If the item is defective, provide photo/video evidence of the defect.
  4. Gorilla Surplus will email you an RMA form with your RMA number.
  5. Fill out the RMA form and include it in the package you are shipping to Gorilla Surplus.

Warranty Policy

All items come with a 30-day warranty. If you receive a defective item, you can request an exchange or a refund. No refund will be issued to defective items older than 7 days from receipt of your order.

What is covered by the warranty?

The warranty covers all defects in materials and workmanship. This means that if an item is damaged or defective due to a manufacturing error, we will replace it.

What is not covered by the warranty?

The warranty does not cover damage caused by:

  1. Accidental or intentional damage
  2. Improper use or maintenance
  3. Modifications to the product
  4. Normal wear and tear

What to do if you need to file a warranty claim:

If you believe that your product is covered by the warranty, please contact us and provide us with the following information:

  1. Your order number
  2. The date of purchase
  3. A description of the problem
  4. Photos or videos of the problem

Once we have received your information, we will investigate the claim and determine if it is covered by the warranty. If the claim is approved, if the claim is approved, we will proceed with the warranty, exchange the item, or issue a refund based on the situation.

What if my product is not covered by the warranty?

If your product is not covered by the warranty, you may be able to contact the manufacturer directly. The manufacturer may be able to offer you a repair or replacement under their own warranty policy.

What will void my warranty?

Your warranty may be voided if your item is damaged due to any of the following reasons:

  1. User error: This includes damage caused by trying to repair the item yourself, dropping it, misusing it, or exposing it to debris.
  2. Weapon modification: If you have modified your item after purchase, we will not be able to provide a refund or exchange if any internal damage is caused by using defective or non-compatible parts. This includes the removal of the orange tip on airsoft guns.
  3. Use of poor-quality BBs: We recommend using 0.20g BBs at a minimum. Using cheaper BBs may cause internal damage to your item, which will not be covered by the warranty.
  4. Purchases under $60: Items that are purchased for less than $60 are not covered by the warranty.
  5. Malfunction or damage caused by the use of the wrong charging unit or non-compatible batteries in the item: If you use the wrong charging unit or non-compatible batteries in your item, this may cause malfunction or damage. This will void the warranty.

Exceptional Purchases Policy

Knives:

All knives are final sale.

Guns:

All guns are final sale, except for defective guns.

Defective guns may be exchanged within 7 business days of purchase, but the original receipt must be included.

Airsoft Guns:

Removing the orange tip on an airsoft gun will void the warranty.

No exchanges or returns will be considered for airsoft guns that have had their orange tips removed.

FAQ

What happens if my package is returned to the sender?

If your package is returned to the sender due to an incomplete or incorrect address, or if it is unclaimed, we will contact you to see if you would like a refund or a reshipment.

Refund: If you choose a refund, you will be responsible for the shipping costs both ways. Additionally, a 10% restocking fee will be applied.

Reshipment: If you choose a reshipment, you will be responsible for the cost of shipping the package back to you.

It is the customer's responsibility to provide an accurate address for delivery.

What is the next step if my package is damaged in transit?

If your package is damaged in transit, you should:

  1. Take photos or videos of the damage.
  2. Contact us immediately. We will need to know the following information:
    • - Your order number
    • - The date of delivery
    • - A description of the damage
    • - Photos or videos of the damage
  3. Keep everything intact. Do not throw away the damaged packaging or the damaged items.

We will fully assist you in claiming your loss or damage for the poor service provided to you with the courier service.

Is there any restocking fee for returned items?

Items returned as no longer wanted: If you return an item that is in its original condition with all tags and packaging, you will be charged a 15% restocking fee.

Used items returned: If you return an item that has been used, you may be charged up to a 50% restocking fee.

Return to Sender: If your package is returned to us because you provided an incorrect or incomplete address, or if you do not claim your package, you will be charged a 10% restocking fee plus the actual shipping fee.

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