Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@gorillasoundofficial.com. Please note that returns will need to be sent to the following address:
GorillaSound Coop
Maistraatinkatu 4 C 23
00240 Helsinki, Finland
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@gorillasoundofficial.com.
Return shipping costs
Customers are responsible for the cost of return shipping in all standard return cases.
Original shipping charges are non-refundable.
If the item was defective, damaged, or incorrect, we will cover the return shipping costs once the issue has been verified. In such cases, we will email you a prepaid return label or a shipping code that can be printed and attached to your parcel. If you prefer to arrange the return yourself, we will reimburse reasonable postage costs after receiving the item and proof of payment.
For international returns, please clearly mark the parcel as “Returned goods – no commercial value” to avoid customs fees.
Any customs duties, import taxes, or brokerage fees related to the return are the responsibility of the customer.
We recommend using a tracked shipping method, as the customer remains responsible for the returned goods until they reach us.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
If your claim is accepted, we will send a prepaid return label or instructions for a free replacement shipment. Please do not send back any item before receiving confirmation and instructions from our customer service.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14-day cooling-off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Customers exercising their right of withdrawal are responsible for paying the return shipping costs unless the item is defective or incorrect.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.
If approved, you’ll be automatically refunded on your original payment method within 10 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@gorillasoundofficial.com.