GearBest Forcing People to Return Items Overseas Even Though Return Address Shown on The Postage Label Shows Local Address

LExplorer-AUS on 28/10/2017 - 16:22
Last edited 28/10/2017 - 16:24

Hello OzBargain Family,

I'm just wondering if anyone has had any dealings with Gearbest when trying to return an Item.

I purchased some items off them… they were sent to me locally in Victoria. This was verified by AusPost with the postage details shown on the labels on the 3 separate packages sent to me.

This issue I am having is that they are trying to force me to return the items back to China when clearly they were sent locally in Victoria and the return address shown also shows the Victorian address.

Since my first message I sent them through their Ticketing system… I have always clearly stated that I wish to return the items back to the address as shown on the Postage label. The item I purchased was faulty … they made me check the other same item to see if the fault was there and it was… I then refused to open up the other duplicate items and told them that I wish to just return all the items and get a refund.

They agreed for the return of items but seem to ignore every message I sent them regarding the location of which to return the Items to…

If anyone has any advise that will be great…

I called up PayPal.. PayPal said that you can lodge a dispute but at the end of the day if gearbest tells them the address is in china then that's where I need to send it regardless if I have proof of another return to sender address.

I called up the bank in which the money taken out by paypal from my credit card and they stated to look at ACCC… However ACCC states that I will need to take it up with Chinas State Administration for Industry and Commerce (SAIC) ,Anti Monopoly Bureau, Ministry of Commerce,National Development and Reform Commission (NDRC).

so yeah pretty crap position to be in for a simple return… Literally the return address is 15mins away from where I live… the address is an Industrial warehouse so it clearly shows that they have local shipping.

I'm trying to do the right thing.. return the items back but I do not agree to be forcibly told to send the items back overseas when they clearly and proven to have sent it locally.

CHeers for any help/information on this matter.

Electrical & Electronics

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Comments

  • AdosHouse on 28/10/2017 - 16:30
    +23

    If I am correct, its just a mail forwarder in Victoria. Not a warehouse where they ship it from.

    • Clear on 28/10/2017 - 16:51
      +2

      You're correct. The mail forwarder is Ubi Logistics and their address is on the package.

        • AdosHouse on 28/10/2017 - 21:33
          +8

          No, because it would just go to the Victorian forwarder, who would probably just throw it out, since they have no job order for a package from there to China.

      • Explorer-AUS on 28/10/2017 - 22:58
        -1

        The senders address shown on the Auspost eParcel was

        128-130 South Park Drive
        Dandenong South
        Victoria 3175

        I tried looking up Ubi Logistics but it only showed details for Sydney.

        • Clear on 28/10/2017 - 23:05
          +4

          It would be their warehouse. Regardless you'll have to return to China. No way around it.

        • Baysew on 28/10/2017 - 23:47
          +2

          @Clear: Perhaps mark it - Attention: Eric Cartman

      • Slippery Fish on 29/10/2017 - 12:27

        Cut your losses and take the hit or send it back. I'm thinking it's not expensive so you don't wanna pay os shipping right? Then cut your loss and move on. If it's worth so little don't ruin your days over it.

        • Explorer-AUS on 29/10/2017 - 23:52
          +12

          The items are worth over $200. Postage costs half of that. If it were a $20 item I'd cut my losses but its hundreds of dollars. So adding that to the cost of shipping I would certainly be out of pocket.

          It was my first time having to deal with returns with GearBest. So I sought advise from the members here when I kept getting scripted responses. But yeah a few members came up with PayPal option so I'm working towards that avenue. It will cost me over $100 to send back 3 individual packages but it seems I may be covered for each package. So it's the way to go from here.

          Through the conversations with GBCustomerService… they are not willing to answer any of my questions or concerns even relating to the product itself. So I have exhausted that option of communication.

          Either Way I don't recommend people to purchase that particular own branded camera.

          Lesson Learnt spend more buy locally. As much as I want to support stores such as GearBest. But if the treatment they give to their customer is like this then I guess its not worth shopping there anymore. Each to their own. Some have good experiences some have bad experiences… I had a good experience up until I requested assistance from them.

          Some people might argue it's a language barrier thing & they get paid very little but at the end of the day regardless of where you come from or what language you speak. If you open a worldwide store then I'd expect the least they could do is attempt to answer some very basic and simple questions instead of giving the scripted robotic replies. A tiny bit of effort goes a long way.

        • Slippery Fish on 30/10/2017 - 00:13

          @kennyAUS: ouch :/ PayPal shipping I thought was only an eBay thing, good to know.

          I'd hit the GB rep on here up.

        • Explorer-AUS on 30/10/2017 - 00:41
          +1

          @Slippery Fish: Yeah I'm going to try speak to the rep here about it. It seems the reps on here are more helpful & understanding then the CS team on the website.

          Besides the return of Items my main concern was the extreme overheating & freezing of the product especially when charging or plugged in power source and turned on in use. Like the whole unit was extremely hot and when I removed the Battery It was burning hot.

          When you have CS teams ignoring such safety concerns then it doesn't show they are taking things seriously.

          So yeah my frustration was a combination of things with their CS.Team

          Also if you go into your PayPal account make sure you activated the Refunds on Return Shipping option. They cover you up to $45 per package (max 8 packages a year) If you don't have this option selected you won't be covered. So long as you have made eligible purchases paid in full through PayPal then they may cover the return postage… It's not guaranteed but you need to contact PayPal first to find out.

          But again from having a good experience with GearBest to the situation I am in now… Its a big lesson learnt and Always appreciative of members responses.

        • toasty on 30/10/2017 - 19:28

          @kennyAUS: If you paid via PayPal using your credit card, you can try doing a charge back through your credit card provider stating that the products are faulty and dangerous/hazardous.

        • MrTweek on 31/10/2017 - 17:34
          +1

          @kennyAUS:
          Why do you need to send them back as 3 individual packages?
          Wouldn't it be a lot cheaper to send them together?

  • CyberMurning on 28/10/2017 - 16:46

    What did you buy…. Don't let us hanging

    • Explorer-AUS on 28/10/2017 - 16:59
      +2

      Their own branded Furibee H9R 4K Ultra HD Action Camera ….

      It heaps up ridiculously when plugged into a power source eg powebank/wall/incar charger and then freezes…

      On top of that the date keeps resetting itself if you replace the battery with a spare one. I was going to use it as dash cam and for use whilst hiking.

      They firstly said they didn't know why it would do that but then turn around and said that it will reset the settings if you replace the battery because it has no internal memory settings. I said to them that it makes no sense why just the date and time resets whilst every other setting I changed away from the default settings .. stayed the same? They didn't answer my question. nor the questions about the overheating and freezing issue.

      so yeah… trying to do the right thing.. return it and get my money back but turning out to be a bigger problem.

      • mbck on 28/10/2017 - 17:15
        +1

        I had a Kodak that does that with the date when I change my battery. Annoying af

      • Zephyrus on 31/10/2017 - 14:38
        +2

        With the date thing, it's because it won't have a separate battery for the real time clock. If you take the battery out, the clock stops running and resets.

        With the settings, this is just stored in some form of solid state memory as they're time invariant. This is pretty standard in battery powered products, your phone would do this too if it didn't get the time from the network.

        The overheating doesn't sound like a defective product, more like a defective design.

  • shapers on 28/10/2017 - 16:47
    +7

    Yeah they dont have an AU warehouse.
    Just use paypals free return shipping and send it back to them in china?

    • Explorer-AUS on 28/10/2017 - 17:06

      Paypal Never brought this idea up with me when I contacted them… I shall have to look into it.. Cheers for the info.

      • Scab on 29/10/2017 - 12:25
        +6

        PayPal returns are not automatic, you have to activate it: https://goo.gl/ePCNzz

        • Kamsi on 31/10/2017 - 16:23

          thanks, good to know.

  • Ocker on 28/10/2017 - 16:51

    Try contacting the ACCC

    • Explorer-AUS on 28/10/2017 - 17:04

      I went through the ACCC website … ACCC doesn't cover for online stores that's overseas they just refer you to contact the Chinese equivalents of the ACCC instead… But I highly doubt much will come out of it reporting it to those guys.

      • Kangal on 28/10/2017 - 20:16
        +12

        ACCC should cover these transactions if the government is going to butt-in and start implementing GST
        for online sales as well (ie Netflix tax).

        • syousef on 01/11/2017 - 14:59

          They want their cut. They don't want to police retailers in China. Buyer be ware.

    • MrTweek on 31/10/2017 - 17:36
      +1

      ACCC has no power in China.
      Only goods bought in Australia are subject to Australian law.

      • bluergh on 01/11/2017 - 21:40

        This. OP's best bet is to dispute the charge with his bank (i.e. chargeback) if he has documented evidence that the item is faulty.

  • Cheeper on 28/10/2017 - 17:00

    Advice will depend on the actual item and the exact problem….

    • Explorer-AUS on 28/10/2017 - 17:03
      +1

      Their own branded Furibee H9R 4K Ultra HD Action Camera

      Purchased 6 of them in 3 separate transactions/ packages.

      1st package opened 1 camera + battery only… had date and time reset issues and overheating and freezing issues. They told me to test the 2nd camera from that same package.. I told them that you specifically told me to do this to cover myself… tested it.. did the same things..

      2nd & 3rd packages arrived… (in hindsight should never have picked them up from the post had I known about these issues… then it would have been returned to that address as listed on the postage label.) Never opened packages…

  • spackbace on 28/10/2017 - 22:03
    +5

    It's pretty well known that GB operate out of Hong Kong, so returns would have to go back there.
    Accept it and move on… You bought from an overseas business, you return to said overseas business

  • Morien on 28/10/2017 - 23:11
    +4

    You paid via PayPal?

    PayPal cover your return shipping up to like $50. How much would it be to send back?

    • Explorer-AUS on 28/10/2017 - 23:32
      +3

      Yeah Paid via PayPal… @sharpers mentioned it earlier… and I had a look.. they offer up to $45 compensation on return shipping costs.

      postage will cost approx. $80 standard International delivery. $90 express international. If I send everything together. But won't know for sure the total weight including box and padding so I don't get hit with the "damaged items upon delivery". I based the above figures off the total weight of each satchel that it got sent in. So with a box and some padding price may go up.

      Items cost me just over $200 in total so basically I'm forking out half of what I paid just to send it back. Even if I get my refund back for the items I still lose half of that through shipping costs which is why I disputed to why I couldn't return it back to the local address and seek advise on this matter through ozbargains members.

      But with what you said and sharpers as well… I will try go through PayPal to cover my losses…
      I just need to clarify with them if its $45 refund per package sent even if its to the same location…

      Since it was 3 separate orders I can split the return package up and claim for each package sent instead of combined shipping return.
      Might cost me more to ship 3 packages separately but I may be able to get refunded back for all of it.

      That way I won't be out of pocket even after I get reimbursed by PayPal unlike if I sent it all together.

      • ATangk on 01/11/2017 - 10:55
        -1

        Offload it to gumtree for cheap as toys to gimmick around with.

      • StarvingOat on 02/11/2017 - 07:30

        Paypal will look at the invoice. If you placed the order seperately, you can claim for all 3 otherwise you can only get the money back for 1.

  • Hoju on 29/10/2017 - 07:42
    +3

    I had a similar situation once upon a time.

    We were able to reach a compromise and they paid half the return shipping costs.

    My argument was that there had been no fault on my part and I shouldn't suffer a loss.
    If you structure an argument politely and fairly, you can sometimes get a good response - you might find they'll cover $40 or so, paypal will cover $45 and you'll be ok.

    Who knows though man. I've got 2 items that haven't arrived at all and it's a damn PITA

    • Explorer-AUS on 29/10/2017 - 12:22
      +2

      The communication that I have with them has been very fair. However its getting to the point where every reply is basically the same. They don't answer the questions you ask and just palm you off with scripted…

      "Thank you very much for placing your order with us.Once again, we wish to apologize for the difficulties you have been experiencing.Thanks for your understanding and assistance."

      To always get the above message is what's frustrating. If I could have a decent conversation with them and if they answered my questions then it would be fine…

      I have been polite and fair and given every detail possible of the issues and my concerns… but its the lack of actual response to my questions is frustrating… but yeah at least you got hold of someone who seemed to have listened and helped.

      • whooah1979 on 29/10/2017 - 12:30
        +1

        These cs get paid a few dollars a day. One can't expect their English and their replies to be as good as a local cs.

        • Explorer-AUS on 29/10/2017 - 12:49
          +2

          I understand that their English may not be as good as the locals but it doesn't skip the fact that they didn't even try to answer my questions.

          If they tried then I would still consider it as a decent conversation because it shows that at least they are making an effort to help rather then scripted robotic replies like the one listed above.

          But it just seems like it comes down to who you get from GearbestCS team who's willing to help or not. Just like @Hoju he was lucky to get someone that actually helped him. As for me this isn't the case. Pot Luck really.

  • f38r1 on 29/10/2017 - 08:29

    They have been very reasonable by allowing you to return the item and provide return address. It doesn't matter if the forwarding address is in AUS, you simply can't send it there. Buy from overseas has this kind of risk, you should know before you buy.

    • whooah1979 on 29/10/2017 - 08:41

      It doesn't matter if the forwarding address is in AUS, you simply can't send it there. Buy from overseas has this kind of risk, you should know before you buy.

      Online retailers like asos ship from overseas to Australia. Auspost then takes care of the last mile. They have a dedicated 6000 for returns that is located at Chullora.

    • insane on 29/10/2017 - 11:05
      +9

      They aren't "being reasonable" by allowing him to return a faulty product, it's the minimum they have to do.

      • timmypete on 30/10/2017 - 00:43
        -2

        Not trying to nitpick, but this is an online purchase from overseas. None of the Australian Consumer Law protections (such as a 'minimum' right to return faulty products) apply here.

      • f38r1 on 31/10/2017 - 00:24

        "They aren't "being reasonable" by allowing him to return a faulty product, it's the minimum they have to do."

        Which is what they do, they allow him to return a faulty product, and the seller has instructed the buyer to send to their return address.
        This is actually very simple, he returns the item to their address, they'll refund him. (Or even simpler, don't buy from Gearbest coz there's a risk that a faulty item needs to be returned to China.)

        I bought many cheaper-than-local stuff from China knowing my risks. If I want assurance, I would pay premium price buying from local where I can easily walk back into the store and ask for refund for faulty items. Common sense.

  • Bluberry on 30/10/2017 - 00:36
    +20

    DO NOT SEND THE ITEM BACK.

    I would strongly suggest that you open a paypal dispute first and agree to a resolution through the paypal process.

    If you do send the item back, you will spend ages chasing after your refund. Ie you will end up without the item or your money. Wait for them to provide a refund first and then send the item back.

    Next time, dont buy items from gearbest. They are hopeless.

    • justinh93 on 30/10/2017 - 11:02
      +3

      Please listen to this!!! You need to do it through paypals dispute instructions. Don't negotiate outside of PayPal.

      I managed to get a refund on an iPhone I got overseas through PayPal last year

      • Explorer-AUS on 30/10/2017 - 20:31

        Yep I'm going to open a case through paypal and sort it out through there.

    • PAOK11 on 30/10/2017 - 11:04
      +3

      Responses like these & people still post deals from these dodgy companies because there cheap but not worth the headaches when this stuff happens.
      Also everything they sell is crap

    • skyva on 30/10/2017 - 11:32
      +4

      I agree, I had a bad dashcam from them and returning it was a nightmare. I opened a dispute but they wouldn't respond. Then I opened a paypal dispute and they finally responded, but wanted me to cancel the paypal dispute and send the dascham back. They were insistent that i cancel the paypal dispute as they said they cannot refund with it open. They are full of lies.

      I sent it back, but of course it is to China, so took several weeks. Then they said they never got it. Eventually go a refund through paypal.

      You are going to have to jump through every hoop imaginable and keep perfect records of your dispute if you expect to get a refund on this.

      Good luck, and don't buy anything with a poor reliability record from Gearbest.

    • tik tok on 31/10/2017 - 10:14

      Next time, dont buy items from gearbest. They are hopeless.

      +1! Unfortunately, Sunny, their rep here tries to be helpful but is usually tied down by the hopelessness of the seller he represents.

  • Explorer-AUS on 30/10/2017 - 01:33

    Geez I see you copped a pretty bad experience… Did you end up opening a dispute after not getting anywhere with the gearbest team about your refund?

    I don't know how I would even go about waiting to get a refund back then send the items.. I don't think PayPal will allow this.

    • Bluberry on 30/10/2017 - 11:26
      +2

      Just follow the paypal instructions to protect yourself

      Many overseas sellers will ask you to send the item back at your expense. They then ask you to close the paypal dispute (if you have opened one already) promising a refund. Then you dont hear back from them ever and you have no process to get your money back.

      Dont get caught out. Search the forums and you will see all the scams these people pull.

      • Explorer-AUS on 30/10/2017 - 20:16

        Yeah I have everything ready to go to send back. Even purchased proper postal packaging. But definetly will go through paypal … Either way I will still lose out on some money but at least going through paypal is an official channel where I can provide proof of everything that I have done and receipts etc… that way they can't dispute that I didn't do something properly or sent the items back damaged etc..

        • justinh93 on 30/10/2017 - 21:13
          +1

          Yes! Make sure you send it to the address Paypal tells you to send it to. Take photos before you put it in the post box as well.

        • Explorer-AUS on 30/10/2017 - 21:18

          @justinh93: Yeah I'm going to take photos galore! the more evidence the better it is… I'll be sending it at the AustPost business Depots/distribution centres.

  • Pikaloo on 30/10/2017 - 10:28
    +2

    PAYPAL GIVES YOU UP TO $45 TO RETURN AN ITEM TO THE SENDER. ONCE YOU RETURN IT JUST TAKE A PICTURE OF THE RECEIPT AND GIVE IT TO PAYPAL AND THEY'LL GIVE YOU YOUR SHIPPING MONEY BACK. https://www.paypal.com/au/webapps/mpp/returns

  • eqv on 30/10/2017 - 13:43

    If the item is faulty, shouldn't the return postage be covered by the seller then?

    • whooah1979 on 30/10/2017 - 17:30

      If the item is faulty, shouldn't the return postage be covered by the seller then?

      only if the consumer laws requires that the retailer do so.

  • ipiok on 30/10/2017 - 13:48
    +2

    It really is a gamble when using stores like gearbest. I recently got in on the deal posted for the xiaomi amazfit watch…. waited over a month for it to be delivered even though I paid extra for express shipping… watch turned out to be defective and no choice but to send back or say goodbye to $130. To send back has cost me another $25, item has been delivered back to china yet I'm still waiting a week later for a refund. I'm glad for all the people that have never had an issue, but from my experience, the hassle, the wait and the money saved is not worth the problems that you may encounter.

    • Explorer-AUS on 30/10/2017 - 20:29

      That's sucks to hear mate. Did you open a case with paypal or did you deal with them directly?

      • ipiok on 30/10/2017 - 20:33
        +1

        I opened a case with paypal and left it open, have a tracking number and picture of receipt to prove it's been sent and delivered. Hopefully they do the right thing and just refund me without making me cause a fuss through paypal.

    • EnALup on 31/10/2017 - 11:44

      Hopefully Amazon will sort such issues for returns.

      • MrTweek on 31/10/2017 - 17:42

        The law does.
        You won't have such issues when buying locally, as you are protected by Australian law.
        Buying from overseas always carries some risk like that.

        • EnALup on 31/10/2017 - 19:22
          +1

          With amazon, you dont need to go that far. Their service is top notch, better than even many local online retailers.

        • CalmLemons on 31/10/2017 - 19:46

          @Gaggy:

          Cause they pretty much screw the suppliers.

          The ACL is over the top. The government is just sick of whingers and hand balls the problem to the retailers. The government then screws small businesses and tells them to deal with it cause public servants can't be bothered explaining reasonable terms [The OP is in the right though - I'm more so commenting on how Amazon will treat future retailers] I've worked in a retail environment for 15 years - waiting for the day when the retailers will stand up and stop discount and charge full price because some things just go the beyond…then everyone goes to Amazon - all profits out of the country again.

        • EnALup on 31/10/2017 - 20:17

          @Gallifr3y: Most of online sales profits are already going to China. With amazon, it will be going to partially US and when they open here, it will be taxed here as per new govt. rules.

        • MrTweek on 31/10/2017 - 21:35

          @Gaggy:
          Although that might be because they are based in countries where consumer laws force them to do that.

          In Europe, they give you exactly what they are required by law, which is free return shipping for change of mind within 30 days.

          I agree that amazon has really good customer service. Yet, I found a lot of Australian retailers are the same, i.e. CatchOfTheDay, Asos, even JB Hifi.

        • EnALup on 01/11/2017 - 12:19
          +1

          @MrTweek: Asos are UK based. JB Hifi are hit and miss. I was once told to contact the manufacturer directly for a tablet issue within one year. I had to speak to a manager that they cannot say no for repairs… they sent it to repairs, but manager didn't look happy.
          I have no experience with COTD after sale support yet.

  • knr21 on 30/10/2017 - 15:04
    +1

    if its faulty shouldn't they pay the return shipping??

  • CLoSeR on 30/10/2017 - 16:26

    Tis the risk you take buying expensive items from China.

    • Explorer-AUS on 30/10/2017 - 20:28

      It sure is a big risk and lesson learnt.

  • [Deactivated] on 30/10/2017 - 18:25

    Do a chargeback explaining the problem and relating it to your rights under consumer law. Consumer law DOES apply to international purchases, it's just harder for ACCC to actually take an international seller to court.

    PayPal looks at it like a court case but with the added advantage of the buyer not needing to provide evidence (they simply assume you're being truthful). Don't just aimlessly complain - explain after checking the product you found it was unfit for the advertised purpose and as such are legally entitled to a replacement or refund under consumer law. As you believe the defect is a design defect rather than a single DOA unit, request a full refund rather than replacement.

    tl;dr:
    PayPal chargeback. Explain it's unfit for intended purpose and as such you're requesting a refund under consumer law.

    • whooah1979 on 30/10/2017 - 18:38
      -1

      explain after checking the product you found it was unfit for the advertised purpose and as such are legally entitled to a replacement or refund under consumer law.

      the legislation that you're referring to also requires that the consumer return the faulty item back to the retailer. that is unless the retailer waiver their rights to have the faulty item returned.

      • [Deactivated] on 30/10/2017 - 19:08

        Not always true. When it can be easily returned or posted back (ie a local store or an Australian address) it's your responsibility to organise then request a refund (of postage and purchase price). When it's not easily returnable (ie stupidly remote or international addresses) the seller is reasonable for organising a pick up or return postage in a reasonable time frame. I assume based on OP comments he's given GearBest a reasonable timeframe to do this and they still have not.

        I'm unsure if they completely forfeit their right or if they still have the right to the item back after the refund is (forcibly) provided, but either way OP is still currently entitled to a refund as they've given GearBest reasonable time to organise the return postage.

        • whooah1979 on 31/10/2017 - 12:03

          I assume based on OP comments he's given GearBest a reasonable timeframe to do this and they still have not.

          Op has stated that the retailer has offered op a remedy by accepting the returns. Op is the party that hasn't accepted the retailer's offer.

        • [Deactivated] on 31/10/2017 - 14:02

          @whooah1979:

          Re read my above comment. As mentioned, if it's not easily returned (ie local store or cheap Australian postage) the retailer is required to organise a pickup or provide posting (ie postage label prepaid).

          I assumed a little that GearBest wouldn't organise the shipping for OP, so Op should ask that they organise a pick up first before going ahead with the PayPal dispute.

        • whooah1979 on 31/10/2017 - 14:59

          @dyl:

          I assumed a little that GearBest wouldn't organise the shipping for OP,

          Gearbest doesn't have to. They've provided op with a return address. Op needs to pack the item/s. Then go to a lpo and ship the consignment back to the retailer. There is no more to it then that.

        • [Deactivated] on 31/10/2017 - 15:39

          @whooah1979:

          As per my other comment, GearBest legally does have to.

        • whooah1979 on 31/10/2017 - 15:40

          @dyl:

          As mentioned, if it's not easily returned (ie local store or cheap Australian postage)

          What is difficult about it? Op already has the return address. Just pack the item/s. Go to a lpo. Fill out cn22 or cn23. Pay for shipping. Upload the required documents to PayPal and wait for the retailer to issue a refund.

        • whooah1979 on 31/10/2017 - 15:51

          @dyl:

          GearBest legally does have to.

          Could you please point out which section of the legislation that state that this retailer have to provide return shipping for this dispute?

          Link the legislation.
          https://www.legislation.gov.au/ComLaw/legislation/act1.nsf/0/4E8004BC23ACDEBBCA2577620009E209/$file/1032010.pdf

    • Explorer-AUS on 30/10/2017 - 20:27

      Yeah that is what I'm going to do.

      I always had the intention of returning the item but at the time of my post I was unaware that regardless if it was shipped from Aus all the items had to be sent back to china…

      There were issues with the camera which Gearbest chose to ignore especially when showed concern about the extreme over heating issues and freezing… amongst the other issues I found. But all I got was scripted responses that didn't actually answer my concerns.

      I have proof of the items photo wise of when they arrived.. how they arrived and the damage to the items packaging etc… Likewise I will ask Paypal to open a case directly with them and then I will provide all the photo evidence and message evidence to paypal including receipts of the return packages that will also be registered with signature on delivery.

      I dont' ever send anything these days that's of any value without it being registered and signature on delivery.

      At the end of the day I want to return these unfit for use items and I want my full refund back without getting caught out with their extra charges etc… and lies from what other members have said in their experiences in dealing with their returns department.

    • dazweeja on 31/10/2017 - 15:32

      What makes you think that the ACL applies to international purchases? ACCC advice is that if your seller is based overseas and writing to them doesn’t resolve your problem, try asking the consumer protection agency in their country if it can help.

      https://www.accc.gov.au/consumers/online-shopping/shopping-o…

      • [Deactivated] on 31/10/2017 - 15:53

        It applies, though ACCC doesn't really have much power to drag an international seller to court. PayPal will happily give you your money back (in honour of your consumer rights), then the seller doesn't have any real way of arguing it (as you're legally entitled to the monies under consumer law).

        • whooah1979 on 31/10/2017 - 16:03

          PayPal will happily give you your money back (in honour of your consumer rights), then the seller doesn't have any real way of arguing it (as you're legally entitled to the monies under consumer law).

          Op's post gives the indication that gearbest is willing to issue a refund when they receive the item/s back. However, op has stated that they don't want to follow the correct procedure for a refund. Which requires them to ship the Item/s back the return address provided by gearbest, but rather ship it to an address of their choice.

        • Explorer-AUS on 31/10/2017 - 20:26
          +1

          @whooah1979: Gearbest Laid out the rules for sending the items back by stating I am required to send it back securely in a box and padded and return the item to them.. However reading further down the list of their requirements they state that any damaged caused or loss of Item or customs charges is my responsibility and they will take those charges off my refund….

          My item came faulty and boxes where damaged already.. I have photo proof but to argue that with gearbest is another thing. Plus to be told that I am liable for customs charges etc… how is that? from the best of my knowledge the receiver is liable for that Not me… and to be told that they will take the associated charges off my refund total is ridiculous. Not only would I have lost in postage costs but then any additional charges on top of that and could possibly accused of damaging the items which came damaged in the first place because they themselves didn't pack it properly in the first place. So yes I was pushed up against a wall to work out my options.

          So yes I disagreed with sending the items back to china due to many reasons listed above. at the time I have never dealt with Gearbests CSTEAM in regards to returns of faulty items. I didn't refuse purely because I don't want to.. I refused and asked for an alternative when I saw a return address from the sender that is a local address which is why I questioned why I couldn't send it back to that address… again this is my first time dealing with Gearbests CSTeam

          So for someone who is told that I must send it back to china but not having my questions answered as to why I wasn't able to send it back to the local address and getting scripted robotic responses. anyone would get frustrated too…. Now after hearing from other members that its more then likely just a mail redirector or even if it is a warehouse gearbest are painful and will always make you send it back to china… SO that I understand now.

          If you don't understand something and or want clarification.. then you ask… which is what I did… Gearbest didn't' respond to my concerns about the product nor about the address thing. So at the end of the day.. I tried asking to get clarification but it was their refusal to answer me which led to this post on here.

          Thus why I came on here to ask for peoples experiences and through suggestions of the members to get some clarification from people who have dealt with gearbests CSTEAM and where I found out about paypals other policies which I did not know of at the time. That info helped.

          It's easy to tell someone to ship the item back hey just do what they say and ship it back…. but when you get strung around by the CSTEAM and then told I have to do all of the above and on top of that forfeit money for whatever reasons they may come up with didn't sit well with me.

          Again its a learning curve and I learnt the hard way. But luckily for me I paid with PayPal which gave me another avenue to pursue to recover my costs.

  • tik tok on 31/10/2017 - 10:14
    +4

    @gearbest care to respond ?

  • OzzyOzbourne on 31/10/2017 - 12:49

    Many eBay sellers try the same trick, send it from Australia, then when something is wrong, you have to pay registered post to overseas address and hope you can claim it back

    • Kamsi on 31/10/2017 - 16:26

      That's why I hardly spend more than $100 from oversea Ebay sellers esp those from China.

  • effgee on 31/10/2017 - 14:47

    Somewhat OT but I've noticed all my recent parcels from Gearbest are marked as being posted from Holland wtf ? Anoyone else here had this or similar ?

    • theoaus on 31/10/2017 - 15:04
      +1

      Netherlands Post surface mail

      • whooah1979 on 31/10/2017 - 15:29

        they also ship with china post from Shenzhen.

    • whooah1979 on 31/10/2017 - 15:30

      That's right. We just received a delivery today from gearbest and can confirm that they use postnl.

    • MrTweek on 31/10/2017 - 17:45

      I had shipments from Germany and Switzerland…

      • effgee on 31/10/2017 - 20:18

        I was wondering…
        Why ?
        Is it for real ?
        Are they just printing 'forged' NL postage markings to trick the international parcel exchange agreement ?

        • MrTweek on 31/10/2017 - 21:40
          +1

          I'm pretty sure that's real. I was wondering why too.
          My best guess is that they have more customers in Europe than Australia and do this to provide better service to them.
          Also, shipping from Europe to Australia often takes 1-2 weeks, while shipping out of China, rather takes 4-6 weeks.

  • cdaddy on 31/10/2017 - 15:38
    +2

    Well atleast your gearbest package arrived within a year

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