Store Policy

RETURN POLICY

Returns & Exchanges:

Returned & Exchanged orders will be processed within 7-10 business days of us receiving the package.

We offer exchanges & store credit ONLY. Should you choose store credit, once the store credit has been issued we will send you a confirmation via email with your store credit gift card information.

  • For faster service please include your order number on a note with instructions inside your return/exchange package

  • All returns must be completed within 30 days of receipt

  • All returns/exchanges need to have the original tags

  • The customer covers the cost of shipping the item back to us, and we cover the cost of shipping the new item to you.

  • We are not responsible for user-initiated damage and/or loss of parts/product incurred during the operation or use of the product(s) you purchased.
  • We pride ourselves on our customer service and we are happy to assist in the return process. Please don’t hesitate to contact us at cs@geckohawaii.com with any questions or concerns you may have. Thank you in advance for your business.

Q & A 

Why do I need to wait for my return order to arrive at Gecko HQ before you send out my replacement order?

We wait until we have received the product before we ship out the new one, because when we first relaunched, we learned it was easy for scammers to take advantage of us. Initially, we would send customers replacement items right away to expedite the process -- but on many occasions, we ended up never receiving the original order. We are start-up in many ways, and lots of that can really hurt the business -- so we appreciate your understanding on this matter!