Warranty policy and complaints procedure

 

Warranty policy

The legal warranty applies to all items that you buy from GorillaGrip. A legal guarantee means that a product is or must do what the consumer can reasonably expect from it.
In addition, each article also has a manufacturer's warranty ranging from 90 days to 5 years. The rigs and racks come with a limited lifetime warranty, which means that the products are always warranted unless the product becomes unusable for reasons other than defects in materials or workmanship.

The warranty is void if the product is damaged by negligence, improper use, maintenance, storage or handling by the user. Any specific issues related to a GorillaGrip product that a customer is not satisfied with will be assessed on a case-by-case basis.

The legal warranty period in Germany, France, and Luxembourg is 2 years. 

REPAIRS

GorillaGrip provides assembly, maintenance, and repair services for workout rigs supplied by GorillaGrip. If your workout rig(s) requires maintenance, please contact GorillaGrip by phone or email.

ITEM RECEIVED DEFECTIVE

If you have received an item defective, you can return it within 14 days. Read more about returning products on the shipping and returns page.

 

COMPLAINTS PROCEDURE

If you are not satisfied with the quality of one or more products received or with the services of GorillaGrip, you may submit a complaint to GorillaGrip by e-mail via info@gorillagrip.nl or by telephone via +31 (0) 6-54244683. GorillaGrip is obliged to respond substantively to this within 14 days, but you will usually receive a substantive response to your message within 24 to 48 hours on working days.

A GorillaGrip employee will contact you personally and work with you to find a suitable solution in the form of repair, a replacement item, or a refund of the purchase amount.

If you, as a consumer, do not agree with the solution or if we cannot reach a solution together, then you can submit your complaint to the Disputes Committee via the European ODR Platform (https://ec.europa.eu/consumers/odr/). For both consumers and business customers, if they are not satisfied with the handling of the complaint, they can also submit the complaint to Thuiswinkel for mediation, for consumers via www.sgc.nl and for business customers via www.thuiswinkel.org.