Buy & Sell with Confidence
Every transaction on The Gear Project is backed by verified sellers, quality standards, a delivery guarantee, and a clear dispute process. Here's how we protect you.
How We Protect You
🛡️ Verified Sellers
Every seller verifies their identity through email and Stripe before they can list or get paid.
📦 Delivery Guarantee
Every order up to $800 is covered. If your package is lost or damaged in transit, we'll make it right.
💰 Buyer Protection
Your payment is held securely and not released to the seller until 72 hours after delivery, giving you time to check your gear.
Seller Verification
We verify every seller so you know who you're buying from.
Verified Email
Every seller must provide a verified email address when they create their account. This is confirmed before they can list any items.
Stripe Identity & Payments
Before a seller can get paid, they connect their account to Stripe: a secure, PCI-compliant payment platform. The Gear Project never sees or stores your financial information. Verification is handled directly by Stripe.
Quality Standards
Every item listed on The Gear Project must meet these standards. Sellers must provide at least 4 photos per listing (including the size label where applicable), an honest condition rating, and approximate age and usage history.
Ready to use! No repairs needed
No holes, tears, or structural damage
All zippers, buckles & straps functional
Clean. No excessive dirt, odour, or stains
Footwear: 50%+ tread remaining
Brand & model accurately listed
Condition Ratings
Every listing includes a condition rating so you know what to expect.
Like New
Unused or used once
Excellent
Minimal signs of wear
Very Good
Light wear, fully functional
Good
Visible wear, everything works
Buyer Protection
When you buy on The Gear Project, your money is protected from checkout to delivery
Secure Payment Hold
When you purchase an item, your payment is processed and held securely by Stripe. Funds are not released to the seller until 72 hours after the carrier confirms delivery, giving you time to inspect your gear and confirm it matches the listing.
If you don't report an issue within 72 hours of delivery, the transaction completes automatically and the seller gets paid.
Item not as described? You have 72 hours from delivery to let us know.
Delivery Guarantee
Every order shipped through The Gear Project up to $800 is covered if something goes wrong in transit. If your package is lost or arrives damaged, we've got you.
File a claim with our support team within 7 days of your expected delivery date and we'll make it right. Just reach out to team@thegearproject.com and we'll take it from there.
What Happens If Something Goes Wrong
If your gear doesn't arrive, arrives damaged, or doesn't match the listing, here's exactly what happens. If there's no delivery confirmation for your package, contact us within 21 days of purchase.
72-Hour Window Opens
The clock starts when the carrier marks your package as delivered.
Open a Dispute
Email the team with subject "Dispute — [Order Number]", photos of the item, and a description of the issue.
Seller Notified
We notify the seller within 2 business days of receiving your dispute.
Review & Resolution
We review photos and the original listing within 5 business days. If the item is materially different, the seller provides a prepaid return label and a full refund is issued.
What Counts as "Materially Different"?
A dispute is valid when the item you received is significantly different from what was described in the listing. Here are some examples.
Qualifies for a Dispute
- A jacket listed as "like new" arrives with tears, stains, or broken zippers not shown in photos
- Shoes listed as a specific size that are a different size upon arrival
- A tent listed as "complete" that's missing poles, stakes, or a rain fly
- A sleeping bag with a broken zipper or compromised insulation not disclosed in the listing
- A backpack with undisclosed broken frames, straps, or buckles
- An item that is a different brand, model, or specification than listed
Does Not Qualify
- You changed your mind about the purchase
- The item was accurately described and you're dissatisfied with the condition you agreed to
- The item doesn't fit (check size labels and measurements before buying)
- You purchased a similar item on another platform
A note on wear: Normal wear consistent with the stated condition rating does not qualify as materially different. A jacket rated "Good" may show signs of use — that's expected. Review the condition rating and photos carefully before purchasing.
For Sellers
Selling on The Gear Project is straightforward. Here's what's expected of you and how disputes work from your side.
Your Responsibilities
List your items honestly with accurate descriptions, condition ratings, and clear photos. Ship promptly once an item sells, and make sure the item matches what you described.
Pack items securely following our packaging guidelines. If an item arrives damaged due to inadequate packaging, the seller may be held responsible. If you do all of the above, you're covered.
If a Dispute Is Filed
You'll be notified within 2 business days. We'll review the buyer's photos alongside your listing. If the item is found to be materially different from your description, you'll need to provide a prepaid return label. If your listing was accurate, the funds will be released to you as normal.
Common Questions
Is my order covered if something goes wrong in shipping?
Yes. Every order up to $800 is covered by The Gear Project's delivery guarantee. If your package is lost or arrives damaged in transit, just reach out to team@thegearproject.com and we'll make it right.
How long do I have to report a problem?
It depends on the issue. If your item doesn't match the listing, you have 72 hours from when the carrier confirms delivery. If your package is lost or damaged in transit, you have 7 days from the expected delivery date. If there's no delivery scan at all, contact us within 21 days of purchase.
What happens if I don't report an issue within 72 hours?
The transaction completes automatically and the payment is released to the seller. All sales are final after this point.
How do refunds work?
If your dispute is approved, you'll receive a free return label to send the item back. Once the return is shipped, a full refund is issued. Refund timing follows Stripe's standard processing schedule.
Can I return an item if it doesn't fit?
Unfortunately, no. We don't accept returns for fit, change of mind, or personal preference. We encourage buyers to check size labels, measurements, and photos carefully before purchasing.
Does The Gear Project see my financial information?
No. All payments and seller payouts are handled by Stripe. The Gear Project never sees, stores, or has access to your bank details, card numbers, or financial information.
What if my package is lost in transit?
Reach out to team@thegearproject.com within 7 days of your expected delivery date. Orders up to $800 are covered by our delivery guarantee. We'll sort it out for you.