Política de reembolso

Refund & Returns Policy

Gorilla Netting & Equipment LLC Online store: https://shop.gorillanetting.com Effective date: September 2, 2026

This Refund & Returns Policy explains how Gorilla Netting & Equipment LLC ("GNEQ," "we," "us," or "our") handles cancellations, returns, refunds, exchanges, and damage claims for orders placed at https://shop.gorillanetting.com.

Because we sell multiple product classes (custom netting, catalog hardgoods, machines, mounds/mats, clearance), windows and restocking fees depend on the product. When a product page states a specific rule, that page controls for that SKU.

RMA required. Do not ship anything back without prior authorization. Unauthorized returns may be refused.

For shipping lead times and freight receiving rules, see our Shipping Policy. For installation services (separate company), visit https://www.gorillanetting.com.

1. How to Request a Return (RMA)

  1. Contact us before returning anything:

- Phone: +1 (800) 274-1079 (Mon–Fri 8:00 AM–5:00 PM ET) - Email: sales@gorillanetting.com

  1. Include: order number, SKU/item name, reason for return, and clear photos (especially for damage/defect claims).
  2. If approved, we will issue return instructions and an RMA reference. Follow packing and carrier instructions exactly.
  3. Returns without an RMA, or outside the applicable window, may be refused or may not qualify for refund.

2. Product-Class Return Rules (Summary Table)

Product class Return window (unused / like-new, original packaging) Restocking fee Who pays return freight Notes
Custom / made-to-order / cut-to-order (netting, turf, padding, rubber, logos, special sizes, special orders) Generally non-returnable once manufacturing/cutting has begun N/A (final) N/A Limited exceptions for verified defect or GNEQ/fulfillment shipping error. See §3.
Machines (pitching / training machines and similar) 30 days from delivery 15% Customer Must be unused or only lightly inspected; original packaging required when applicable. Used machines are not returnable. Outbound shipping typically non-refundable.
Mounds, mats & Portolite-class goods Request within 45 days of delivery; complete return shipment within 45 days of RMA 20% Customer Unused, like-new, original packaging. Special-order / designated non-returnable SKUs excluded. International undamaged returns may be excluded.
Standard returnable catalog goods (non-custom hardgoods eligible for return) 14 days from delivery 30% Customer (unless wrong item or verified defect caused by us/fulfillment) Storewide default for standard catalog goods. Some specific catalog SKUs may state a different window or fee on the product page—those product-page terms control for that SKU.
Clearance / final sale / used Non-returnable N/A N/A Used goods sold as-is, no warranty unless a page expressly states one.

General rules that apply across classes (when a return is allowed):

  • Item must be unused (or only inspected), resalable, and in original packaging with all accessories, unless we approve otherwise for a defect/damage claim.
  • Original outbound shipping is non-refundable, except when we determine we shipped the wrong item or the product is defective and a full remedy is appropriate.
  • Refunds are issued to the original payment method after we (or our partner) receive and inspect the return—typically 7–14 business days after inspection begins.
  • Restocking fees, non-refundable outbound shipping, and any return-label costs we advanced may be deducted from your refund.

3. Custom, Made-to-Order, and Cut-to-Order Items

Custom and made-to-order items—including cut-to-size netting and turf, custom padding/rubber, logos, special sizes, and other special orders—cannot be cancelled or returned once production or cutting has started, except for:

  1. Verified manufacturing defect; or
  2. Shipping / fulfillment error (wrong item shipped) attributable to us or our fulfillment process.

Unless a product page expressly allows a different unused-custom return path, treat custom goods as final after production starts.

Wear and tear on netting or turf is not a defect.

4. Machines

  1. Eligible unused machines may be returned within 30 days of delivery with prior RMA.
  2. 15% restocking applies.
  3. Customer pays all return freight and must pack securely (original packaging when required).
  4. Machines that have been used in play/training, modified, or returned incomplete/damaged beyond inspection may be refused or refunded at a reduced amount.
  5. Used machines (including "used" listings) are not returnable for refund.

5. Mounds, Mats & Portolite-Class Goods

  1. Initiate return request within 45 days of delivery.
  2. After RMA issuance, ship the return within 45 days.
  3. 20% restocking; customer pays return shipping/handling; insurance recommended.
  4. Special orders and items marked non-returnable are final.
  5. Refund = purchase price + applicable sales tax − restocking (and any deductions). Allow up to about two weeks after inspection to process.

6. Standard Returnable Catalog Goods

For non-custom catalog goods that are not machines, mounds/mats (Portolite-class), clearance, or final sale:

  1. Request RMA within 14 days of delivery.
  2. 30% restocking on returns/exchanges that are not due to our error or a verified defect.
  3. Customer pays return freight unless the return is for wrong item or verified defect (in which case we will advise on label/shipping).
  4. Clearance and final-sale badges override this section.

7. Exchanges

Exchanges, when offered, are processed as a return of the original item under the applicable class rules plus a new order (or adjustment) for the replacement item. Restocking fees may still apply to the returned item when the exchange is for preference (size/color/model change) rather than defect or our error. Stock and production constraints may prevent exchanges on custom goods.

8. Cancellations

  1. Contact sales@gorillanetting.com or +1 (800) 274-1079 immediately with your order number.
  2. If the order has not entered production and has not shipped, we will attempt to cancel.
  3. Made-to-order / cut-to-order: may be non-cancellable once production or cutting has started.
  4. Mounds/mats (Portolite-class): if cancellation after order acceptance but before ship is possible, a cancellation fee of up to 5% may apply; product pages for those items may provide additional detail.
  5. If the order has already shipped, use the return rules above (not a free cancellation).

9. Damaged, Missing, or Wrong Items

9.1 Inspect on delivery

  • For freight: note visible damage or shortage on the bill of lading / delivery receipt; obtain driver signature; photograph; keep all packaging; do not discard materials needed for a carrier claim.
  • For parcel: photograph packaging and product damage before discarding boxes when possible.

9.2 Reporting windows

Issue Report to GNEQ within
Transit / shipping damage 5 calendar days of delivery (ASAP—same day preferred for freight)
Wrong item shipped 14 days of delivery
Manufacturing defect (not wear/tear) 14 days of delivery (or within any longer warranty process described on the Warranty page / product page)
Shortage / missing pieces 5 calendar days recommended; no later than 14 days

Late reports may limit or eliminate remedies because carrier and supplier claim windows can close.

9.3 What we do

Contact GNEQ first (phone/email above). We will coordinate carrier claims and/or replacement or refund with the fulfilling partner as appropriate. Do not contact factories as your customer-support channel—use GNEQ so we can manage the claim correctly.

10. Refund Timing and Method

  1. Approved refunds go to the original payment method.
  2. After the return is received and inspected, refunds typically post within 7–14 business days (processor timelines may add time to your statement).
  3. Deductions may include restocking, non-refundable outbound shipping, return-label costs, and damage beyond normal inspection.

11. Non-Returnable Summary

Unless required by law or approved for defect/shipping error, the following are not returnable:

  • Custom / made-to-order / cut-to-order items after production has begun;
  • Special-order sales marked final;
  • Clearance / final-sale items;
  • Used products (including used turf/machines when sold as used);
  • Items returned without RMA, outside the window, used, missing parts, or not in original packaging when required;
  • International undamaged returns where the product class excludes them.

12. Contact

Gorilla Netting & Equipment LLC https://shop.gorillanetting.com

Email: sales@gorillanetting.com Phone: +1 (800) 274-1079 Hours: Monday–Friday, 8:00 AM–5:00 PM Eastern Time

Florida (mail): 5005 W Laurel St, Suite 100 PMB1186, Tampa, FL 33607 Kentucky: 74 Red Fern Rd, Campbellsville, KY 42718

Last updated: September 2, 2026