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terms &
conditions

Important Information

By viewing and using this website you will be bound by the terms and conditions of this site. If for any reason you do not agree to the terms and conditions outline, then you are not aloud to use this site.

You should carefully read the following Terms and Conditions. Your purchase, use of our goods and our website implies that you have read and accepted these Terms and Conditions.

Who You Are Buying From

This website (www.neann.com.au / www.neann.com) and the firelogistics website (www.firelogistics.com.au) are owned and operated by:

RAPP Australia Pty Ltd,
Unit 1, 22A Hicks Street,
PO Box 120,
LARA, Victoria 3212
Australia
03 5284 0222

NEANN and firelogistics are a division of RAPP Australia Pty Ltd and are bound by RAPP Australia Pty Ltd’s Terms and Conditions.

 

Definitions

The following definitions shall apply to the terms and conditions set out below which govern these Terms and Conditions for use of the website.

"We", "Us", "Our", "Our Company", "Seller", "NEANN", "firelogistics", "RAPP Australia", "RAPP" and "RAPP Australia Pty Ltd"
Means subsidiaries, affiliates of RAPP Australia Pty Ltd and their respective employees, agents and independent contractors.

"You", "Your", "Purchaser", "Customer", "Client", "Visitor", "Visitors", "User" and "Users"
Means the person, persons, user of, or visitor to the website, accessing the website or purchasing from the website.

"Website", "Websites", "Webpage" or "Webpages"
Means this NEANN Website and any links available from or within the website, but does not include any external websites or links to external websites not belonging to or controlled by NEANN and RAPP Australia Pty Ltd.

"Good" , "Goods", "Item", "Product", "Products", "Materials", "Accessories", "Kits" or "Bags"
Means any goods offered, sold or supplied by us.

"GST"
GST means Goods and Services Tax within the meaning of A New Tax System (Goods and Services) Act 1999.

"Business Days" or "Working Business Days"
Working business days are from Monday to Friday usually between the hours of 9:00am – 4:00pm. Business days exclude weekends.

 

Ownership

You do not claim intellectual property right or exclusive ownership to any of our goods, modified or unmodified. All goods are property of independent content providers.

Unless clearly stated, our goods are provided "as is" without warranty of any kind, either expressed or implied. In no event shall our company or its agents be liable for any damages including, but not limited to, direct, indirect, special, punitive, incidental or consequential, or other losses arising out of the use of or inability to use our goods.

Disclaimer

The information contained in this website is for general information purposes only. The information is provided by RAPP Australia Pty Ltd and whilst we endeavour to keep the information up-to-date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, goods, services, videos, links or related graphics contained on the website for any purpose. Any reliance you place on such information is therefore strictly at your own risk.

You accept that the Internet is not always a reliable and that system outages may occur. We will not be liable for any loss or damages including without limitation, indirect, direct, incidental, consequential or otherwise, loss or corruption of data or damage, loss of profits, goodwill, bargain or opportunity or loss of anticipated savings arising out of or in connection with the use of this website or resulting from your access to, or use of, or inability to use the website and its content, whether based in contract, tort, negligence, statute or any other legal theory, and whether or not we know of the possibility of such damage to the extent permitted by law.

Through this website you are able to link to other websites which are not under the control of RAPP Australia Pty Ltd. We have no control over the nature, content and availability of those sites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them.

Every effort is made to keep the website up and running smoothly. However, RAPP Australia Pty Ltd takes no responsibility for and will not be liable for the website being temporarily unavailable due to technical issues beyond our control.

To the extent permitted by law, our maximum liability to you whether for breach of these terms or in negligence or in any other tort or for any other common law or statutory cause of action arising in relation to these terms, the site or the content available through the site is limited to the face value of the good purchased by you and any other related fees (such as delivery).

Errors, Omissions and Manifest Discrepancies

We reserve the right to correct errors or omissions in quotations, acknowledgments, orders, invoices, delivery fees or other documents relating to the goods or the agreement between us and you, whether or not the expression errors, omission and manifest discrepancies is contained in the document.

Modification or Variations

NEANN and RAPP Australia Pty Ltd may revise these terms and conditions of this agreement at any time by amending this page/document.

You are expected to check this page/document from time to time to take notice of any changes we made, as they are binding on you.

Some of the provisions contained in these terms of use may also be superseded by provisions or notices published elsewhere on our site. To find out more information, please contact us at sales@rappaustralia.com.au or alternately on 03 5284 0222.

Any such revision will be binding and effective immediately upon posting of the revised agreement on our website. We reserve the right to change, suspend or discontinue all or any aspects of the site at any time without prior notice for any reason whatsoever.

Your continued use of our site constitutes agreement to any revision of the terms and conditions of this agreement.

You are unauthorised to make any modification(s) to our goods, pricing, images or website and you shall not place any of our goods, modified or unmodified, on a diskette, CD, DVD, website or any other medium to fit your purposes unless provided with written consent from the respective author.

You also shall not offer them for redistribution or resale of any kind without prior written consent from our company.

You acknowledge and agree that:

  • All pictures and images of goods displayed on the website are for illustration purposes only, and the sizes and dimensions of goods may differ in real life;
  • You have read any corresponding written description of the goods prior to submitting your order;
  • The colour of goods as shown on the Website may vary slightly in shade in real life;
  • Where we provide dimensions and measurements in the descriptions of a good (where applicable or available), it is your responsibility to ensure that the actual size of each item is suitable for your purpose prior to submitting your order (including whether the good will be capable of delivery to your delivery address due to sufficient, appropriate and safe access); and
  • Any accessory featured with the goods is for illustration purposes only, and may be sold separately.

Copyrights & Trademarks.

The trademarks, names, logos, animations, images and service marks (collectively "trademarks") displayed on this website are registered and unregistered trademarks of the website owner.

Nothing contained on this website should be construed as granting any license or right to use any trademark without the prior written permission of the website owner.

The written content displayed on this website is owned by its respective author (or approved from other parties) and may not be reproduced in whole, or in part, without the express written permission of the author.

To find out more information, please contact us at sales@rappaustralia.com.au

External Links and Links to Affiliated Sites or References to other Websites or Webpages

NEANN’s website has many links to other organisations (external or affiliated websites), and while we offer these electronic links for your convenience in accessing information of interest to pre-hospital emergency kits and rescue equipment, please be aware that when you exit our website, the privacy policy on other websites may NOT be the same as that stated on our website.

In addition, NEANN cannot attest to the accuracy of information provided by linked sites. Linking to a website does not constitute an endorsement by NEANN and RAPP Australia Pty Ltd or any of its employees of the sponsors of the site or the goods presented on the site.

RAPP Australia Pty Ltd’s Blog, Twitter & Facebook Account and Other Social Media

Keep in mind that any personal information, or comment that you voluntarily disclose on the Website, for example on comment pages, on the blog forums, Twitter or Facebook becomes publicly available. Your account name is displayed to other Users when you send and/or post messages through this website or other social media sites. Please note that any comment or other content you post or send to these sites becomes published content and is not considered personally identifiable information subject to this Privacy Policy.

You can contact us on Twitter by clicking this link http://www.twitter.com/RAPPAustralia. Please be aware that Twitter is only for social media and news updates.

You can contact us on Facebook by clicking this link http://www.facebook.com/RAPPAustralia. Please be aware that Facebook is only for social media and news updates.

These and other social media sites follow our Terms and Conditions. Any misuse of any of our social media sites follow our Termination of Access & Account Privileges section.

We reserve the right to change, delay, restrict, suspend or discontinue all or any aspects of the social media sites or pages at any time without prior notice for any reason whatsoever.

Should you have a question or any issues regarding our social media sites or a good please contact us by phone: 03 5284 0222 or by email at sales@rappaustralia.com.au

Your Account

Our system will hold details of your account and sales transactions with us and they may be viewed only with your username and password.

NEANN does not require that you register in order to view its products or user comments. Registration is required to use certain interactive features such as viewing pricing, purchasing products, posting comments, participating in the blog forums, and in order to submit ideas and participate in competitions.

Private Policy & Your Membership Account

Your privacy is very important to us. RAPP Australia Pty Ltd respects the confidentiality of our customers and takes its obligations under privacy law seriously. The appropriate measures have been taken to ensure that your personal information is respected and kept confidential. The personal information collected from you on this website is used solely in relation to your transactions with www.neann.com.au and is never shared with other organisations.

We encourage you to read the below points and to use them to help make an informed decision regarding registration and use of RAPP Australia Pty Ltd.

If you are under 18, you may use our website only with involvement of a parent or guardian.

If you use this site, you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer, and you agree to accept responsibility for all activities that occur under your account or password.

Please remember that no method of transmission over the Internet, or method of electronic storage, is 100% secure. Therefore, while we strive to use commercially acceptable means to protect your personal information, we cannot guarantee its absolute security.

Hence, we limit access to Personal Information about you to employees who we believe reasonably need to come into contact with Personal Information to provide products or services to you or in order to do their jobs.

The access to your account will be terminated, delayed or restricted if any details or information that is provided by you, to be found incorrect (age, address, etc). Any costs affected by this misinformation will be passed on to you, the user.

RAPP Australia Pty Ltd and its associates reserve the right to refuse service, terminate accounts, remove or edit content, or cancel orders in their sole discretion.

RAPP Australia Pty Ltd reserves the right to change its policy at any time without prior notice for any reason whatsoever and it is up to the user to ensure they are aware of the current policies in place.

When you register to use the site you will be provided with an user-id (your email address) and you will then create a password. It is your responsibility to manage the security of your login details. We cannot be held responsible for any unauthorised access if you do not keep the login details confidential.

You must:

  • Keep your password secure at all times,
  • Not permit any other person to use your user id and password and
  • Change your password regularly.

You must not solicit login information or access an account belonging to someone else.

You understand and acknowledge that whilst RAPP Australia Pty Ltd takes reasonable steps to protect information from misuse, loss, or unauthorised access, modification or disclosure, RAPP Australia Pty Ltd cannot be responsible for the security of any information located or created outside of the RAPP Australia Pty Ltd and NEANN domain. You assume total responsibility and risk for your use and information you provided on your NEANN account.

You must use NEANN in a manner that does not infringe the rights of others. Unacceptable conduct would include (but not limited to) that which may:

  • Breach the privacy of any person (including RAPP Australia Pty Ltd staff),
  • Harass or cause distress or inconvenience to any person (including RAPP Australia Pty Ltd staff),
  • Involve the transmission of any unlawful, defamatory, obscene, offensive or scandalous material and
  • Cause disruption to RAPP Australia Pty Ltd operations.

All private information collected from you including your phone number and email address will be regarded as private and RAPP Australia Pty Ltd may use these details to contact you regarding the good or goods you have purchased or information about your account, delivery times, provide information to our couriers/delivery personnel (address, id, etc), or to a credit card processing company (to bill you for goods sold on our website) or related services that we think may benefit or be of interest to you.

RAPP Australia Pty Ltd uses Non-Personal Information for the following general purpose: to customize the advertising and content you see, improve our services, conduct research, and provide anonymous reporting for internal and external clients.

Your contact details will be used for the purpose for which you have provided it and will not be disclosed to any external mailing database because RAPP Australia Pty Ltd does not rent, trade, or share Personal Information with third parties except to provide products or services you've requested, when we have your permission, or under the following circumstances listed above.

RAPP Australia will store cookies on your computer when you log on to your NEANN account. Cookies enable our website to recognise your browser through your web browser and welcome you back to our site. They are also used to keep track of the items purchased within the online shopping system and to ease the shopping process.

No credit card number is stored in the system. The credit card details will be passed to the payment gateway as soon as it has been collected.

We may collect and process the following data about you:

  • Information that you provide by filling in forms on our site www.neann.com.au or www.neann.com (our site). This includes information provided at the time of registering to use our site, subscribing to our service, newsletters or requesting further services.
  • We may also ask you for information when you report a problem with our site or a problem with a good or service,
  • If you contact us, we may keep a record of that correspondence,
  • We may also ask you to complete surveys that we use for research purposes, although you do not have to respond to them and
  • Details of your visits to our site including, but not limited to, traffic data, location data, weblogs, operating system, browser usage and other communication data, whether this is required for our own billing purposes or otherwise and the resources that you access.

RAPP Australia Pty Ltd may release account information when we believe, in good faith, that such release is reasonably necessary to:

  • Comply with the law,
  • Enforce or apply our user agreements or
  • Protect the rights, safety, or property of RAPP Australia Pty Ltd, our users, or others.

By using our website, you consent to the collection and use of this information by RAPP Australia Pty Ltd. If we decide to change our privacy policy, we will post those changes, so that you are always aware of what information is collected, how we use it, and under what circumstances we disclose it.

We may communicate with you by posting notices on this site or by e-mail. You agree that all communication that we provide to you electronically satisfy any legal requirement and that such communication be in writing. We will provide you with an option to decline these updates.

We will not be liable for any disclosure of your personal information to any third party, not authorised under this agreement which was beyond our control.

Registration & Newsletter Information

You have the option to provide demographic information (such as gender, birth date and general location) to us; we encourage you to submit this information, so we can provide you a more personalized experience on our site.

During registration, you can choose to opt into our newsletter as well as periodic email updates from our Website regarding newly printed designs, new products, and upcoming sales on our Website.

If you wish to subscribe to our newsletter, we will use your name and email address to send the newsletter to you. Out of respect for your privacy, we provide you a way to unsubscribe.

Please see the "Choice and Opt-out" section.

Choice/Opt-out

We provide you the opportunity to ‘opt-out’ of having your personally identifiable information used for certain purpose, when we ask for this information.

If you no longer wish to receive our newsletter and promotional communication, you may opt-out of receiving them by following the instructions included in each newsletter or communication or by emailing us at sales@rappaustralia.com.au.  

You will be notified when your personally identifiable information is collected by any third party that is not our agent/service provider, so you can make an informed choice as to whether or not to share your information with that party.

International Users

If you are a user accessing the Website from the European Union, Asia, or any other region with laws or regulations governing personal data collection, use, and disclosure, that differ from Australian laws, please be advised that through your continued use of this website, which is governed by Australian law and this Privacy Policy as incorporated in our Terms of Use, you will be transferring your Personal Information into Australia and you consent to that transfer.

Termination of Access & Account Privileges

You are personally liable for any orders that you place or changes that you incur prior to termination.

RAPP Australia Pty Ltd has the right to terminate, delay or restrict your access to your account or your use of the site at anytime without notice and for any reason whatsoever.

RAPP Australia Pty Ltd staff(s) may terminate, delay or restrict your access to NEANN at any time if we become aware of any security breaches or prohibited use or where it is necessary for the management of RAPP Australia Pty Ltd computer systems. RAPP Australia Pty Ltd staffs are not required to provide any reason or notification for any such termination, delay or restriction.

We reserve the right to change, delay, restrict, suspend or discontinue all or any aspects of the site or page at any time without prior notice for any reason whatsoever.

Complaints

At RAPP Australia Pty Ltd, we take complaints very seriously. Because we are ISO Certified (ISO 9001:2008) we have a process in place to process a complaint as quickly and efficiently as possible.

Customers who have an complaint or enquiry about our website, services or goods can contact us by submitting a email to sales@rappaustralia.com.au or alternately by phone on 03 5284 0222.

Offers, Quotations and Tenders

Any offer, quotation or tender by us will be open for acceptance for no more than 30 days from the date of issue unless otherwise specified in writing by us, and is subject to our right to withdraw offers, quotations and tenders early notwithstanding that the offer; quotation or tender does not state this right elsewhere.

All prices contained in any offer, quotation or tender are subject to alteration by us without notice, unless otherwise specified in writing by us.

Conditions and Changes to Sales, Purchases and Pricing.

Prices are determined at the time of order and, prior to payment of the deposit, are subject to change without notice.

Accessories, features or additional goods are not included in any price unless clearly stated otherwise. This also includes goods, features and accessories in photos, layouts, any other attachment or link that have items that appear or may appear to have additional goods, features or accessories in, on or beside them.

Any features stated on this website may occur additional costs. If unsure, please contact our sales members on sales@rappaustralia.com.au

All prices quoted are in Australian Dollars and include local taxes (GST) at the checkout, unless stated otherwise.

RAPP Australia Pty Ltd reserve the right not to sell goods to any person, agent, wholesaler, government or company.

An agreement for the sale of goods between us and you shall not come into existence if an order placed by you for the goods is not accepted by us. Any order for any goods must be accompanied by sufficient information to enable us to proceed with the order.

Goods will be delivered to you by a courier of RAPP Australia Pty Ltd’s choosing, unless clearly stated otherwise by you, during the purchasing process (this may occur additional costs). We reserve the right to change, delay, restrict, suspend or discontinue all or any goods and delivery at any time without prior notice for any reason whatsoever.

If goods are sent using Registered Post or a Courier service they will only be sent to addresses where the purchaser can sign for delivery. If you are not at home when the delivery representative calls, they will leave a card in your letterbox to advise you. RAPP Australia Pty Ltd is not responsible for delivery times.

Out of Stock Goods / Availability of Goods

You acknowledge and agree that from time to time, some goods on the website may be out of stock or unavailable and we may not be able to fulfil all or part of your order(s).

If this occurs, RAPP Australia Pty Ltd will use reasonable endeavours to either source the goods, or contact you within ten (10) Business Days to either arrange a full or partial refund, or change your order(s) to replace the good with a comparable product in a similar price range (where available) as agreed with you, or come to an alternative arrangement.

Where a comparable product or alternative arrangement cannot be agreed upon, then we will refund you the price paid for the goods. We will use reasonable endeavours to process the refund within ten (10) Business Days.

Your receipt of your refund will depend on the period of time it takes your financial institution to finalise the refund. RAPP Australia Pty Ltd is not liable with respect to any loss you or any third party might suffer as a result of any delay in processing your refund.

We reserve the right to withdraw or suspend any good displayed on the website from sale either temporarily or permanently at any time without notice to you. RAPP Australia Pty Ltd will not be liable to you for any loss you or any third party suffer as a result of a withdrawal or suspension of availability with respect to a particular good.

Where a good which is the subject of an Order has been withdrawn or suspended from sale and your payment for the goods has already been processed, we will use reasonable endeavours to refund any money paid to us in respect of that good within ten (10) Business Days.

Where your Order is affected by an error on the website (for example, in relation to a description of goods, an image, price or otherwise), we will reject the part of the Order that is the subject of the error (at our discretion).

If applicable, RAPP Australia Pty Ltd will proceed to fulfil the remainder of your Order in accordance with these Terms and Conditions. If you are not satisfied with the partial fulfilment of your Order, you can return your Order to us in accordance with the Returns Policy.

Stocking and Variations of Bags, Kits and Goods

All goods will be supplied with less stock & optional extras unless specifically quoted.

Minor variations to the bags, kits or goods displayed can occur due to design improvement updates.

If unsure, please contact our sales members on sales@rappaustralia.com.au or alternately on 03 5284 0222.

Material Colours

We have done our best to display as accurately as possible the colours of the products shown on this website. However, because the colours you see will depend on your monitor, we cannot guarantee that your monitor's display of any colour will be accurate.

Some goods will only show one colour even though on the website it has multiple colour options. This is not a mistake, it usually means that we have only made that particular good in the one colour thus far.

Colours may also variety due to the brand of material and improvement updates.

Pricing / Prices

All advertised prices on this website are for online orders only.

The discounted prices shown on the website are relative to the Recommended Retail Price (RRP). In most cases, the recommended retail price for a product is notified to us by the supplier, with each supplier being obliged under our terms and conditions of trade to take all reasonable steps to properly verify the recommended retail price of a product.

We will always ensure we have reasonable grounds on which to base the suggested price, but we make no guarantee that the suggested price would be the actual price payable for the product from any particular retailer. The prices for all products shown on our website are exclusive of GST and will be included (along with the shipping), at the checkout. Any change in the GST rate shall be automatically applied to the prices of the products.

These prices do not include shipping and handling costs. These costs will be shown at the end of the shopping process and depend on delivery address, delivery method, as well as weight and size of the product.

You can also check your order status at any time under the "my account" and "my orders" sections when you login as a member to the website.

Additional Pricing / Costs

Additional cost can also occur. For example if you accidentally purchase the wrong size of a good (the larger size may cost more), or if you would like the material of the goods changed.

Shipping cost may occur additional charges if you want the goods delivered by express post, or if the size of the goods is larger or weighs more.

GST

All prices quoted are in Australian Dollars and include local taxes (GST) at the checkout unless stated otherwise. Any change in the GST rate shall be automatically applied to the prices of the goods.

GST is payable in respect of any supply of goods made to you by RAPP Australia Pty Ltd, you will be liable to pay an amount equal to the GST payable (at the current prevailing rate) on the supply at the same time and in the same manner as the consideration for the supply is to be provided under these Terms and Conditions. 

Some goods will not include local taxes (GST).

Payment

Payment maybe be affected by credit card using the ordering facility on this website. We only accept Visa, MasterCard or via Pay Pal.

When you send us your personal information including credit card information we encrypt these details to protect them from unlawful access. To purchase from us over the Internet you must be over 18 years old.

Orders that exceed your credit limit will not be processed.

All payments should be billed instantaneously however; it can take up to 24 hours on a weekday until the money will be taken out of your account. This may take longer on the weekends.

Please be aware that you are responsible for correctly entering all bill and payment methods information requested when paying your bill. If the information is incorrect it may result in your bill remaining unpaid.

While payment services provide a payment reference number acknowledging your payment, your financial institution may subsequently decline the transaction. Therefore, the issue of a payment reference number does not deem payment of the bill to have been finalised.

Should payment be declined then you will need to contact your financial institution. RAPP Australia Pty Ltd will not be aware that the transaction has been declined and is therefore unable to inform you directly.

Prices do not include GST, shipping and handling costs. These costs will be shown at the end of the shopping process and will depend on delivery address, delivery method, as well as weight and size of the goods.

If you are experiencing longer then normal billing issues, please contact us on 03 5284 0222 or by email on sales@rappaustralia.com.au

Cancelling, Returning or Exchanging an Order(s)

Cancelling an Order

Please contact RAPP Australia Pty Ltd immediately on 03 5284 0222 or by email on sales@rappaustralia.com.au should you wish to cancel you order.

Every cancellation will be taken on a case-by-case situation and will occur cancellation fees. No order may be cancelled, modified or deferred without the prior written consent of the RAPP Australia Pty Ltd (which is at RAPP Australia Pty Ltd’s sole discretion).

If such consent is given it is, at RAPP Australia Pty Ltd’s election, subject to RAPP Australia Pty Ltd being reimbursed all losses, including loss of profits, and paid a cancellation fee (being not less than 20% of the invoice price of the goods).

Returning or Refunding and Order

RAPP Australia Pty Ltd will not accept any returns unless they have been authorised by us and are returned in the same condition as that in which they were despatched.

Any authorised returns must be sent to us at our address on the invoice with freight pre-paid by you and will be subject to a restocking fee. If the freight on authorised returns has not been pre-paid by you, we reserve the right to refuse the returns or the right to pay the freight and charge you for the freight and an administration fee.

Return Process

After receiving the good, you have 30 days to contact RAPP Australia Pty Ltd via the "Contact Us" section or alternately on 03 5284 0222 of the website to be eligible for a return of the goods.

After checking your return request, we will send you a confirmation email.

The goods must be returned to RAPP Australia Pty Ltd within 10 business days of the issue of the confirmation email by RAPP Australia Pty Ltd. You will be expected to pay the delivery fee for returning the goods to us (this fee, if applicable, maybe credited back to you at a later date).

After receiving the goods we will assess the returned goods and may or may not offer a credit to your means of payment depending on their condition. For example, bags or kits may not be refunded if they have been worn, or if sewing tags have been removed.

In order to credit you for your returned items, we expect the purchased items to be returned in brand new condition. This includes the return of the original packaging and labels and tags still being attached to the items.

We will credit your method of payment to the value of the item/s, once it/they has/have been returned and accepted. When we have received the returned item and issued a credit, we will send you a further confirmation email.

Because we do not hold stock for some of the goods we supply, we may not be able to offer an exchange; for example a different colour or size.

If you have received faulty or damaged goods, please contact us via the "Contact Us" of the website and we will arrange the return from you, as well as a full refund of the products.

Subject to our acceptance of the existence of any fault in relation to any item, we will credit your method of payment, including shipping costs for delivery, restocking fee and, if applicable, return of the faulty item.

At times there may be delays in crediting your credit card which are caused by the issuing bank. Please contact us if you have not received your credit within 21 days.

Examples of conditions under which we would accept return goods are:

  • "Dead on Arrival" or "Damaged in Transit" goods,
  • Goods which develops a fault (except those due to wilful damage, or customer misuse) within the first 30 days after purchase,
  • Could reasonably be considered to be of unmerchantable quality,
  • Fails to perform to the manufacturer's specifications and or
  • Fails to perform as advertised.

If it is found upon return that an item was not incorrectly shipped, a service fee will apply. This policy excludes any item that is not in the condition in which it was first shipped.

Delivery of Goods & Additional Delivery Fees

Prices on the website do not include shipping and handling costs. These costs will be shown at the end of the shopping process (checkout) and depending on the delivery address, delivery method, as well as weight and size of the product will occur additional fees.

There may be an increase in the delivery fee payable by you in relation to an order if:

  • Your order is split and requires multiple deliveries due to:
    • The quantity or size of the goods in your order being large such that RAPP Australia Pty Ltd will be required to package goods separately; or
    • Your order attracting a Standard and Special Delivery Fee; or
  • Delivery of your order otherwise incurs additional charges.

Please ensure that the shipping address you enter is correct. For some products such as larger items, delivery to a PO Box is not possible. If unsure, please contact our sales members on sales@rappaustralia.com.au before purchasing the goods.

Delivery Information & Services

RAPP Australia Pty Ltd will deliver the goods safely and securely packed. RAPP Australia Pty Ltd will attempt to deliver your package within 4 weeks (estimate only), however this may not be possible and maybe subject to stock availability and may variety due to our business model and postage constraints.

Any delivery dates or periods stated, quoted or agreed by us shall be approximate or estimates only and shall only run from receipt by us of a written order complete with all information necessary to enable us to perform. We shall not be liable for any consequences of any delays.

RAPP Australia Pty Ltd uses couriers to deliver your goods. Goods will be delivered to you by a courier of RAPP Australia Pty Ltd’s choosing, unless clearly stated otherwise by you, during the purchasing process (this may occur additional costs). If we arrange freight to you, you must pay our charges on account of freight, unless otherwise agreed.

You agree to your details including your delivery address to be supplied to the couriers for the purpose of delivering your goods.

Unless otherwise stated, orders will be delivered during normal business hours between 8am and 5pm. RAPP Australia Pty Ltd is not responsible for delivery times.

If goods are sent using Registered Post or a Courier service they will only be sent to addresses where the purchaser can sign for delivery. It is a good idea to enter a delivery address at which someone will be present to accept the goods at this time; for example your workplace.

On delivery, the courier may require you or your nominated representative to provide them with proof of identity, such as photo identification or proof of age. RAPP Australia Pty Ltd may not make delivery of the goods if the person receiving the goods is unable or unwilling to provide satisfactory evidence of proof of identity or age.

You or your nominated representative may be also required to sign a delivery manifest to confirm that the delivery has taken place. If you refuse to sign the delivery document, this will be taken as a refusal to accept the delivery. Where redelivery is required because of refusal to accept delivery, you may be required to pay any associated fees for redelivery.

Upon delivery, you must inspect and test your goods and check that the goods delivered match your order. If there is obvious damage to the goods due to transit, you must contact us as soon as practicable on 03 5284 0222 or email us at sales@rappaustralia.com.au.

If the goods are not as ordered, you may return the goods to us in accordance with the returns policy. If parts of goods are missing, contact RAPP Australia Pty Ltd and return the order in accordance with the Returns Policy.

We reserve the right to change, delay, restrict, suspend or discontinue all or any goods and delivery at any time without prior notice for any reason whatsoever.

Redelivery, Missed Delivery or Refusal of Goods

Where delivery cannot take place due to insufficient identification, or if there is no one available at the delivery address to accept delivery, or there is limited access to the delivery address or it is unsafe or impractical to make delivery, a calling card will be left in your letterbox informing you about the incomplete delivery and where to pick your parcels up from a local office. It is your responsibility to follow the instructions stated on the calling card.

Parcels will usually be available for pick up at your local office for 7-10 days unless you are informed otherwise (days may variety due to your local office storage constraints).

Where you do not collect your goods from the local office within 7-10 days of a failed delivery, you must call RAPP Australia Pty Ltd or contact us via our website address for further information with respect to claiming your order.

If goods are required to be redelivered, because access issues, refusal to sign, or limitations for making delivery, you may be required to pay any associated fees for redelivery. Any returns due to you changing your mind about your purchase will also attract associated fees including a redelivery fee.

Time of Delivery and Delivery Delays

RAPP Australia Pty Ltd will take all reasonable commercial endeavours to ensure that the goods ordered are delivered on the agreed date for delivery set out in the order.

Where there is a schedule of times for delivery referred to in the order then RAPP Australia Pty Ltd will take all reasonable commercial endeavours to ensure that the goods are delivered on the agreed scheduled dates for delivery.

If RAPP Australia Pty Ltd is unable to deliver the goods to the customer by the date or dates of delivery set out in the order, then RAPP Australia Pty Ltd will promptly notify the customer to that effect with estimate of the revised time for the delivery of the goods ordered.

Provided RAPP Australia Pty Ltd has used all reasonable commercial endeavours to deliver the goods to the customer in accordance with the date or dates for delivery in the order, RAPP Australia Pty Ltd will not be liable to the customer for any delay in delivery of the goods or any part thereof.

From time to time, RAPP Australia Pty Ltd may not be able to achieve the delivery periods. You acknowledge and agree that notwithstanding anything else in the terms and conditions:

  • RAPP Australia Pty Ltd cannot guarantee that delivery will occur in the delivery time frames;
  • Delivery time frames may change from time to time due to unforeseen circumstances; and
  • RAPP Australia Pty Ltd is not liable with respect to any loss, damage, cost, expense or injury you or any third party suffers as a result of a change in delivery times or a delay in delivery.

The customer acknowledges that RAPP Australia Pty Ltd maybe dependent upon various supplies of materials and components from third parties in order to be able to deliver the goods to the customer by the agreed date or dates for delivery. Any delay in the manufacture of the goods ordered caused by any shortage or unavailability of material or components may give rise to a delay in delivery and the customer acknowledges and agrees that in such circumstance RAPP Australia Pty Ltd will not thereby be in breach of its delivery obligations.

During special events (example: Christmas), orders may experience delivery delays. RAPP Australia Pty Ltd will contact you if there will be significant delivery delay.

RAPP Australia Pty Ltd reserves the right to invoice the customer and receive payment for the goods even though delivery has not occurred through the customer’s failure to take delivery of the goods ordered.

If the customer fails to pay for the goods ordered then RAPP Australia Pty Ltd may sue the customer for the price as a debt immediately due and owing to RAPP Australia Pty Ltd by the customer even though delivery has been suspended because of the customer’s failure to pay the price when due.

Assembly of Goods

Some big and bulky goods may require assembly. The delivery representatives are not required to unpack, assemble or construct items as part of the delivery service. Assembly of the good is at your expense.

Special Delivery

Special Delivery means goods that require special delivery such as spineboards and big and bulky items such as large orders.

Delivery by Instalments

RAPP Australia Pty Ltd reserves the right to deliver the goods in whole or in instalments, as well as to deliver prior to the date for delivery and, in such event, the customer must not refuse to take delivery of the goods.

We cannot guarantee that orders that are split will be delivered on the same day.

Any failure on the part of RAPP Australia Pty Ltd to deliver instalments within any specified time does not entitle you to you to terminate any agreement with us.

Missing Goods

If goods are missing from your order, call RAPP Australia Pty Ltd and return the order in accordance with the Returns Policy. You must let us know about any damaged, missing and incorrect goods as soon as possible.

Goods Damaged in Transfer

If the good(s) have been damaged in transfer, please inform RAPP Australia Pty Ltd immediately and provide pictures if possible.

If you have received faulty or damaged goods, please contact us via the "Contact Us" of the website and we will arrange the return from you, as well as a full refund of the goods.

Subject to our acceptance of the existence of any fault in relation to any item, we will credit your method of payment, including shipping costs for delivery, restocking fee and, if applicable, return of the faulty item.

Delivery Risk and Insurance

The goods are entirely at the risk of the customer from the moment of delivery to the customer’s point of delivery or on collection, even though title in the goods has not passed to the customer at that time.

The customer must, at its own expense, maintain the goods and insure them for the benefit of RAPP Australia Pty Ltd against theft, breakdown, fire, water and other risks as from the moment of delivery to the customer and until title in the goods has passed to the customer.

Cleaning the NEANN Medical Bags and Kits

The information contained in NEANN’s ‘Guidelines for Cleaning the NEANN Medical Kit Range’ document is only a guideline for Cleaning NEANN Medical Kit’s and maybe out of date. If unsure please contact RAPP Australia Pty Ltd on 03 5284 0222.

Failure to clean any NEANN Medical Bags or Kits as per RAPP Australia Pty Ltd guidelines will avoid warranty and may damage the material.

Warranty, Services and Repairs

The information contained in NEANN’s ‘Guidelines for Cleaning the NEANN Medical Kit Range’ document is only a guideline for Cleaning NEANN Medical Kit’s and maybe out of date. If unsure please contact RAPP Australia Pty Ltd on 03 5284 0222.

Failure to clean any NEANN Medical Bags or Kits as per RAPP Australia Pty Ltd guidelines will avoid warranty and may damage the material.

Failure to abide by these guidelines outlined below or on our ‘A Guideline to Warranty, Services and Repairs’ document as per RAPP Australia Pty Ltd terms and conditions will avoid warranty, servicing or repairing of any product.

Other information provided to you for your product may differ from this document. If such a case does happen, contact RAPP Australia Pty Ltd on 03 5284 0222.

The information contained below is only a guideline for Warranties, Servicing and Repair’s and maybe out of date. If unsure please contact RAPP Australia on 03 5284 0222.

Warranty

Rapp Australia Pty Ltd Warrants all products supplied to be free from defect. Should this not be the case we will replace or repair the item (at our option).

We only make exceptions with this rule when the good appears to be not-as-described on a case-by-case basis at our sole discretion. The deadline for any refund claim is two weeks after the delivery date or at our discretion. The refund is issued to you after we receive a Waiver of Copyright signed by you. This is a required condition.

To find out more information, please contact us at sales@rappaustralia.com.au or alternately on 03 5284 0222.

NEANN Medical Kits

To lengthen the life of the kits and prevent premature wear and tear which is not covered under warranty, the following standards of care are strongly recommended:

  • All kits should be stored in appropriately designed storage compartments,
  • Kits with plastic base runners should be stored on the runners,
  • Kits should be stored out of direct sun light and
  • Follow instructions outlined in ‘Guidelines for Cleaning the NEANN Medical Kit Range’ document.

If you have a product that is under warranty, which requires fixing, replacing, etc, please contact:

RAPP Australia Pty Ltd
03 5284 0222
sales@rappaustralia.com.au

Services

  • Rapp Australia Pty Ltd operates a complete service and preventative maintenance department.
  • We can provide this facility for both goods purchased from us and elsewhere (subject to limitation).
  • We can provide scheduled services.
  • We can provide exchange units (for equipment we supply only) whilst the device is offline or at our workshop and
  • We have 4 levels of service contracts available. Please contact us for the details.

The services we supply vary in costs. If you have a product you would like serviced, please contact:

RAPP Australia Pty Ltd
03 5284 0222
sales@rappaustralia.com.au

Repairs

  • We carry a wide range of parts for all of the products we stock.
  • We provide a rapid response service.
  • We can send replacement units for most products (for equipment we supply) to be onsite around Australia within 48 hours*.

*This can occur additional costs. Limited to destinations where normal freight services exist. This option is not included on public holidays.

The repairs we offer vary in costs. If you have a product you would like repaired, please contact:

RAPP Australia Pty Ltd
03 5284 0222
sales@rappaustralia.com.au

Video Hosting, Content and Links

RAPP Australia Pty Ltd websites: www.rappaustralia.com.au, www.neann.com.au and www.firelogistics.com.au doesn’t host any of the video(s) and video content shown/within its own website/server, including any links we add to our sites that re-direct you to video(s) and video content(s) which are uploaded by the popular online video hosting sites like Youtube.com, Vimeo.com, and other popular video hosts either directly or by an embed code.

RAPP Australia cannot be held liable for any video content uploaded by members of 3rd parties’ websites.

We urge all copyright owners, to recognise that the links contained within this site are located somewhere else on the web. If you have any legal issues please contact appropriate media file owners or host. All trademarks, trade names, service marks, images, copyrighted work, logos, etc referenced herein belong to their respective owners/companies.

If a video is violating copyright and you want us to remove that video, its content or have any query regarding such video please do not hesitate to contact us at sales@rappaustralia.com.au or alternately on (03) 5284 0222.

Effective Date

The Privacy Policy and Terms and Conditions outlined above was last modified on 28th February, 2014.

Your Concerns

At NEANN we value your concerns. If you have any concerns about goods, products, materials, accessories, kits or bags, which appear on our site or our terms and conditions, please contact sales@rappaustralia.com.au or alternately on 03 5284 0222.

Thank you for visiting our site.