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.
Failure to follow the returns process will result in our right to refuse your good(s) being returned and we have the right to charge you for any returned freight as well as an administration fee.
After checking your return request, we will send you a confirmation email. In this email, we will provide you with a Customer Goods Return Form which will need to be filled out and returned along with your good(s). On this form there will be a unique reference number for you to quote if you require a follow up on your good(s).
All authorised returns must be sent to us at our address supplied to you on the Goods Return Form with freight prepaid by you (this fee, if applicable, maybe credited back to you at a later date) and will be subject to a restocking fee and administration fee.
If the freight on authorised returns has not been prepaid by you, we reserve the right to refuse the return or the right to pay the freight, and charge you for the freight and an administration fee.
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.
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. Subject to RAPP Australia Pty Ltd’s discretion. For example, bags or kits may not be refunded if they have been worn, or if sewing tags have been removed.
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 we are able to offer an exchange there can be a delay and additional costs may 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.
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. Please refer to our Refund Policy for more information.
Examples of Return Good(s)
Examples of conditions under which we would accept return goods (subject to RAPP Australia’s discretion) 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 the customers 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.
Different Types of Returns:
Withdrawn or Suspended Order
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 endeavors to refund any money paid to us in respect of that good within ten (10) Business Days.
Order Affected by Website Error
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 fulfill the remainder of your Order in accordance with these Terms and Conditions. If you are not satisfied with the partial fulfillment of your Order, you can return your Order to us in accordance with the Returns Policy Process above.
Returning Good(s) Incorrectly Ordered by User – Cancelling, Returning or Exchanging an Order(s)
If you have mistakenly ordered the incorrect good(s), would like to cancel, return or exchange your order, you will still be required to follow the Return’s Policy Process.
Every cancellation will be taken on a case-by-case situation and will incur restocking fees. No order may be cancelled, modified or deferred without the prior written consent by RAPP Australia Pty Ltd.
If such consent is given it is, RAPP Australia Pty Ltd will charge restocking fees being no less than 20% of the invoice price of the good(s).
Returning Damaged or Faulty Good(s)
If you have received faulty or damaged good(s), you will still be required to follow the Return’s Policy Process.
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.
Returning Good(s) Because of Missing Parts
If you have received good(s) that are missing parts, you will still be required to follow the Return’s Policy Process.
Returning Incorrect Good(s) Shipped by RAPP Australia
If you have received the incorrect good(s) shipped by RAPP Australia including wrong quantity or wrong product, you will still be required to follow the Return’s Policy Process.
We reserve the right to withdraw or suspend any good(s) displayed on the website and or in store 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(s).