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Return policy

 

Click here to go to the Returns Form page

99.9% of Rapallo's orders are dispatched without a hitch, but occasionally from time to time something may go wrong and a return might be in order. This page may help you decide what might be considered a return. A refund or return is solely at the discretion of Rapallo. All shipping costs are non-fundable.

When will I get my replacement / refund?
Most refunds or replacements (when approved) are completed in 3-5 days after we receive and process your return.

The product I received is not what I ordered
We’ll replace the product free of charge with the correct item. You will be provided with the appropriate return ticket/satchel.

The product I ordered was damaged in transit
The customer must refuse parcels delivered in a damaged condition. Once you sign for it, the courier company will not accept liability for items damaged in transit. If any of your order was damaged in transit after leaving our warehouse we offer a replacement or refund. The courier in question will collect the parcel and return to Rapallo, once verified your return/refund will be processed.

The product I ordered arrived faulty or does not seem to work correctly
Contact us immediately as the problem may be simply resolved over the phone or by email. If the problem cannot be resolved, Rapallo will require the item back for bench testing. If the product proves to be faulty the item will be repaired or replaced. A refund maybe offered in some circumstances.

The product I ordered didn’t work as intended or is incompatible with my equipment
Rapallo is not obliged to refund orders due to incompatibility issues, incorrect installation, or where a product was incorrectly selected. In cases where we agree to the return of a product, the Customer will be credited store credit at invoice value less any freight content and potentially a re-stocking fee of 15%. If a store credit refund has been agreed upon the product must be complete with all original contents, manuals and packaging for a refund to apply.

The product I ordered did not arrive
After your order left our warehouse you would have received an email with tracking details, please click on the link provided to find the whereabouts. If you have not received that email please check your spam folder. If the tracking on your order states that the parcel was delivered but you are unable to find it, we will open a case file with the courier company involved on your behalf. Regrettably Rapallo or the courier company cannot refund or replace items that have been lost, damaged, or stolen after being signed for or delivered to your address.

The product I ordered was damaged during installation
Rapallo is not liable for any refund or replacement of products that were damaged during the installation. If any damage occurs the product where changes to the original installation are made, again Rapallo will not replace or refund the goods.

Can I exchange my product for a different product?
Yes if it is un-used and still sealed in its original packaging and returned within 30 days. If you want to exchange for a different item, you will need to return the item and place a new order.

I've had my item for a while, but it no longer works as described
We will assist where possible with the repair or replacement of faulty products we sell. Rapallo is fully committed to protecting your rights under the Consumer Guarantees Act. If you have any questions please contact us.

Who pays for the return?
Any product that’s agreed to be returned must be adequately packed and dispatched freight prepaid by the purchaser. Rapallo pays the return freight for any repair or replacement. Rapallo does not pay return freight for any product returned that’s tested by Rapallo and proven non-faulty.

What can I return?
You may return most new, unopened items sold and fulfilled by Rapallo within 30 days of delivery. A 15% restocking fee may apply and refunds are only processed as store credit.

I have opened the product and used it will you still take it back?
We will not refund or accept any product that has been opened or used in such a way that it cannot be sold as new. In these situations its best to resell the item on Trademe or similar as we can’t sell used products.

Rapallo is not liable for packages that are lost in transit. It is highly recommended that you use a traceable shipping service when you send back your merchandise.