Our Return Policy
It pays to understand our return policy for a seem-less experience.
1. Faulty Returns & Repairs
If you have received a faulty item or have an item that needs repair, please follow the return process mentioned below in point 3.
Once we receive your item, we will inspect it and forward it to the manufacturer. The manufacturer will either repair the item or replace the item. While we aim to process your refund within 2 working days, but some cases require manufacturer approval, in which case we will keep you updated. Our commitment to your satisfaction is unwavering, and we will do our best to resolve the issue promptly.
Please allow approximately two weeks to process faulty returns.
2. Returns & Repairs – Terms & Conditions
Our returns department operates Monday to Friday, 9 am to 3 pm. Returns are inspected and processed within 48 hours of receipt.
- We do not accept COD deliveries.
- Boxed goods must be returned in original, unmarked packaging and in good condition.
- Please do not attach anything to the outside of the original packaging other than the courier label.
- Returns that arrive in unsatisfactory condition may not be eligible for an exchange or refund.
- A restocking fee may apply.
- Freight fees for incorrectly ordered items are non-refundable.
If you have further questions, please get in touch with our customer service team:
Email: [email protected]
Phone: (09) 2744515
We’re here to help you every step of the way!
3. How to return your items
If you need to return an item, follow these steps:
- COMPLETE THE RETURN FORM: Complete the Warranty & Returns Form below ↓.
- PACK YOUR ITEMS: Securely pack all items, along with your invoice, in a sturdy box or use the original packaging. We recommend using the original packaging as that will ensure they are properly protected. If you are using other non-original packaging, you do so at your own risk. Damaged packaging & returns will not be accepted
- LABEL THE PACKAGE: Rapallo, 11A Allens Road, East Tamaki, Auckland 2013, Attn: Service.
- SHIP THE PACKAGE: You can visit your local Post Office to send the package to the labelled address. We recommend using insured registered post, as Rapallo is not responsible for lost return parcels.
- REVIEW: When we get your return, we will review and process it within 48 hours and provide feedback on the next steps.
NOTE: Rapallo will cover the cost of shipping the replacement product to you*. However, you must cover the return shipping costs to our East Tamaki, Auckland location.
4. Returns & Repairs – FAQ’s
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. The information below will 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.
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.
We’ll replace the product free of charge with the correct item. You will be provided with the appropriate return ticket/satchel to send the incorrect item back to us. Please don’t open it
Most replacements (when approved) are completed in 3-5 days after we receive and process your return.
You 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 may offer a replacement. The courier in question will collect the parcel and return to Rapallo, once verified your replacement will be processed.
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.
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 up to 20%. 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.
Rapallo is not liable for any refund or replacement of products that were damaged during the installation. If any damage occurs to the product where changes to the original installation are made, again Rapallo will not replace or refund the goods.
Our Return Policy is 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.
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.
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. For most of our HDMI electronic products, warranty is 1 year. For most of the amplifiers it is 2 years. Please contact us if you have questions.
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.
You may return most new, unopened items sold and fulfilled by Rapallo within 30 days of delivery. A 20% restocking fee may apply and refunds are only processed as store credit. To discuss this, please contact us first via 092744515 or via [email protected].
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.
