Cancelling, Returning or Exchanging an Order(s)
Cancelling an 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.
After receiving the good, you have 30 days to contact RAPP Australia Pty Ltd via the “Contact Us” section or alternately on 03 5284 0901 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.