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Free Delivery To Most Postcode
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Refund, Warranty & Return Policy

General:

  • We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Refund, Warranty & Return Policy ("Policy").
  • Any benefits set out in this Policy may apply in addition to consumer's rights under the Australian Consumer Law.
  • Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.

 Damaged in Transit or Faulty Products:

  • In the event that the product you ordered has been damaged during delivery-Please contact us immediately.
  • Send us an email with pictures/video of the received product clearly indicating the fault. If applicable, include the manual with the required part circled and inform us of the quantity. 
  • We assess each situation on a case-by-case basis and advise you whether we will send replacement parts, offer a full or partial refund, or replace the product. 
  • Please do not return the product to us unless instructed to do so. If we need the product returned, we will provide a return label. Any postage cost incurred by the customer for return postage will not be refunded if the return is not approved and the return label has not been provided.

 Missing or Damaged Parts under 12-month warranty:

  • In case a customer receives a product with a missing or damaged part, Please specify using the instruction manual and the quantity needed. Where applicable circle the part in the manual and send us its pictures.
  • Once we receive all the necessary details, we can issue the part to be dispatched at the earliest. We will send an email containing tracking information when it is available. 
  • Dispatch of spare parts from our warehouse can take up to 2-4 working days.
  • If no spare part is available at that time, we will provide an alternative solution in-line with the Australian Consumer Law. 

Delivery Delays:

In case of delivery delays, kindly note that we always need to lodge an enquiry with our courier partner for investigation. It can take up to 2-4 working days. If there is no update in the 2-4 working days, we will provide a resolution and inform you of a replacement or a refund. For delivery time frames, please visit the link below. 

PLEASE NOTE: Due to ongoing COVID restrictions in place in different states and unforeseen occurrence of natural disasters from time to time, delivery time frames can be affected. Your patience in such cases would be highly appreciated.

Returns and Refund:

Return and refund funds will always be returned to your original payment method

PLEASE NOTE: We cannot refund to a different PayPal account or credit card. 

Return to Sender (RTS):

If there are any address discrepancies with your order and the product is returned to us, a cost of RTS (if applicable) and re-delivery cost will occur for any products returned to us. Refund for RTS will be provided after item is received at our warehouse facility.

Change of Mind:

  • We do not accept change of mind for health, safety, or health/safety baby products. It is because we have a legal and moral responsibility to the health and safety of the customers using our products, and we are not allowed to be selling products that have been opened, handled, or used, etc.
  • The change of mind option does not apply to bulk purchases by pallet.
  • We only accept a change of mind (COM) within 14 days after the item is delivered. You MUST notify us of the COM within these 14 days. If not, change of mind could be rejected. 
  • Please send an email with the pictures or video, indicating the condition of the received product and the explanation on why the customers would like to return the product and if the item is eligible for return.
  • For change of mind, the product must be unopened and in its original packaging.
  • Please do not return the product to us without our prior consultation. In this case, the refund will not be provided.  
  • We prefer that returns due to a change of mind are done at the customer's arrangement.
  • If you have been provided with the return label, we shall refund the item price and the shipping fee MINUS return postage and a restocking fee of 10% of the item price and the shipping fee.
  • If you have not been provided with the return label, we shall refund the item price and the shipping fee MINUS a restocking fee of 10% of the item price and the shipping fee. 
  • If the customers change their mind before the item is received and require the action of Return to Sender (RTS), we shall refund the item price and the shipping fee MINUS a restocking fee of 10% of the item price and the shipping fee. Refunds for RTS will be provided after the item is received at our warehouse facility.
  • All items returned due to incorrect or incomplete delivery information will be treated as a change of mind return, including items returned to sender due to being unclaimed. 
  • Change of mind policy is not applicable for bulk purchases.

Recalls:

  •  In the event of a recall, we will advise of the procedure.

Warranty:
Rafhos generally offers a 12-month warranty on all products, unless stated in our listing. Some products will be provided with an extended warranty. Please refer to the product listing for the warranty period.

We do not cover warranty if damages that occur as a result of misuse of the product by the user or during delivery will not be covered by our warranty.

The warranty does not cover any accessories or bonus gifts. Accessories and bonus gifts, that would be noted in our listing, including (but limited to) battery, carry bag, etc.

Warranty Claims:

ALL Claims need to be sent to us via email. To prevent unnecessary claim delays, we ask that the following be included in the initial claim email:

  • Order Number
  • Manual with missing parts indicated (if applicable)
  • Images/Video clearly showing fault (if applicable)
  • Images/Video clearly showing goods in the original packaging (if applicable)

PLEASE NOTE: All images and videos must be attached to emails at an appropriate size, we are not able to make a clear assessment of image thumbnails.

Please do not dispose of items before contacting us. We may ask for items to return for inspection or further investigation. We will not provide credit/refund in cases where goods have been disposed of before submitting a claim to us.

Availability and price of products: Prices and availability of all products/goods are subject to change without notice. Errors will be amended as they are discovered and Rafhos reserves the right to revoke any offer, correct any error, omission or inaccuracy at any time (including after an order has been placed).