Order Confirmation

Handling Charges

Regular Shipping (AU Only)

Express (Next Day) Shipping (AU Only)

International Shipping

Your packages may be subject to the customs fees and import duties of the country to which you have your order shipped.  Customs, Duties, Brokerage Fees, Taxes and other fees associated with importing products for international orders will be the sole responsibility of the customer. Please note we do not have any control over the fees charged to you. Any customs or duty charges are always the responsibility of the recipient.

Understanding The Rihac Returns Policy

At Rihac we are committed to providing our customers with the best products and service. This policy details how to return a product to Rihac.

If you have any questions, please speak to a Customer Service representative by phoning (03) 9326 1644 or 1655 or emailing info@rihac.com.au.

Damaged or Incorrectly Shipped Products

If your product is damaged in transit or incorrectly shipped, contact our Customer Service staff. To expedite your return, we recommend that these products be returned to us within 14 days of purchase. You will be issued with a Return Authorisation Number, in accordance with our Returns Policy. We will not accept any goods for return which do not have a Return Authorisation Number. Each Return Authorisation Number is only valid for one product and must match the product authorised for return. The Return Authorisation Number is valid for 7 days, so we must receive the returned product into our warehouse within this period.

You will need the following information, most of which will be on your packing slip or invoice before we can issue a Return Authorisation Number:

• Name and contact details of original purchaser

• Invoice number or order number

• Product to be returned

• Date on packing slip or invoice

• Whether the product box has been opened

• Reason for return

You will need to package and address the product for return. We will only arrange to collect goods that are damaged in transit or incorrectly shipped. You will need to keep a copy of the consignment note as proof that the product has been picked up from you, otherwise we may only be able to offer you a replacement product, not a refund.

We will test all products returned this way within 7 working days of receipt into our warehouse.

If we determine that the product is defective, we will issue a credit for the original purchase price of the product and associated freight costs.

If you receive a product that is damaged in transit from us to you, you should:

• refuse to accept delivery of the product,

• direct the courier to "Return goods to sender" and

• notify our Customer Service staff immediately.

If you have already accepted delivery, and then notice that the product appears to have been damaged in transit, you should notify our Customer Service staff immediately.

If your product is in full working condition or any defects or damage were caused after you took receipt of the product, it will be returned to you and you will be invoiced a processing fee and any freight costs associated with the return. These invoiced amounts will be payable within 30 days of receipt of invoice.

If we decide that the product is defective, we will issue a credit for the original purchase price of the product and associated freight costs.

If you receive a product that is incorrectly shipped (different to the one you ordered), we will arrange for the product to be collected from you.

If we find that the product was shipped correctly (for example, where you have ordered the wrong product by mistake), it will be returned to you and you will be invoiced a processing fee and any freight costs associated with the return. These invoiced amounts will be payable within 30 days of receipt of invoice.

If the product was incorrectly shipped, we will issue a credit for the original purchase price of the product and associated freight costs.

Faulty Products

For all other returned products you will also need a Return Authorisation Number. Contact us to receive your Return Authorisation Number.

You must make sure that the returned product is suitably packaged in order to prevent damage during return shipping. We will not accept responsibility for goods, which are damaged whilst in transit back to us. Do not write on or attach labels to the product being returned, otherwise the return may not be accepted.

Write the Return Authorisation Number on the outside of the shipping carton so it is clearly visible, and address it to the following address:

Rihac Digital Solutions
157 Union Road
Ascot Vale, Victoria 3032

A copy of the original packing slip or invoice, or other proof of purchase, must be included with the returned product. If such proof of purchase is not provided, we may only be able to offer a replacement product, and not a refund.

You are responsible for all costs associated with return of the product to us and we will not pay or reimburse any associated costs. We recommend that products returned by post be sent by registered or certified mail. We accept no responsibility for loss or damage occurring in transit. If a product is not returnable under this policy and/or is not returned to us in the original unopened packaging, it may be returned to you at your cost.

If the fault could not have been detected at purchase, and is not due to wear and tear or misuse, we will offer you a repair, replacement or refund, as appropriate.

If the fault does not fit the above criteria then we will provide you with a quote for the repair costs and ask if you wish to proceed with the repair. If you decide not to proceed with the repair you may incur an inspection fee of $25.

Once repaired we will arrange return delivery of the product to you. For products where the fault does not fit the above criteria and is not covered by the our warranty we will require payment of service charges and any costs associated with processing of the return prior to returning the product to you.

Unopened Product

We offer a 14-day return policy for product in its original, unopened and undamaged packaging.

You must contact our Customer Service staff within 14 days of shipping of the product to return a product in this way.

You will be issued with a Return Authorisation Number. You will need to package and address the product for return. We will not pay nor reimburse any costs associated with a customer-initiated return of unopened product.

For products in their original, unopened and undamaged packaging, a credit will be issued for the original purchase price of the product less any associated freight costs.

Opened Product

We will not accept any opened product for return unless the product is returnable under this policy or other contract or law.

Examples of opened products which we accept for return are:

• dead on arrival, damaged in transit or incorrectly shipped product

• product which develops a fault due to a cause occurring prior to purchase

• product of unmerchantable quality

• product that fails to perform as advertised

Processing Credits / Refunds

We will normally issue a credit note within 7 working days of us receiving the goods returned in accordance with this policy, with the exception of goods that are not obviously faulty and may require testing. The credit note which is issued can then be used as a payment against future purchases or converted to a refund.

Where a product is returned because you believe it is faulty and the fault cannot be observed by our internal testing, the product may need to be tested by the manufacturer. In such cases, the testing process may result in delays of up to 28 days before we can determine whether a credit note will be issued.

We will only issue refunds on request. For your security, all refunds will be made either by cash, cheque, or by applying a credit against the credit card used for the original purchase. The actual method of refund will depend upon the payment method used for the original purchase.

In some circumstances, a replacement product or repair will be offered instead of a full refund. We will consult with you and act in accordance with relevant warranties, other contracts and statutes. If we choose to have a product replaced or repaired, we will do this at our cost and return the product (or its replacement) to you promptly.