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Refund policy

Returns Policy

All returns must be authorized by following the "Returns Procedure." Authorized returns will result in a replacement product or refund.

We offer a return policy on products that are:

  • Damaged in Transit
  • Incorrectly Shipped
  • Faulty

This Returns Policy does not exclude, nor does it claim to exclude, any rights or remedies you may have under Australian Consumer Law (ACL) or any other applicable legislation that cannot be excluded by agreement. This policy should be read in conjunction with the Terms and Conditions of Sale.

RAPTEC AUSTRALIA PTY LTD may revise any part of this Returns Policy at any time without notice. Please review all return policies before making your purchase. Shipping charges may apply and are non-refundable unless otherwise stated in this Returns Policy.

If you have questions, contact Customer Service at admin@raptec.com.au.

Returns Procedure

To return goods, provide the following information:

  • Name and contact details of original purchaser
  • Proof of purchase
  • Customer/shipping reference number
  • Name of product to be returned
  • Date on packing slip or invoice (this information is included on the original packing slip or invoice)
  • The reason for return, including a detailed description of any faults

Ensure all products are suitably packaged to prevent damage during return shipping. RAPTEC AUSTRALIA PTY LTD recommends using a trackable return method. RAPTEC AUSTRALIA PTY LTD is not responsible for loss or damage during the return process, except where we have organized the return.

Send the product to:

Key Sun Laboratories,
1/11-17 Wilmette Place,
Mona Vale NSW 2103,
AUSTRALIA

For products damaged in transit or incorrectly shipped, RAPTEC AUSTRALIA PTY LTD will arrange the return.

Damaged In Transit Product

If you receive a product that appears to have been damaged in transit:

  • Refuse delivery
  • Direct the courier to "Return goods to sender"
  • Notify Customer Service immediately

If you notice damage after accepting delivery, notify Customer Service via email at admin@raptec.com.au with your name, contact number, order number, and a photo of the damage within 7 days of receipt. If the product is not determined to be damaged in transit, you can choose to have it returned to you at your cost. For products determined to be damaged in transit, a refund will be issued for the purchase price and initial freight costs.

Incorrectly Shipped Product

If you receive a product that is different from the one ordered, notify Customer Service immediately by email at admin@raptec.com.au with details of the error, your contact details, and a copy of your original order. RAPTEC AUSTRALIA PTY LTD accepts no responsibility for incorrectly ordered items.

For all incorrectly shipped products, a replacement product will be shipped. If a replacement is unavailable, a refund will be issued for the purchase price and initial freight costs upon receipt of the returned product.

Faulty Product

A product is considered faulty if it:

  • Has physical defects, is damaged, or incomplete
  • Poses safety risks to the user
  • Is significantly different from the description

If your product is faulty or develops a fault due to defective manufacture or design, you may return it. Wilful damage, misuse, unauthorized repair, or tampering may prevent return acceptance. Note that product lifespan varies with usage frequency.

Non-Returnable Items

We do not accept returns for:

  • Change of mind (unless otherwise stated)
  • Products damaged due to misuse, wilful damage, unauthorized repair, or tampering

Processing Refunds

Refunds are typically issued within 7 days of receiving returned goods in accordance with this Returns Policy. If no fault is found, the item may be returned to you at your cost.