ISSUES WITH YOUR ORDER.
We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied, please Contact Us within 7 days of receiving your order.
Refunds & Exchanges
Goods returned for refund, exchange or credit must be received within 14 business days from the date of receipt and are subject to the following criteria:
- 14 day Return Policy (7 days from receiving item please contact by this time if there are any issues)
- All goods returned must be in pristine, unopened condition with all seals intact.
- An extra handling fee may apply for returns not meeting the above condition.
- Used, damaged or soiled returns will not be accepted and will be charged at the customer’s expense.
- The customer will be responsible for all freight costs associated with returning goods for refund, credit or exchange.
- RANGERTELL accepts no responsibility for loss or damage caused during return transit.
- We reserve the right to apply a $50 restocking fee on all items returned and refunded
Note: Please order items carefully or ask for our advice in writing prior to making a purchase. Rangertell will not offer any refund or credit based on incorrect choice or for the unsuitability of any products purchased outside of these terms.
CAN I RETURN A FAULTY ITEM
If you believe an item is faulty, we may need to have the item assessed by our Customer Service Team to determine whether or not you are entitled to an exchange or refund.
If an item is found to be faulty then any return shipping fees related to a faulty or damaged item, will be covered by Rangertell, you may request a replacement product or a refund including the postage.
CAN I RETURN MY SALE ITEMS AND FREE TRIAL PRODUCTS FOR A REFUND OR EXCHANGE
Sale items and free trial promotional products are non-refundable or exchangeable unless discussions were arranged prior to sale.
I THINK I MAYBE HAVING A REACTION TO A PRODUCT, WHAT DO I DO?
Please discontinue use immediately, and please contact us by using the Contact Us form, include your order number, nature and reason of your return. You will receive a Returns Authorisation Code (RAC) and further instructions.
This may occur in the case of if you have a pace maker for example, but our products have been tested against these ailments and should be completely safe to use if you have one.
WHY WAS I SENT A DIFFERENT PRODUCT TO THE ITEM I ORIGINALLY CHOSE?
Rangertell Reserves the right to occasionally replace unavailable products with products of equal value in our collections, or free gifts. If you wish to return this replaced product for one of equal value you must pay for the Shipping & Handling to return the replacement product and receive the exchanged product.
We do this as products sometimes sell out so fast and we do not want to delay your order and it is actually quite rare that this actually happens, and it usually is only a single item and does not affect items other than free gifts!
TIME TO RETURN ITEMS
We allow 14 days for return of items after purchase.
CONDITION OF ITEMS RETURNED
If you would like a full refund for your items they must be returned in unused condition and with registered post with an Authorisation form completed and attached within the parcel, after you have contacted us to obtain the RAC number and form.
Any returns received without this form may be refused. No responsibility is taken whilst the parcels are in postal transit or are lost and not protected by postal insurance.
RETURNS AUTHORISATION FORMS
Please note used items that have been a free trial and are damaged as a result may not be returned for a refund.
A Return Authorisation Number must be obtained before any items are returned, unfortunately if you do not return items with an RAC number we cannot issue any refunds, nor can we take responsibility for any such unauthorised returns.
Please note if you have had a change of mind and wish to return any products all shipping charges are non-refundable.
Any products that are returned without having notified Rangertell, do not have a Returns Authority Code &/or do not comply with the products original condition, may be sent back to you at your expense. Rangertell will not refund or provide credit on any freight/delivery costs incurred by the customer.
You may elect to receive a store Credit Slip excluding the postage fees which you may use immediately or a full refund less the postage fees with any administration and restocking fees incurred.
TIMES OF REFUNDS/CREDIT SLIPS PROCESSING
Please allow 7 days for credit slips processing and up to 14 working days for credit card or paypal refunds processing from time of receipt of your returned goods.
We do not currently offer any exchange on goods.
I ORDERED THE WRONG ITEM
We advise if indeed you have ordered the incorrect item, please return it then we will issue a credit slip and you may purchase the correct one. Alternatively order the correct one on another order as you will receive it faster, and then return the incorrect one for a full refund.
Warranty Related Returns
RANGERTELL provides 3 months warranty coverage on all products sold, unless stated otherwise (excluding consumables). Whilst we aim to provide you with fast and efficient turnaround times for any faulty goods it is important to understand that we cannot always offer you an instant replacement, especially with older returns.
When this occurs you should be prepared for delays between 2-4 weeks whilst we deal with the manufacturer/supplier of the product parts in question.
If any self repairs are made by the customer without contacting us for consent or instructions, any warranty period is voided and all costs to repair will be at the expense of the customer.
I have received a faulty item from you, what should I do now?
Please send us an email outlining the issue you are having via our contact us page so that we can investigate further and arrange a replacement unit or further support information required for your product. In the event that we ask you to return the product to us it is important to follow the return packing instructions provided below.
I have received confirmation from you that my product needs to be returned – What now?
Package the item(s) for return: You will need to repack the product well enough for shipping and well enough to prevent further damage. We cannot be held responsible for any damage caused during any return transit due to inadequate protection. Any physical damage caused may also void any existing warranty coverage on the product.
What to include with the return: Along with the faulty goods please include a copy of your receipt (not the original) and a fault description with sufficient details to highlight any suspected faults. Please be sure to also include your personal contact information in case these details have changed since the time of your purchase.
Addressing and Labelling: Clearly mark your Online Order Number (e.g. #1303317256 our example) on the outside of the packaging along with our return delivery address (see below). This will ensure your return is handled by the correct department and will avoid possible delays. Failure to label the return correctly could result in the parcel not being accepted by our staff.
Please Note: We cannot accept any C.O.D. items. Sending goods back this way will result in delays caused by our refusal to accept delivery.
Order Cancellations & Refunds
Order cancellations are instantaneous via telephone providing contact is made with our online sales department. If making a cancellation request via email you must allow 48 hours (excluding non-working days i.e. weekends and public holidays) for the email to be processed and the order cancelled.
Goods already shipped before a cancellation request is processed (within 48 hours for email or before telephone advice) cannot be recalled/returned, you will have to ship the item back in original packaged condition at your own expense and only upon receiving package will the refund be processed.
Please note we do not accept liability for lost parcels, safeguard that the package is insured to guarantee its covered and any delivery/courier charges cannot be refunded.
Damaged & Improperly Packaged Goods
Goods arriving damaged will not be accepted and may not be issued a refund. Any large inadequately packaged goods may incur a re-packing fee charged prior to us returning the goods.
Please do not return goods to us C.O.D under any circumstances. Goods returned to us this way cannot and will not be accepted.
Freight Charges for Returns
All goods returned to us will be at your expense regardless of the fault or reason for their return. The only exception offered is where we have sent you an incorrect item. In these rare circumstances we can offer you a credit or refund to cover the costs associated with having to return the item(s).
This credit/refund will not exceed our standard shipping fee for the item(s) needing to be returned and can only be paid once the item(s) has been received by our staff. Any additional packaging, express postage costs etc will not be covered by Rangertell.
Items Sent from Rangertell
We will return any warranty/replacement goods to you at our cost providing a fault was found, this applies to all online orders only. This does not apply to warranties received outside of our 3 month warranty coverage, refer to our “Warranty Returns Outside of Rangertell Warranty” section for more information.
What to Return
Please return the complete product suspected of fault including any manuals, boxes or other accessories that may have been included with the product. If you are unsure of exactly what to return please contact us for assistance.
Can my Faulty Item(s) be Refunded after being Returned?
Most products returned for warranty will either be replaced by Rangertell, the manufacturer or the supplier, or be repaired at our discretion. Replacements offered by our suppliers are typically units that may or may not have been previously repaired and are deemed to be in similar physical condition to your original item.
Under normal circumstance these returned products will not be refunded unless there extenuating circumstances involved or unless we or our suppliers have agreed to offer you a credit.
You may lodge an inquiry via email to find out the current status of your warranty claim, this email should include your online order number.
Note: Please be sure to allow sufficient time for the warranty to be processed before making requests about your warranty status (refer to Warranty Related Returns for more information).
Warranty Returns Outside of Rangertell Warranty
Although Rangertell warrants goods sold (excluding consumables) for a period of 3 months. This service requires freight costs (both ways) and any other associated costs (factory testing, warranty rejection) to be paid in advance. A (minimum) $25.00 administration fee, shipping costs and replacement parts fee may also be charged for these types of manufacturer warranty claims.