This Purchase, Refund, Return and Repair Policy only applies to purchases made via ritello.au
Please choose carefully, as refunds are not normally provided where you have changed your mind, made a wrong selection or simply found the products cheaper elsewhere. We recommend you carefully preview any orders before adding them to your shopping cart and proceeding with your order.
Subject to the rest of this policy, if you are unsatisfied with your product purchase, you can contact us within 7 days of taking delivery and return the product. You will then receive a Store Credit for the purchase price of your product (excluding the initial delivery charges, as set out in your order confirmation email).
Products must be returned in their original packaging, along with all included accessories, and be in new condition suitable for resale and must not have been damaged when the product is in your possession, including up until we receive the products.
Any sealed products must not have the seal broken. We do not accept product returns of consumables once opened or used.
You must notify us via email at returns@ritello.com.au within 7 days of taking delivery of your product and request a return under this policy. If there is no proof of the delivery date, it will be assumed to be three business days from the date of product dispatch.
The product must be returned to us within 10 business days of your request to return your product.
You must return the product in your own cost and comply with the directions for returning the product that our staff provide to you. The product will remain your responsibility during transit until they are received at the address supplied by our staff. We do not accept any liability for any loss or damage which may occur during transit.
After receiving the returned product, we will issue a store credit as soon as is reasonably practicable, and you will be provided with an e-mail acknowledgement.
If any goods arrive damaged, please contact us as soon as possible, either via phone or email. After reviewing the claim, we will contact you to discuss the options available to resolve the issue. In most cases, we will either arrange for the return of the damaged product for replacement or refund — or a replacement part may be provided where the damage is minor.
Products returned for repair will be assessed and/or repaired within a reasonable time. You may be provided with an indicative repair time, which may vary due to reasons beyond ours or the repairer’s reasonable control, such as part availability and incorrect fault description.
You may be required to pay labour, assessment and/or freight fees, such as where goods are assessed to have been damaged by misuse or accident or where your rights under the Australian Consumer Law or any manufacturer’s warranty do not apply. We may also provide you with an indicative fee, which but may vary due to reasons beyond our control.
In an effort to protect our customers and avoid fraud, we will only ship orders to the credit or debit card billing address. We reserve the right to require the following as proof of identity from three forms of photo identification that include the name, photograph and signature of the cardholder. Valid forms of identification include a valid passport or driver’s licence. At least one proof of identification must include the same address as the one entered during the order process. Without two forms of identification and at least one of the forms showing the recipient’s address, we will be unable to process your order.
