RETURNS POLICY

1. ABOUT THIS RETURNS POLICY

This is the RIEDEL Returns Policy and applies when you make a purchase online from https://www.riedel.com/en-au. The benefits provided by RSN Australia Pty Limited ("we," "our," or "RIEDEL") under this Returns Policy for products are in addition to and do not restrict or exclude, any rights you may have as a consumer under applicable law, including the Australian Consumer Law. 

In accordance with the Australian Consumer Law, we have published below prescribed wording in relation to the rights that consumers may have under the Australian Consumer Law. To the maximum extent permitted by law, the publication of the wording below is not intended to expand any rights under the Australian Consumer Law that you would not otherwise have: 

“Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.”

2. INSPECTION ON ARRIVAL AND TIME PERIOD FOR CLAIMS

Our goods are premium glassware products and, by their nature, are breakable. As a result, you must open and fully inspect the goods on their arrival, and contact us within seven (7) business days of receipt of the products in order for us to validate any returns claim under this Returns Policy. We are not required to accept returns claims under this Returns Policy (which provides additional rights to those available at law) where they are made outside this timeframe. This timeframe does not, however, limit your rights under the Australian Consumer law, including in relation to product defects that may subsequently arise.

3. Damaged or faulty items

If your order arrives and the products are damaged or faulty on arrival, please contact our customer service team at webshopaus@riedel.com, reply to your order confirmation email, or call +61 2 9966 0033 (Monday - Friday, 9 am – 5.30 pm AEST).  

You will be required to send us the order number, order date, the best way to contact you and an image of the products, or we may request that you assist us in collecting the products in order to substantiate your claim. After reviewing your claim, we will contact you about issuing a refund or replacement.

4. ERRORS IN DELIVERY

If your order arrives and you are missing any products or you received something other than what you ordered, please contact our customer service team at webshopaus@riedel.com, reply to your order confirmation email, or call +61 2 9966 0033 (Monday - Friday, 9 am – 5.30 pm AEST), and we will be happy to correct your order.

You will be required to send us the order number, order date, the best way to contact you and an image of the products, or we may request that you assist us to collect the products in order to substantiate your claim before we take any further action.

5. Change of mind

If you should change your mind about your purchase and wish to return it, please contact our customer service team on webshopaus@riedel.com, reply to your order confirmation email, or call us on +61 2 9966 0033 (Monday – Friday, 9 am – 5.30 pm AEST). 

No items may be returned for your change of mind without our prior agreement.

6. Return procedure

For products ordered on this website, we may require or accept the return of products in order to honour a claim under this returns policy. Where this is the case, you must do so in accordance with the following return procedure:

  • The products must be returned unused, in the condition they were delivered in, with no stickers, labels or writing on the box/s. Stock must be returned in an outer shipping carton with protective foam packaging. 
  • The products must be returned to us at RSN Australia, 201/32 Walker Street, North Sydney, NSW 2060 and received by us within 30 days of the date of purchase. 
  • The merchandise return label must be completed as instructed and affixed to the shipping box.
  • Where we require or accept a return of damaged or faulty products or products delivered in error, we will organise for the products to be collected from you at our cost.  You must make the products available for collection at the time and location agreed.  In all other cases, all packages must be returned prepaid at your own cost, and the tracking number emailed to customer service.  

It is not possible to return several orders in one package. If you wish to return separate orders, you must return the orders in separate packages and follow the above return procedure for each order. 

You should expect to receive your refund within four weeks of receipt; however, in most cases, you will receive a refund more quickly. This time period includes the transit time for us to receive your return (5 to 14 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes our and your bank to process our refund request (5 to 10 business days).

If your order is completely cancelled, the original shipping costs that were paid will also be refunded. 

If the products returned are not in fully resaleable condition or the packaging is damaged, we reserve the right to refuse a refund on the products, or to deduct a percentage of the original selling price from the refund amount.  This does not apply if the products are damaged or faulty and we have required their return to us.

Refunds will always be made on the basis of the invoice issued for your purchase. If the price of a product has changed since you ordered the product, this will not affect your refund. 

If you have queries about your refund, such as whether we have received your returned items or an incorrect refund amount, please contact our customer service team by email at webshopaus@riedel.com.

Please note that this policy applies only to items purchased on https://www.riedel.com/en-au. We will not accept returns for products purchased on third-party websites or any retail store.

7. Exchanges

If you would like to exchange an item for a different one, please return the original item as described in sections 5 and 6 above and place another order for the item you wish to purchase. You will be refunded your original purchase price once we receive the item. You do not have to wait for us to receive the original item before placing the new order.

8. Contact us

If you have any questions or concerns relating to your order, there are a number of ways in which you can contact RIEDEL:

Our business hours are Monday - Friday, 9.00 am - 5.30 pm AEST.

2. INSPECTION ON ARRIVAL AND TIME PERIOD FOR CLAIMS

Our goods are premium glassware products and, by their nature, are breakable. As a result, you must open and fully inspect the goods on their arrival, and contact us within seven (7) business days of receipt of the products in order for us to validate any returns claim under this Returns Policy.  We are not required to accept returns claims under this Returns Policy (which provides additional rights to those available at law) where they are made outside this timeframe.  This timeframe does not, however, limit your rights under the Australian Consumer law, including in relation to product defects that may subsequently arise.