Effective Date: 01 January 2025
At RALM Shop, we are committed to providing high-quality products and exceptional service. However, we understand that occasionally, you may need to return or exchange an item. This Returns Policy outlines the terms and conditions for returns, exchanges, and refunds to ensure a smooth and transparent process.
1. Eligibility for Returns
Non-Customised Products
- Items must be returned within 7 days of receipt.
- Products must be in their original condition, unused, and in the original packaging.
- Proof of purchase (receipt or invoice) is required for all returns.
Customised Products
- Customised items, such as personalised hardware configurations or made-to-order products, are non-refundable unless defective or damaged upon delivery.
Sale Items
- Items purchased on sale or promotion are non-refundable and cannot be exchanged.
2. Return Process
- Initiating a Return:
- Contact our customer support team at [Insert Email Address] or [Insert Phone Number] to request a return authorisation.
- Provide your order number and details of the item(s) you wish to return.
- Shipping the Return:
- Pack the item securely to prevent damage during transit.
- Send the package to [Insert Return Address]. We recommend using a trackable shipping service as we are not responsible for items lost during return transit.
- Inspection and Processing:
- Once received, we will inspect the item(s) to confirm eligibility.
- Refunds, if approved, will be processed within 10 business days to your original payment method.
3. Exchanges
- Defective or Damaged Items:
- If you receive a defective or damaged product, please contact us within 48 hours of receipt to arrange a replacement.
- Provide photographic evidence of the damage or defect for verification.
- Product Exchange:
- Exchanges are subject to stock availability.
- Items eligible for exchange must meet the same criteria as outlined in the return eligibility section.
4. Non-Returnable Items
- Software, licenses, or digital products once delivered.
- Opened consumables, such as printer ink, batteries, or storage media.
- Items marked as final sale or clearance.
5. Shipping Costs
- Return shipping costs are the responsibility of the customer unless the return is due to an error on our part (e.g., incorrect or defective items).
- For exchanges, we will cover the shipping cost of the replacement item.
6. Refund Policy
- Refunds are issued only for eligible items and will be credited to your original payment method.
- Shipping charges are non-refundable unless the return is due to an error by RALM Shop.
- If your refund is delayed, please contact your bank or payment provider as processing times may vary.
7. Contact Information
For any questions or assistance regarding returns, please reach out to:
- Email: returns@ralm.tech
- Phone: +27 11 440 7310
- Operating Hours: Monday to Friday, 8:00 AM to 6:00 PM
Thank you for shopping with RALM Shop. We value your business and strive to ensure your satisfaction with every purchase.