01. Undelivered parcels
Following the receipt of the package loss confirmation from our forwarder, depending on the type of goods, product availability and according to the customer’s wishes, we will contact the customer to offer him possible solutions, depending on our stocks: the product initially ordered or an exchange product with equivalent characteristics or a credit or a refund. This credit note is valid for 1 year from its date of issue.
Should the delivery to the customer not be possible (failure to schedule delivery, failure to collect packages after leaving a delivery note, etc.), the customer shall lose the shipping costs paid.
02. Transport damage
This relates to damaged packages, broken parcels, and missing or damaged products. The client shall make a claim on the signature document, ask for the signature of the delivery agent, and keep a copy of the document. In the event that the product is damaged, the customer must refuse to accept the parcel and write a damage claim on the delivery receipt to describe the exact condition of the damages (e.g. refused as packaging is opened or damaged, be precise about the damage).
This claim must be very precise. The words “subject to unpacking” does not constitute a claim and has NO LEGAL VALUE. It is essential to describe the exact condition of the packaging and/or product, and precisely describe the damage (e.g. sound of breakages, open parcel, damaged, torn or dented packaging, packaging caved in in the bottom right corner; product scratched and dented on the left-hand side; parcel refused as it is opened or damaged on delivery, etc.). The customer must confirm their claim with the forwarding agent via mail within 48 hours after delivery of the items at the latest and send a copy of the letter via email to [email protected], including the references on the delivery note.
Please note that the process of verifying the product condition is considered complete once the delivery receipt has been signed.
By signing the delivery receipt without specific reserves, and by accepting the products, the customer acknowledges receipt of the goods in entirely satisfactory condition.
Following the receipt and acceptance of the package by our services, depending on the type of goods, product availability and according to the customer’s wishes, we shall offer to reship the product originally ordered or a similar item.
03. DOA (Dead On Arrival), defective product
The customer must send a message from the contact form within 4 days from the receipt of the goods. This can be made from the contact form stating “I have a technical problem with the product”.
Confirmation that assistance will be provided shall be sent to the customer within 2-3 working days for standard replacement, subject to compliance with the conditions of return.
Products must be returned in their ORIGINAL PACKAGING, in perfect condition, together with all accessories and any instructions, as well as the form provided by customer services properly completed. Items returned incomplete, damaged, used or dirty will not be able to be exchanged, and shall be subject to repair work being charged that is not covered by the warranty.
The customer shall have 14 days to return the goods. After this time, the return will be not be possible.
Any unjustified return (unproven defects, adjustments, failures due to improper use) will be charged to the customer: repair work (at an hourly rate) as well as the return of the goods.
04. Cancellation and right of return
Private individual consumers are given a cancellation deadline of 14 days from the order delivery date to return the goods to the seller so that a replacement or refund can be made without penalty.
All articles are subject to replacement or refund within the legal deadline. However, software returns shall not be accepted once unsealed.
The date of receipt of the delivered product is definitive to assess the period of 14 days. Return costs shall be the borne by the customer. In the case of a multiple product order, the time shall begin from receipt of the last product delivered. Return costs shall be the borne by the customer.
In order to return your order, an email must be sent to [email protected]
Products must be returned in their ORIGINAL PACKAGING, in perfect condition, together with all accessories and any instructions, as well as the specifications provided by customer services properly completed. Items returned incomplete, damaged, used or dirty will not be able to be taken back and will be returned at the customer’s expense.
Product refunds shall be made in 14 days or less after the actual receipt of the package by us.
In case of order cancellation prior to shipment, a full refund will be issued, minus the processing fees associated with the chosen payment method.
05. Contractual warranty
The legal warranty offered by Ribalto e-shop does not cover:
· replacement of consumables (batteries, light bulbs, fluids, confetti, streamers, cannons, caps, etc.);
· accessories, speakers, tweeters, faders and crossfaders, cases and covers, except in special cases;
· incorrect or inappropriate use of products. Please read the user manual supplied with your product carefully;
· damage following repairs by a person non-certified by Ribalto;
· damage due to external causes (e.g. accidents, shocks, lightning, power spikes, temperature and hydrometric discrepancies, etc.).
Most brands manage their own after-sales directly with the consumer. Therefore, our own after-sales service will redirect the customer to a recognised service centre so that their product can be repaired. All the necessary information will be given to the customer so that they are able to contact the service centre directly.
Other brands require that the product be first sent back to the seller before it is sent on to the service centre. Our after-sales service will then generate a Return Merchandise Authorization (RMA) number. The customer has 14 days to send back the merchandise.
After this time, delivery costs will be borne by the customer.
In the event that the product cannot be repaired, ribalto.com shall replace it with a product with similar features or provide a refund in the form of a credit note valid for 1 year. The refund of the defective product requested by the customer shall terminate the warranty contract.