Returns and Claims Policy

Damaged or Faulty Items

If your order arrives and the goods are damaged or faulty, please contact our customer service team on email sales@rsn.co.nz or free call 0800 77 66 95 (Mon - Fri 10:30 am – 7.30 pm), and we will be happy to arrange for a refund or replacement. You will be required to send us an image of the goods, or we may request that you return the goods to us in order to substantiate your claim, before we issue a refund or replacement.  You must contact us within 7 business days of receipt of the goods, in order for us to validate your claim.

Errors in Delivery

If your order arrives and you are missing a product/s or you received something other than what you ordered, please contact our customer service team on email sales@rsn.co.nz or free call 0800 77 66 95 (Mon - Fri 10:30 am – 7.30 pm), and we will be happy to correct your order. You will be required to send us an image of the goods or we may request that you return the goods to us, in order to substantiate your claim, before we take any further action.  You must contact us within 7 business days of receipt of the goods for us to validate your claim.

Returns Policy if You Change Your Mind

If you should change your mind about your purchase and wish to return it, please contact our customer service team on email sales@rsn.co.nz or free call 0800 77 66 95 (Mon - Fri 10:30 am – 7.30 pm). You must contact us within 7 business days of receipt of the goods for us to validate your claim.  No items may be returned to RSN New Zealand without prior agreement.

For products ordered on this Web site, RSN New Zealand will provide the purchaser a refund if the following return procedure is followed:

1. The merchandise must be returned unused, in original condition and packaging - including outer shipping carton and protective foam packaging.

2. The merchandise must be returned and received by RSN New Zealand within 30 days of the date of purchase.

3. The reason(s) for the return must be documented on the packing slip and inserted in the shipping box.

4. The merchandise return label (please click here to download the merchandise return label) must be completed as instructed and affixed on the shipping box.

5. All packages must be returned prepaid.

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 10 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 your bank to process our refund request (5 to 10 business days).

After successful completion of the refund you will find a credit on your credit card statement.

If the product returned is not in fully resalable condition or the packaging is damaged, we reserve the right to refuse a refund on the item, or to deduct a percentage of the original selling price from the refund amount.

Please note that this policy applies only to items purchased on www.riedel.com. Riedel New Zealand Webstore will not accept returns for products purchased on third-party websites or any retail store.

If you would like to exchange an item for a different one, please return the original item as described 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.

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