Delivery and Refunds
1.1 The Customer shall be responsible for submitting correct and accurate information relating to the delivery of the Product, including the name and address for delivery, as required to be filled in on the Site.
1.2 Rilax aims to deliver within the time indicated at the time of the Customer’s Order which may be updated upon the Confirmation of Order. Rilax shall not be responsible for any delays and shall not be liable to the Customer for any losses, liabilities, costs, damages, charges or expenses arising out of any late delivery not within the time indicated.
1.3 The Customer shall inspect the Product upon delivery for any obvious faults, defects or damage. If the Customer finds any obvious faults, defects or damage and wishes to have a replacement, the Customer must comply with Clauses 2 and 3 below.
2. RETURN OF GOODS SOLD
2.1 Goods may be returned within 60 days of date of invoice of the Product in accordance with the replacement policy stated in clause 3 herein at the specified location as per Rilax’s invoice provided always that
(a) the Product must be unopened and shall be in a good re-saleable condition together with all of the manuals and other items included in the Product. Product packaging that has been opened shall be deemed to be used and shall not qualify to be returned; and
(b) the Customer shall notify Rilax in writing within two working days from the date of receipt of the Product.
In all other circumstances, the Product shall be deemed to have been accepted by the Customer as being in good condition and in accordance with these Terms and Conditions. The Customer shall not be entitled to withhold payment of the Product (if any) whilst any claim is being investigated by Rilax.
2.2 The date of receipt shall be as that shown on the delivery voucher signed by the Customer or his representative upon receiving the Product.
2.3 Upon receiving Customer’s notification as per Clause 2.1(b) above, Rilax shall contact the Customer via phone or email to verify whether the Product is qualified for returning under the conditions stated in Clause (a) above.
2.4 In the event the Product is qualified for returning, Rilax will inform the Customer of the specific reference number together with its address for the Product to be returned.
2.5 The Customer shall, at their own costs, deliver the Product to the address provided by Rilax.
3. REPLACEMENT POLICY
3.1 Rilax reserves the rights to replace the whole of the Product or any part or parts thereof which may be found to be faulty or in need of investigation even where only a part of the Product is faulty or in need of investigation and will not accept any returned Product from the Customer if there is a non-compliance of Clause 2.1 above.
3.2 Rilax, in effecting such replacement, is under no obligation to replace the Product or any parts thereof with those that are identical in all respects to the faulty Product. Unless local laws determine otherwise, Rilax reserves the right to supply Product which are similar to the specification of the faulty Product. Rilax shall ensure that any Product or parts thereof used in replacement shall have at least an equivalent specification to the faulty Product or parts thereof. Rilax reserves the right to supply Product or parts thereof manufactured by whomsoever it shall, from time to time, deem appropriate.
3.3 The Product or any part or parts thereof replaced or removed shall become the property of Rilax or the manufacturer, as the case may be.
3.4 For the avoidance of doubt, the provisions of these Terms and Conditions shall apply to all replacements of any part or parts of the Product made by Rilax.
4.1 Subject always to the Terms and Conditions, Rilax shall endeavour its best effort to make the refund (if any) via the same payment portal that the Customer made payment for the Product on the Site. Any fees charged by the payment portal will be deducted from the amount due. Rilax reserves the right to issue payment directly to the Customer as alternative. Rilax reserves the option to offer to the Customer refund by crediting Customer’s Account on the site.