Warranty & Returns

1. Warranty Policy

If one or more of the products you received shows quality issues within the warranty period, you can return it to receive a form of compensation. Some products have different policies or requirements associated with them. Raspad is covered by a one-year warranty, while its accessories are covered by a three-months one.

Below please find the procedure of our warranties:

  1. Take a video or some photos showing the issue occurred with this item and contact us to submit your claim;
  2. We will contact you for more information or give you a response within 48 hours;
  3. If a product is still covered by our warranties, you may have to return it. The responsibility for paying the return shipping fees depends on the actual problem of the item you want to return.

2. Warranty exclusions

If a product is defective before you start using it or is not working, you can return it to us within the validity period of our warranties.

However, the following scenarios are to be considered outside the scope of this protection:

a) The user voids the warranty if he or she

- Flashes the firmware of a device;
- Opens the body in an attempt to fix the product;
- Modifies, removes or swaps parts of a product;
- Uses the device in a way that it is not intended for;
- Continues to use it once the fault occurs and causes more damage;
- Fails to contact us when the problem first occurs;

b) Warrantees do not cover cases of damage to products from accidental breakage, misuse, or general wear and tear.

c) Please contact us before returning a defective item; otherwise, your return request may be delayed.

d) If a repair is impossible or we can not offer a replacement due to limited stock availability，we will send you a refund to the same payment account you used to place the order. You can then use the money for purchasing this product again.

e) Intimate apparel and adult toys can not be returned due to hygiene reasons.

f) If items are lost while being returned, we will not be able to assist you as we wish we could. We recommend that you select a tracked shipping method to return the defective products.

 

3. Refund/Return Policy

Conditions of Returns

  • The received items don't match the description.
  • I don't want it anymore./ I want to exchange the items.
  • Items are missed from my order.
  • Items dead on arrival.
  • Other reasons.

Procedures for applying the refund/return.

  • The received items don't match the description.
  • I don't want it anymore./ I want to exchange the items.

Please contact us by telling the order number and the items you received. Our Customer Service team will respond to you within 24 hours. Once Customer Service confirms your application, we will provide information on sending it back to us. After we receive the returned package, we will begin processing the refund/exchange for you.

  • Items are missed from my order.

Possible reasons:

Order Split Shipped: Please contact us(support@raspad.com) to check whether your order has been split shipped.

We made a mistake: On rare occasions, an item may be missed during packaging.

Parcel damaged or items removed: The package seems modified or damaged and items may have fallen out.

If you have checked, there is still something missed. Please take photos of the items that have arrived and email what is missed to our Customer Service, including your order number and the parcel label.

  • Items dead on arrival.

If your item was damaged during shipping, you are eligible for a full refund. When requesting your refund, please be ready to provide Customer Service with graphs clearly showing the problem with the item and its courier number as soon as possible. Please also provide "Proof of Damage" documentation from your courier.

Alternatively, you can open the item in front of the delivery person and if you find that it was damaged during shipping, you can reject it and contact us.

  • Other reasons.

For the conditions of return are not mentioned above, please contact us at support@raspad.com OR +86(0755)-23713058, we will be happy to help you with that.

4. How do I return the items?

After receipt, consumers can apply for a return/refund within 15 days. Please click Contact Us or mail us by support@raspad.com for help. Please note all products being returned must be 100% complete and must be packaged in ORIGINAL PACKAGING. Customers will be responsible for the return shipping costs unless the product is damaged on arrival or defective. We will charge a 5% fee for re-inventory if the returned item values $500 or higher. For any issues, feel free to contact us and we'll try our best to help you! 

We will process the refund for you within 2 working days after receiving your returned items. Refund time is around 2-3 working days, and the refund will come to your account according to your original payment method.