Returns, Refunds and Warranty

Overview

If you are unsatisfied with your purchase from store.rakwireless.com for any reason, you have 30 days from the date of purchase to request a refund. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

You may return any Product (as defined below) purchased on store.rakwireless.com in accordance with the terms below, excluding subscription purchases.

Section 1 - To qualify for a refund, all the following conditions must be met:

• A return authorization must be requested from our customer service team within 30 days of your purchase date. To request a return authorization, please contact us here: store@rakwireless.com. We require a receipt or proof of purchase.

• You must return the Product to RAKwireless Technology Limited in Hong Kong to receive a refund. Returned Product(s) must be in good physical condition (not physically broken or damaged). All accessories originally included with your purchase must be included with your return.

• The return authorization number must be included along with your returned product.

Additional terms and conditions:

• Gift Cards, IoT Sim Cards, Subscribtions (developed by RAK) and discounted (sale) items are non-returnable and not-refundable.

• Shipping and handling charges, gift wrap fees, and taxes paid (such as state, customs, or VAT) are not refundable.

• If you return Product to RAKwireless Technology Limited in Hong Kong (a) without a return authorization from RAKwireless Technology Limited or (b) without all parts and accessories originally included with your purchase or (c) physically broken or damaged or (d) more than 30 days after purchase, RAKwireless Technology Limited retains the right to either refuse acceptance of such return or charge you a restocking fee of 15% of the original price of the Product(s) or the retail value of the missing parts and accessories, whichever is higher.

Section 2 - Exchanges (if applicable)

We only replace items if they are defective or damaged and within the Limited Product Warranty. If you need to exchange it for the same item, send us an email at store@rakwireless.com, with a proof of purchase and reason for the exchange-request.

Section 3 - Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Section 4 - Late or missing refunds (if applicable)

If you haven’t received a refund yet,

1. First check your bank account again.

2. Then contact your credit card company, it may take some time before your refund is officially posted.

3. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at store@rakwireless.com

Section 5 - Limited Product Warranty

Your RAK-branded device and RAK-branded device accessories (collectively, the "Product") shall be free from defects in materials and workmanship under normal use for a period of one (1) year from the date of purchase, except that if you reside in the European Economic Area (EEA) and you purchased your RAK product in the EEA, the warranty period is two (2) years from the date of purchase (the "Warranty Period”).

Exclusions and limitations

RAKwireless Technology Limited does not warrant that the operation of the Product will be uninterrupted or error-free. This Limited Product Warranty does not cover software embedded in any Product and related services provided by RAKwireless Technology Limited. See the RAKwireless Technology Limited Terms of Service for details of your rights with respect to use of the software and related services.

This Limited Product Warranty applies only to the original purchaser of the Product that was purchased from an authorized reseller or sales channel and manufactured by or for RAKwireless Technology Limited that can be identified by an authorized “RAK” trademark, trade name, or logo affixed to it. Without limiting the foregoing, the Limited Product Warranty does not apply to any (a) non-RAK products, even if included or sold with a Product, including, without limitation, any counterfeit products, (b) products that are, or RAKwireless Technology Limited reasonably believes to be, stolen, (c) consumables (such as batteries), or (d) software, even if packaged or sold with the Product or embedded in the Product.

This warranty does not apply to a Product or part of a Product that has been serviced, altered, refurbished, or modified by anyone who is not authorized by RAKwireless Technology Limited, nor does it apply to any cosmetic damage such as scratches and dents. In addition, this Limited Product Warranty does not apply to damage or defects caused by (a) use with non-RAK products; (b) accident, abuse, misuse, mishandling, flood, fire, earthquake or other external causes; (c) normal wear and tear or aging of the Product such as discoloration or stretching; or (d) operating the Product (i) outside the permitted or intended uses described by RAKwireless Technology Limited, (ii) not in accordance with instructions provided by RAKwireless Technology Limited, or (iii) with improper voltage or power supply.

Implied warranties

EXCEPT TO THE EXTENT PROHIBITED BY APPLICABLE LAW, ALL IMPLIED WARRANTIES (INCLUDING, WITHOUT LIMITATION, WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE) SHALL BE LIMITED IN DURATION TO THE DURATION OF THIS LIMITED WARRANTY. Some jurisdictions do not allow limitations on the duration of an implied warranty, so the above limitation may not apply to you.

Limitation of damages

EXCEPT TO THE EXTENT PROHIBITED BY APPLICABLE LAW, RAKwireless Technology Limited SHALL NOT BE LIABLE FOR ANY INCIDENTAL, INDIRECT, SPECIAL, OR CONSEQUENTIAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOSS OF PROFITS, REVENUE OR DATA, RESULTING FROM ANY BREACH OF EXPRESS OR IMPLIED WARRANTY OR CONDITION OR UNDER ANY OTHER LEGAL THEORY, EVEN IF RAKwireless Technology Limited HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. Some jurisdictions do not allow the exclusion or limitation of special, indirect, incidental or consequential damages, so the above limitation or exclusion may not apply to you.

Governing Law

This Limited Warranty shall be governed by the laws of Hong Kong, without giving effect to any conflict of laws principles that may provide the application of the law of another jurisdiction.

Section 6 - Shipping

Once your return has been authorized by our support team, you can return the unit to RAKwireless Technology Limited in Hong Kong .

To return your product, for refund or exchange purposes, you should mail your product to:

Tel: +85292078086

 

Please note

• You will be responsible for paying for your own shipping costs for returning your item and you assume the risk or loss or damage to the returned Product(s) while in transit back to RAKwireless Technology Limited in Hong Kong.

• Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

• Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

• If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Section 7 - Changes

We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.

Section 8 - Contact information

PLEASE CONTACT US IF YOU HAVE ANY QUESTIONS ABOUT THESE TERMS.

You may contact us at legal@rakwireless.com or at our mailing address below.

RAKwireless Technology Limited

Room 1002, 10/F, Easey Commercial Building, 253-261 Hennessy Road Wan Chai, Hong Kong SAR

Company registration number: 2565392

*These terms were last updated on Sept 10, 2021*