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Product Return & Refund Policy

1. INTRODUCTION

 The Radix Product Returns and Refund Policy outlines the procedures and guidelines for product returns and refund requests.

2. ELIGIBILITY FOR RETURNS AND REFUNDS

  • Defective or Damaged Products: Radix will always offer an exchange for any reported damaged or faulty products within its customer delivery inspection timelines. However, customers may request a return and refund if they receive products that are defective, damaged, or not as described.
  • Change of Mind: For non-defective products, customers may be eligible for a return within a 14-day period from receipt of delivery. All items agreed for return must be returned as sold in an unused & undamaged condition. Please note that returned items will be subject to a 20% handling & restocking charge. Customers will also be liable for all return transportation costs.

 3. RETURN PERIOD & COMMUNICATION

  • Communication of Return Period: Radix will prominently display the return period within its terms of sale & delivery invoice. All returns must be discussed and agreed with our office team and be returned within a 14-day period from original receipt of goods.

4. RETURN PROCEDURE

Customers will be required to provide order details, proof of purchase, and details about the reason for the return.

  • Guidance: Radix Customer Service Department is available to guide customers through the return process. This guidance includes explaining the steps involved, clarifying eligibility criteria, and providing information on required documentation.
  • Information Requirements: To facilitate the return process, customers will be required to provide specific information. This may include order details, proof of purchase (e.g., order number or invoice detail), and a description of the reason for the return. This information is essential for processing returns accurately and efficiently.
  • Supportive Communication: Radix places a strong emphasis on ensuring that customers feel supported during the return procedure. Customer service representatives are trained to communicate professionally, empathetically, and respectfully. This approach aims to address customer concerns and create a positive experience.

5. INSPECTION AND APPROVAL

The inspection and approval process for returned products:

  • Condition Assessment: On return to our depot the product will undergo a thorough assessment to determine if it meets the conditions for return as outlined in the Policy. This may include examining its physical state, ensuring it is in an unused or like-new condition (for non-defective returns), and confirming that it includes all original components.
  • Eligibility Verification: Radix will cross-reference the product’s condition with the Policy’s eligibility criteria. If the product meets these criteria, it will be deemed eligible for a refund.
  • Communication with Customers: During this process, Radix may communicate with the customer to request additional information or clarification regarding the return. Effective and respectful communication is essential to address any discrepancies or questions regarding the return.
  • Approval: Once the inspection process is complete and it is verified that the product meets the eligibility criteria, Radix will approve the return and proceed with the refund. If the product does not meet the conditions, the customer will be informed of the reasons for non-approval.

6. REFUND PROCESS

  • Timely Refunds: Radix is committed to processing refunds in a timely and efficient manner. Customers can expect that once a return is approved, the refund will be initiated promptly.
  • Refund Method: Radix refund methods will be crediting via the original payment method (e.g., credit card, invoice or Bank Transfer)
  • Refund Period: The time it takes for a refund to be reflected in the customer’s account may vary depending on the payment method, financial institutions, and other factors. Radix will provide customers with a clear expectation of the refund period.

V1.0 2024