This Limited Warranty and Return Policy (“Policy”) constitutes part of the Terms of Use which governs your rights and obligations when you shop with us. This Policy is issued by rabbit inc. (“rabbit,” “Company,” “we,” “us,” or “our”) to you, a consumer or other buyer who makes a purchase directly from us or from an authorized reseller (and includes a “gift recipient” (defined below) of a device or other product that we make or sell (the “Product”). This Policy only covers you, the original purchaser or original gift recipient, and this Policy, or any of its terms, cannot be assigned or transferred to any subsequent purchaser or user (and any attempt to do so is void), and this Policy, or any of its terms, is not valid for any rabbit products purchased from any source other than rabbit (via our website or any other way that rabbit allows you to purchase directly from rabbit) or a rabbit-authorized reseller. (For purposes of this Policy, a “gift recipient” is an individual who receives a new Product as a gift from the original purchaser. Proof of purchase of a covered Product, including order number for the applicable Product, may be required as a condition of coverage under this Policy.)
UNLESS SPECIFICALLY IDENTIFIED, ALL TERMS OF USE UNDER THIS POLICY SHALL BE APPLICABLE TO ALL CUSTOMERS SHOPPING WITH US. BY PLACING AN ORDER WITH US OR WITH AN AUTHORIZED RESELLER, YOU ARE DEEMED TO HAVE READ AND FULLY UNDERSTOOD THE TERMS OF USE CONTAINED HEREIN.
With respect to any permitted cancellations or returns, you agree and understand that a failure by you to follow the applicable procedure described below may result in our having to reject a requested cancellation, return, exchange, or refund.
Cancellation of Orders Prior to Shipment
- You may cancel your order and request a full refund of the Product at any time before shipment.
- Order Cancellation Request Process. To cancel your order prior to the shipment of the Product, contact the rabbit support team at support@rabbit.tech. After processing your cancellation request, we will notify you of your eligibility to receive a refund, and we will issue a refund via your original method of payment within ten (10) business days of our notice of your eligibility. Please realize that, during this process, you may need to submit certain additional information needed by us to process your request.
Returns & Refund/Exchange Request After Product Has Shipped (Applicable to US/Canada)
- Returns Within 14 Days of Shipping Date. If you are not completely satisfied with the Product, you can request to return the Product for a refund within fourteen (14) days of the original shipping date to you. Please note that you may request a return only if your Product is in “like new” condition and in the original packaging.
Return Request Process. To return a Product, contact the rabbit support team at support@rabbit.tech to request a return merchandise authorization (RMA), which will include shipping instructions. All returns must be shipped in the original packaging, including all original accessories and packaging materials. Please note that, to receive the RMA, you will need to provide proof of purchase and any other relevant information we may need to process your return request. Once we have determined that your Product is covered by our Policy, we will send you the RMA and shipping instructions, and we will cover the U.S. domestic shipping costs.
rabbit is not responsible for packages lost in transit without the RMA and/or proof of tracking.
- Refunds or Replacements. Once we have received your returned item, we will inspect the item to confirm it is eligible for return. If we determine the returned item is eligible, then we will email to notify you that you will receive a replacement item or a refund credited to the original payment method, depending upon whether you have requested a replacement or refund. Replacement items or refunds will be processed within ten (10) business days of receipt of the returned item.
- Returns for Broken, Defective, or Missing Products. In the unlikely event a Product you ordered is broken, defective, or missing upon delivery to you, you can request to return a Product for refund or exchange, but, if we determined that the damages were caused by you (including your improper use, neglect, or accident), we reserve the right, in our sole and final discretion, to refuse a replacement or refund or to reduce the refund amount (proportionate to the Product’s decrease in value due to the damages you caused).
- Ordinary Wear and Tear or Damages Caused by Your Improper Use or Accidents Not Covered. This Policy does not cover ordinary wear and tear or damage caused by improper use, neglect or accidents, subject to the terms of rabbit’s Limited Hardware Warranty. If you return an item that is in damaged condition, has signs of abuse, or is not in like-new condition, we reserve the right, all in our sole and final discretion, to refuse a replacement or refund or to reduce the refund amount (proportionate to the Product’s decrease in value due to the damages you caused).
Returns & Refund/Exchange Request After Product Has Shipped (Applicable to EU/UK)
- Returns Within 14 Days of Delivery. If you are not completely satisfied with the Product, you can withdraw from your purchase and return the Product for a refund, without giving any reason, within fourteen (14) days of the day you (or someone you name, other than the carrier) receive the Product. This is your statutory “Right of Withdrawal.”
Return Request Process. To return a Product, contact the rabbit support team at support@rabbit.tech before the 14-day period ends to tell us you want to withdraw from your purchase. You can use our Notice of Withdrawal Form, but you do not have to; any clear statement of your decision is enough. We will reply with a return merchandise authorization (RMA) and shipping instructions. You then have fourteen (14) days from the day you told us to send the Product back to us.
You are responsible for the direct cost of returning the Product to our designated address. We recommend using a tracked shipping service and keeping proof of postage.
- Refunds. We will refund all payments we received from you for the Product, including the original standard delivery charge (but not any extra charge for a more expensive delivery option you chose), within fourteen (14) days of the day you told us you are withdrawing. We will use the same payment method you used for the original purchase, unless you have expressly agreed otherwise, and you will not be charged any fees for the refund. We may withhold the refund until we have received the Product or you have provided proof that you have sent it back, whichever is earlier.
- Condition of Returned Products. You may handle and examine the Product as you would in a store, and you will receive a full refund if you have done no more than that. If the Product has been handled beyond what is necessary to establish its nature, characteristics, and functioning, we may reduce the refund in proportion to the resulting loss in value.
- Returns for Broken, Defective, or Missing Products. If a Product you ordered is broken, defective, or missing upon delivery to you, contact the rabbit support team. The 14-day period above does not limit your statutory rights for faulty or non-conforming goods or your rights under rabbit’s limited warranty described below.
- The Right of Withdrawal does not apply to Products made to your specifications or clearly personalized, or to any other item excluded from the Right of Withdrawal under applicable law. Nothing in this Policy affects your statutory rights as a consumer.
Returns & Refund/Exchange Request After Product Has Shipped (Applicable to Other Territories)
As discussed above, this Policy applies only to Products purchased within the United States/Canada and EU/UK. If you are located outside of these territories and would like to request a return, please contact the rabbit support team at support@rabbit.tech for assistance.
Warranty
The following is rabbit’s limited warranty policy (the “Warranty”) in the unlikely event there are any defects in a Product.
This Warranty covers defects in the Product for one (1) year or any statutory warranty period as provided under applicable laws, whichever is longer, commencing from the delivery date of the Product (“Warranty Period”). rabbit warrants that during the Warranty Period, the Product will be free from defects in materials and workmanship, and, under normal intended use, the Product will function substantially in accordance with Product documentation, instructions, or technical specifications.
Please note that our Warranty does not cover the following:
- Normal wear and tear;
- Defects or malfunctions caused by use that is not in conformity with Product documentation, instructions, or technical specifications;
- Damage or failure due to improper or abnormal use, accident, abuse, theft, vandalism, neglect, corrosion, collision, disasters (e.g., fire, rain, flood, wind, lightning, freezing or any other natural disasters or acts of God of any kind), discoloration of paint or plastic (or any other changes in cosmetic appearance that do not affect performance of the Product), electrical wiring, power reduction or fluctuation, power failure, introduction of foreign objects, exposure to fluids/liquids/moisture or extreme humidity, or modifications of any kind to the Product that are not expressly authorized by rabbit;
- Commercial use of the Product (e.g., use for personal or financial gain or use for commercial exploitation);
- Software and software functionality;
- Any warranty that the use of the Product will be uninterrupted or error-free;
- Internet connectivity;
- Data or content loss or any costs associated with data or content recovery;
- Damage or loss of access as a result of termination or suspension of your account or any applicable subscription;
- Damage caused by improper or incorrectly performed maintenance or repair;
- Use of Product with parts or accessories from third parties, or with parts or accessories not originally intended for or compatible with the Product;
- A Product that has been resold or stolen, or that the Company reasonably believes to be resold, stolen, counterfeit, or purchased from an authorized reseller.
When covered defects are determined by us to have been existing upon delivery of the applicable Product, we will, on a case-by-case basis, offer you the following option(s):
- To repair or replace the Product without any additional charge; or
- If we determine the repair or replacement becomes difficult or financially unreasonable for us, we may refund a portion of the price while allowing you to keep the Product, or refund your full payment for a return of the Product.
In the case of refund of full payment of the Product, you must bear in mind that:
- Warranty shall only be extended to the original purchaser who directly purchased the Product or to the original gift recipient;
- A full refund to the original purchaser (including a gift recipient) will include the original shipping cost, excluding any upgraded shipping fees that may have been selected by the original purchaser;
- rabbit may provide, in its sole discretion, a pre-paid return shipping label or it may choose to reimburse you for return shipping costs to the designated address;
- A refund will be processed within 30 calendar days after we have received the Product at our designated address and have confirmed that the Product has a covered defect. The refund will be credited to your original payment method.
Again, our Warranty applies only to defects that exist at the time of delivery. Thus, our Warranty is void if any of the following has occurred:
- The firmware of the Product has been flashed or the Product is rooted (including being “jailbroken” or otherwise modified);
- The body of the Product has been opened or any foreign objects have been introduced in an attempt to fix the Product;
- Any parts of the Product have been modified, removed, customized, or swapped;
- The Product has been used in a way that it is not originally intended to be used;
- The Product is continued to be used once a fault or error has occurred and such use has caused more damage.
You must adhere to the following process in order to claim a return for replacement of the Product or a refund of your payment:
- Contact us by sending an email to support@rabbit.tech that: identifies the Product by SKU number or order number, details the issue you have with the Product, details the steps you have taken to resolve the issue, and uploads or otherwise includes photos showing the problem with maximum size in the aggregate for the images of 10 MB;
- Understand that additional proof such as a technical report from a third-party qualified testing lab may be required;
- Understand that a prima facie assessment of whether or not the applicable Product has a covered defect will be conducted by us and will be based on the materials and information submitted by you;
- If a covered defect is confirmed by us, a “return merchandise authorization” (RMA authorization) will be sent to you for you to return the Product to our designated address. Return of a Product will not be accepted without a prior RMA authorization issued by us.
- Promptly after receiving the returned Product, technical inspection will be carried out onsite during which we will determine if any covered defect existed upon delivery.
- In our sole discretion, we will determine the outcome of the refund request by taking into account factors such as the condition and value of the returned Product and the significance of the defect to the use and performance of the Product as intended.
This Warranty does not apply to the following:
- Any rabbit product won by you through part of an activity or competition (e.g. lottery drawing) on our platform or any of our promotional channels;
- Any rabbit product provided to you as a gift unless you are a gift recipient as defined above;
- Any rabbit product that has its serial number removed or defaced;
- Any spare parts or accessories of a Product;
- Any used or pre-owned rabbit product.