40 Day Satisfaction Guarantee!
Making sure you enjoy the products you buy from us is our ultimate goal. To prove this, we will accept for Exchange, Refund for Store Credit or Refund to Original Payment Method, any New and Unused product you order from www.rakonheli.com that does not meet your complete satisfaction within 40 days of purchase. We reserve the right to charge a restocking fee of 20% on returned merchandise.
We also understand that life happens. In the case where you are not within the time frame with your return, please give us the opportunity to provide a solution specifically for you. The process will be simple and fast. Simply email us and we will take care of your needs.
Damaged Package Claims
If you have received your order, and your package was damaged in transit, please contact us immediately (within 48 hours of receipt of your package). Please keep all packaging (box, packing paper, etc.) for verification purposes. We will most likely request that the damaged product(s) be shipped back to us for verification. We may also require that photos be taken of damaged packages and or parts for inspection purposes. Photos of damaged goods will help us expedite the process and provide a better resolution.
Lost Package Claims
If you have not received your order, and feel your package may be lost, please contact us. All packages shipped by us are insured for 100% of the package's value. If your package is in fact lost, we will either replace the package, credit your account for the full amount, or offer you a refund for the full amount of the order.
If your package was not delivered within the timeframes listed below:
- Standard shipping via Post Office, delivery 20-30 business days
- Fast shipping via UPS/FedEx/DHL, delivery 3-7 business days
Please allow us 2-8 business days to contact the shipping carrier regarding your missing package.
Please do not open a PayPal claim against the order, as this will further delay the process.
NOTE: We are not responsible for return shipping, nor any fees associated with return shipping. If an item is found to be damaged in transit, defective out of the box, or incorrectly shipped, please contact our customer service department and shipping instructions will be given.
Please take a moment to read our Terms and Conditions below:
- Our services international and domestic customers.
- Do not return products containing fuel, lithium polymer batteries or other hazardous materials.
- All items should be packed to assure no damage is incurred during shipping. We are not responsible for damage incurred during the shipping process, nor for packages shipped to, but not received by us (lost in transit). Please insure packages and avoid shipping methods of carriers that do not provide tracking.
- Warranty only applies as described by the product manufacturer and on products accompanied by a dated proof of purchase.
- Warranty service or replacement decisions are at the sole discretion of Brian Group Co., Ltd.
- Collateral damage is NOT covered by manufacturer's warranty.
- When applicable, the customer is responsible for all brokerage fees, duties and taxes associated with the service and shipment of product.
- Service will not be performed without your signature agreeing to the terms and conditions found on the customer service request form.
Please make sure to send your items, INSURED AND TRACKABLE, to:
BRIAN GROUP CO., LTD.
286/17A Pham Van Bach Street, 15 Ward
Tan Binh District
Ho Chi Minh City, 700000
(+84) 909 290 131
How to Return Merchandise?
Email us, please include your Order Number, the part numbers and quantities you would like to return, a brief explanation of why you are returning the item(s), and your preferred method of reimbursement.
Once your return has been approved, we will send you an email.
While packing the merchandise to return to us, please use packing fillers inside the box to protect the items from damage during shipping.
Please insure any packages being returned to us. In the event that the package becomes lost or damaged, the carrier will reimburse you for the merchandise. We are not responsible for returned merchandise that is lost or damaged in transit.
A notification will be sent to your email address. Please note: This may take 2-4 business days after the package has been received.
For product repairs fulfilled by us, please allow an additional two business days for inspection and testing.
If you receive an item that is damaged or defective, please contact our Customer Service immediately by email.
Please note: We reserve the right to refuse any merchandise that is found to be free of defects. The merchandise will be returned to you along with a copy of our testing results.