Refund & Returns Policy

Overview (Read this first)

• Return window: 30 days from the delivery date (as shown by carrier tracking).

• RMA required: All returns must be pre-authorized and include an RMA number.

• Condition matters: Returns must be received in the condition described below to qualify for any refund.

• Shipping costs: Original shipping is non-refundable.

• Return shipping (general rule): Unless otherwise required by law (including EU/UK statutory consumer rights for faulty goods), return shipping is the customer’s responsibility.

• This policy works with our Terms: This policy is part of, and should be read together with, our Terms and Conditions.

How to request a return (RMA process)

1. Contact Support within 30 days of delivery at [email protected] with:

   • Order number

   • Item(s) you want to return

   • Reason for return

   • Photos/video if the item is damaged, defective, or you believe it arrived DOA

2. If eligible, we will issue an RMA number and return instructions.

3. Write the RMA number clearly on the outside of the package.

4. Ship the return using a trackable service (and insurance for higher-value items).

Unauthorized returns (no RMA) are not accepted and will not be refunded.

Return eligibility (general requirements)

To be eligible for a return, the item must be:

• Returned with proof of purchase (order number/receipt)

• In original condition with all included accessories, manuals, cables, and packaging materials

• Properly packaged for transit (damage caused by poor packaging may reduce or void the refund)

“Unopened / sealed” vs “opened”

• Unopened / sealed return (best case): Item is in original, sealed packaging and is brand-new, resalable.

• Opened / used / tested return: Packaging opened, tampered with, or product shows signs of use/testing.

Buyer’s Remorse (change-of-mind returns)

If you change your mind for reasons unrelated to defects or an error on our part (“buyer’s remorse”), you may request a return within 30 days of delivery, subject to all requirements in this policy.

Restocking fee (Buyer’s Remorse)

• Opened / used / tested / packaging opened: A mandatory 20% restocking fee applies.

• Unopened / sealed and resalable: May be eligible for a refund without the restocking fee.

Important: Even when approved, original shipping charges are non-refundable.

Return shipping (Buyer’s Remorse)

For buyer’s remorse returns, the customer is responsible for return shipping costs.

Backorders

A “backorder” means an item is not currently in stock and will ship at a later date.

• Before a shipping label is generated: Backordered items are refundable in full upon request.

• After a shipping label is generated: Backordered items are treated as shipped orders and are subject to the standard return policy, including that original shipping costs are non-refundable.

DOA, arrived damaged, lost, or stolen shipments (handled separately)

Issues related to damage in transit, dead-on-arrival (DOA), or lost/stolen packages are handled separately from standard change-of-mind returns.

DOA / arrived damaged

If your order arrives DOA or damaged upon arrival:

• Contact us as soon as possible at [email protected] with your order number.

• We may require photos/video of the item, packaging, and shipping box, and we may request additional information needed for a carrier or shipping-protection claim.

Shipping insurance / ROUTE Shipping Protection

At checkout, customers may have the option to purchase ROUTE Shipping Protection (shipping insurance).

• If you purchased ROUTE Shipping Protection: You may file an “arrived damaged” claim (or other eligible claim) directly through ROUTE, and we will assist as needed.

• If you did not purchase shipping protection: Our ability to replace/refund for carrier-caused damage may be limited because many carriers require specific documentation and have claim limitations (often $50–$100) that may not cover the full value of the shipment.

Where permitted and appropriate, we may still help you pursue a carrier claim; however, outcomes are not guaranteed.

Lost packages / stolen packages

If tracking shows a package is lost, missing, or marked delivered but not received:

• Contact us right away so we can review tracking and next steps.

• If you purchased ROUTE Shipping Protection: You may file an eligible claim through ROUTE.

• If you did not purchase shipping protection: You may be required to open a carrier claim and/or provide supporting documentation. For suspected theft, we may require a police report (or equivalent report) as part of the investigation.

Nothing in this section limits rights that cannot be excluded under applicable law.

Non-returnable items (no exceptions unless required by law)

The following are non-returnable:

• Sale/discounted items (final sale)

• Gift cards

• Apparel (due to sanitary reasons)

• Any item returned without an RMA

Refunds (how refunds are calculated)

Once we receive and inspect your return, we will email you with an approval or rejection.

If approved:

• Refunds are issued to the original payment method.

• Processing time is typically 3–3 business days (bank posting times may vary).

Deductions that may apply

Refunds may be reduced by:

• Original shipping (non-refundable)

• Return shipping (customer-paid; if we provide a label, its cost will be deducted where permitted)

• 20% restocking fee for buyer’s remorse returns where packaging is opened/tampered with or the product shows use/testing

• Additional deductions (or refusal) if items are returned incomplete, damaged due to customer handling, missing components, or not in resalable condition

Partial refunds / refused returns

A partial refund may be issued (or the return refused) for:

• Missing accessories, manuals, cables, or packaging

• Damage caused by customer handling, misuse, modification, or improper packaging during return shipment

• Items returned with signs of heavy use, contamination, or altered condition

If a return is refused, we can ship it back to you at your expense.

Exchanges

We only replace items if they are defective or damaged at our discretion. If approved, we will issue an RMA and exchange instructions.

Late or missing refunds

If you haven’t received a refund:

1. Re-check your bank/credit card account.

2. Contact your bank/card issuer (posting times vary).

3. If still unresolved, email [email protected].

Shipping returns (address)

Ship returns to:

Rabbit-LabsAttn: RETURNS499 Ernston Road, Suite A6Parlin, NJ 08859

RMA number must be clearly visible on the box.

Chargebacks, disputes, and fraud

We are happy to resolve issues directly and quickly. If you believe there is a problem with your order, you agree to contact [email protected] first so we can attempt to resolve it (including troubleshooting, replacement, or an RMA where appropriate).

Fraudulent chargebacks / disputes

Rabbit-Labs treats fraudulent chargebacks and payment disputes seriously. If we determine (in our sole discretion) that a chargeback/dispute is fraudulent or made in bad faith (for example: claiming an item was not received when tracking shows delivery, claiming an item was not authorized, or disputing a charge while retaining the product), we may take any lawful action available, including:

• Vigorously contesting the dispute with the payment processor/bank using evidence such as order records, delivery confirmation, customer communications, photos/video, and product identifiers (including serial numbers where applicable). Where available, we may also use fraud-prevention signals (for example, IP/device data captured by our storefront, payment processor, or fraud tools).

• Treating chargebacks/disputes filed while retaining merchandise as suspected fraud.

• Pursuing civil recovery of losses, chargeback fees, shipping costs, and reasonable collection costs/attorney’s fees where permitted, including filing claims in Middlesex County, New Jersey and/or in another court of competent jurisdiction as allowed.

• Referring the account and/or unpaid balances to collections where permitted.

• Restricting or permanently blocking future purchases and services.

• Reporting suspected fraud to relevant payment networks, platforms, and/or law enforcement/authorities where appropriate and permitted by law.

Returns and disputes cannot be used together to keep product and funds

If a return is approved, you must follow the RMA process and return the item as instructed. Filing a chargeback/dispute does not remove your obligation to return merchandise.

If a chargeback/dispute is filed while a return is pending or approved, we may pause any refund/exchange processing until the dispute is resolved.

Failure to return merchandise

If a refund is issued or a chargeback is granted and the merchandise is not returned when required under this policy, Rabbit-Labs may treat the matter as unreturned merchandise and may pursue recovery through lawful means.

EU / UK customer exceptions (statutory rights)

If you are located in the EU/EEA or United Kingdom/Northern Ireland, you may have non-waivable statutory consumer rights that override parts of this policy.

Important note on local law

EU directives are implemented through each country’s national laws, and consumer rights can vary by country (and, in some cases, by region). The citations below reference the relevant EU directives and UK legislation, but your specific rights and remedies may depend on your location.

UK (Great Britain) — Consumer Rights Act 2015

If goods do not conform to the contract, consumers may have remedies under the Consumer Rights Act 2015, including:

• 30-day short-term right to reject: In certain cases, you may have the right to reject faulty goods within 30 days and receive a refund (see CRA 2015 Sections 20–22).

• Repair or replacement: You may have the right to request a repair or replacement (see CRA 2015 Section 23).

• Price reduction or final right to reject: If repair/replacement is not possible or is unsuccessful, you may have the right to a price reduction or a final right to reject (see CRA 2015 Section 24).

Where applicable, return costs for faulty goods may be covered as required by law (see CRA 2015 Section 20(7)–(8)).

EU/EEA — Sale of Goods Directive (EU) 2019/771

EU/EEA consumers may have rights under Directive (EU) 2019/771 on certain aspects concerning contracts for the sale of goods, including:

• Goods must conform to the contract (see Articles 6–8).

• Remedies for lack of conformity may include repair or replacement, and in certain cases price reduction or termination (see Articles 13–16).

• Remedies must be provided free of charge, including necessary costs such as shipping/transport, labor, and materials (see Article 14(2)).

• Member States must provide a minimum period during which the seller is liable for lack of conformity that becomes apparent within at least two years from delivery (see Article 10).

EU/EEA — Consumer Rights Directive 2011/83/EU (distance sales withdrawal)

Where a statutory right of withdrawal applies for distance sales, it is governed by Directive 2011/83/EU on consumer rights (see Articles 9–16). In general, the consumer bears the direct cost of returning goods unless the trader agrees to bear it or the consumer was not informed of that responsibility (see Article 14(1)), and traders must inform consumers about return cost responsibility (see Article 6(1)(i)).

Nothing in this policy limits rights that cannot be excluded under applicable law. Where local law provides greater rights, that law controls.

Need help?

Email us at [email protected] with your order number and we’ll take care of you.