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EXCHANGE AND RETURNS
Our No Regrets Returns Policy is all about making it easier for you to experiment and try something different.
Whether your purchases are made in a Riot store or through Riot’s online channels, our No Regrets Returns Policy makes returns simple. For your convenience, our merchandise may be exchanged or returned at any of our stores nationally. Large and bulky items can be sent back to our Warehouse in Moorabbin, Victoria. Prior to refunding or exchange, please contact our Customer Support Centre, so we can ensure that we have stock availability at your nearest store and ensure we deliver a satisfactory resolution for you.
Our policy does not exclude or replace your rights given under Australian Consumer Law and regulations.
CHANGE OF MIND
If you have changed your mind and you are able to provide satisfactory proof of purchase, Riot may offer you an exchange or refund provided that the merchandise:
is in saleable condition
is unused with all original, sealed packaging and tags attached
is not subject to the exclusions listed below; and
the exchange or refund is sought within a reasonable period of time (in most cases a reasonable period of time is deemed to be 30 days except for paints and mediums which have a same day return policy only)
If you are unable to provide satisfactory proof of purchase, Riot at its absolute discretion reserves the right not to offer a refund or exchange for change of mind.
Riot is not required to provide you with a copy of your original receipt to facilitate an exchange, refund, insurance or warranty claim.
Please choose carefully when purchasing the following merchandise as change of mind returns will not be provided on:
Paints and mediums purchased more than 24 hours ago
PROOF OF PURCHASE
Returns, refunds or exchanges requests must be accompanied by any one of the following proof of purchase documents:
Original register receipt (no photocopies accepted)
Online Tax Invoice (order confirmations will not be accepted)
Original return/exchange receipt/gift receipt
Financial Statement (i.e. bank statement, credit card statement)
If you believe an item is faulty, you may have rights to a remedy under the Australian Consumer Law. These rights are not impacted by the change of mind policy or limited by a defined timeframe.
However the Australian Consumer Law does recognize that the relevant time period may vary by product (or service) depending on the nature of the goods (or service), the price paid and any representations made about the goods (or service).
Where you believe an item is faulty, it may be necessary for us to send your goods to the manufacturer or their service agent for it to be assessed within a reasonable period of time. If there is a major failure, you may choose a refund or exchange. If the failure is minor, we will repair the item (or, at our discretion, we may replace the item or refund you) within a reasonable time.
Where an item is damaged through misuse or abnormal use, Riot will not provide a refund, exchange or repair.
Riot will require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law.
Refunds for all purchases instore and Riot online channels will be given using your original payment method, except in the following circumstances:
Where a credit or debit card was used to make the purchase, the cardholder and the same card must also be present, otherwise a Riot Gift Card will be provided.
If the purchase was made by Gift Card, a Riot Gift Card will be issued (unless otherwise required by law).
If the purchase was made by PayPal for instore returns the refund will be processed to a credit card issued in the same name of the purchaser or a Riot Gift Card will be issued.
Riot Gift Cards cannot be exchanged for a different denomination or for another tender or discount.
GIFT OR BONUS WITH PURCHASE OFFERS AND BUNDLED ITEMS
Where merchandise is purchased with a gift or bonus offer, the gift or bonus must also be returned (unless otherwise stated). If you are unable to return the gift or bonus or it is not in saleable condition, the value of any available refund will be reduced by the value of the gift or bonus.
In the instance of bundle offers, all items within the bundle must also be returned or the value of the unreturned items will be deducted from any available refund.
PRIVACY WHEN MAKING A RETURN
Riot is committed to protecting your privacy. You may be asked to present photo identification so that we can record your name, identification type, identification number and expiry date and verify your signature. Acceptable identification must also include your full name with a future expiry date. For example, Australian Driver’s License or Passport.
Please note, when returning merchandise totaling $1,000 or more and requesting a Tax Adjustment Note, your name, address and ABN (if applicable) will be required.
Information collected will be securely stored for a reasonable period of time. It may be used for fraud protection activities and for the purpose of Riot research and analysis. It may be disclosed to state and territory departments upon request, as required by law.
If you wish to access your information held by Riot in relation to returns, please contact the Customer Support Centre on 03 9555 7350.