Rapid, Inc. Return Policy
You may return a Rapid, Inc. (“STOVE”, “we”, “us” or “our”) hardware product that you purchased in the United States directly from STOVE (a “STOVE Product”) within ninety (90) days of the shipment date if it is in its original condition, and accompanied by all original packaging, documentation, and accessories. If we determine these requirements are met, we will credit your account for the purchase price and cover the cost of return shipping. You will remain responsible for the STOVE Product until it is received by STOVE. Once the STOVE Product is received by STOVE, we will keep the STOVE Product. This Return Policy does not apply if you purchased a STOVE Product using our Pay-as-you-Go or Easy Pay plans. If you purchased a STOVE Product through other retailers, you will be subject to their respective return and refund policies. If you purchased STOVE Products using our third-party finance partner, any refunds will be provided to the third-party finance partner directly.
If you are a live customer, please contact our Customer Care at 760-520-1507 to request a return label. If you are not yet live with STOVE, please contact your Onboarding Consultant.
STOVE Limited Warranty
Rapid, Inc. warrants that the STOVE Products will conform to our published user documentation, and will not have substantial defects in materials and workmanship, for 12 months from the date of shipment for all handheld devices, and 24 months from the date of shipment (the “Warranty Period”) for all other STOVE Products. If you discover a defect in a STOVE Product during the Warranty Period and notify one of our Customer Care representatives, we will, at our option, either employ commercially reasonable efforts to repair, correct or provide a workaround for the defect by telephone support, or ship a replacement at no additional charge to you. Any replacement hardware will be warranted for the remaining duration of the original Warranty Period, or 30 days, whichever is longer. This Limited Warranty does not apply if we determine in our sole discretion that the defect has been caused by abuse, negligence, accident, misuse, loss, theft, abnormal wear-and-tear, improper transportation, installation (not completed by a STOVE representative), acts of God, such as hurricanes or floods, or servicing (upgrading, expansion, disassembly, repair, or other modification) by anyone who is not specifically authorized by STOVE. We will make reasonable efforts to provide you with a remedy within a reasonable time of your proper filing of a warranty claim.
What Products Are Covered By This Limited Warranty?
This Limited Warranty applies only to STOVE Products which you purchase directly from STOVE. This Limited Warranty does not guarantee your uninterrupted use of a STOVE Product, and it will not apply where a defect resulted from accident, abuse, misapplication, abnormal usage, including usage of a STOVE Product outside of our specifications. To return a STOVE Product under the Limited Warranty, you must request a Return Material Authorization from a Customer Care representative according to the policy below. We may refuse returns attempted more than thirty (30) days after an RMA number is issued.
Return Material Authorization Procedure
All returns under the Limited Warranty must be accompanied by an RMA number issued by our Customer Care team. Any products returned without the RMA number may be rejected. Each STOVE Product will have its own associated RMA number and must be sent in its own individual shipment.
If a STOVE Customer Care representative has issued you an RMA number, we will make reasonable efforts to ship an advance replacement product to you by next day air saver service by the next business day. Customer must return the STOVE Product within 30 days of the date of shipment of the advance replacement (the “Return Period”) using the return label provided by us and in proper packaging for safe transportation. If we receive the STOVE Product after the Return Period or the shipment is incomplete, we will charge you the price of the advance replacement part, plus shipping costs. You will be responsible for any damage that occurs to the STOVE Product during the shipping process.
If we find that any returned STOVE Product was neglected, abused or otherwise tampered with, it will not be considered for repair or return and charges may apply. Any STOVE Product not covered by this Limited Warranty will be repaired or replaced at our then-current standard rates. We, in our sole discretion, may repair the STOVE Product or replace it with an equivalent STOVE Product, or credit your purchase. EXCEPT AS PROVIDED FOR HEREIN, AND IN THE MERCHANT AGREEMENT, WEMAKE NO OTHER WARRANTIES EXPRESS, IMPLIED OR STATUTORY IN CONNECTION WITH THE STOVE PRODUCTS OR SERVICES. ALL OTHER WARRANTIES AS TO QUALITY, CONDITION, MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT ARE EXPRESSLY DISCLAIMED. THIS SECTION REPRESENTS OUR SOLE LIABILITY, AND YOUR SOLE AND EXCLUSIVE REMEDY, FOR ANY AND ALL CLAIMS FOR BREACH OF THIS WARRANTY.
How To Contact STOVE Customer Care
To report an issue with a STOVE Product or to request an RMA number, please contact our Customer Care at 760-520-1507 or submit a ticket on support.stovepos.com.
Product Lifetime Policy
Once the Warranty Period expires, we will continue to support the application software on your STOVE Product according to the Product Lifetime Policy.