Refund & Returns Policy
1. About this Policy
This Refund & Returns Policy explains how customers of Ramp Global (hereinafter “Ramp Global”, “we”, “our”, “us”) can return products and obtain a refund or replacement when ordering via our international website gzrichtone.com or through our sales team.
Nothing in this Policy limits any mandatory consumer rights granted by the laws of the country where the customer is located. Where local consumer protection law provides more favourable rights than this Policy, those mandatory rights will prevail.
This Policy applies to both Consumers (B2C) and Business Customers (B2B). Some sections expressly distinguish between them.
2. Definitions
For the purposes of this Policy:
● Customer – any person or entity purchasing products from Ramp Global.
● Consumer – a natural person acting for purposes outside their trade, business, craft or profession.
● Business Customer – any customer purchasing in the course of business (workshops, dealers, fleets and other companies).
● Products – spare parts, engines, components and related goods offered by Ramp Global.
● Defective Product – a product that does not conform to the contract of sale, has a manufacturing defect, is damaged, or does not match the description or technical specifications agreed with the customer.
● Special Order / Non-standard Product – a product manufactured, adapted or sourced specifically at the customer’s request (for example, uncommon configurations, rare engines or bespoke kits).
3. Scope and priority of mandatory law
3.1. This Policy applies to all distance sales (online, email, messengers, telephone) made by Ramp Global to Customers worldwide, unless a separate written contract between Ramp Global and a Business Customer expressly provides different terms.
3.2. For Consumers located in the European Union, EEA and the United Kingdom, this Policy is intended to reflect in particular:
● the statutory right of withdrawal (cooling-off period) of 14 calendar days for distance contracts;
● the statutory legal guarantee of conformity of at least 2 years for faulty goods.
3.3. For Consumers in these jurisdictions, if this Policy provides a shorter period (for example 7 days), the longer period required by law (14 days or more) will apply automatically.
3.4. For Customers in other countries (including the USA, Middle East, Africa, Asia and Latin America), this Policy applies alongside any mandatory local consumer protection rules. Where there is a conflict, the mandatory rules of the Customer’s country of residence prevail.
4. Cooling-off period and “change of mind” returns (non-defective Products)
4.1. Ramp Global’s general cooling-off period
Regardless of country, Ramp Global offers Customers a minimum 7-day cooling-off period for change-of-mind returns of non-defective Products, counted from the day after the Customer (or a person indicated by them) receives the Products.
● No reason is required, but we may ask for feedback to improve our service.
● The Customer must send a clear statement of withdrawal (for example by email or through our website contact form) within this period.
For Consumers in the EU/EEA and the UK, the statutory 14-day cooling-off period for distance contracts applies where it is longer than our 7-day period.
4.2. Time to send the Products back
After notifying us about the withdrawal, the Customer must send the Products back within 14 calendar days, unless mandatory local law allows a longer period.
4.3. Condition of the Products
To qualify for a change-of-mind refund, Products must:
● be unused and not installed on any equipment or vehicle;
● be free from traces of fuel, oil, coolant or other operating fluids;
● be in their original packaging (where reasonably possible) with labels, seals, manuals and accessories;
● include proof of purchase (invoice, receipt or order confirmation).
Ramp Global may reasonably refuse a refund or offer only a partial refund where Products show signs of installation, contamination, modification or misuse.
4.4. Products excluded from change-of-mind returns
Unless mandatory law requires otherwise, the following Products cannot be returned solely because the Customer has changed their mind:
● Special orders and non-standard Productsmanufactured, adapted or sourced specifically to the Customer’s specifications;
● Piston kits / piston sets, including piston-and-cylinder kits and complete piston assemblies;
● Products clearly marked as “non-returnable” at the time of sale;
● Products sold “as is” (used parts), where this status was clearly indicated.
Defective or misdescribed Products remain covered by Section 5.
4.5. Shipping costs for change-of-mind returns
● The Customer is responsible for the cost of returning Products for change-of-mind reasons.
● Initial outbound delivery charges and customs duties are not refunded, except where mandatory local law requires a refund of standard delivery costs for Consumers when the entire order is returned.
5. Defective, damaged or incorrectly supplied Products
5.1. Customer rights
If a Product is Defective, damaged on arrival or not in conformity with the contract (for example, wrong part number or incorrect specification), the Customer must contact us as soon as reasonably possible, providing:
● order number or invoice;
● description of the issue;
● clear photos or videos of the Product, packaging and nameplate/markings;
● confirmation whether the Product has been installed and on which equipment.
Depending on the circumstances and applicable law, the Customer may be entitled to one or more of the following remedies:
● repair of the Product;
● replacement with an identical or equivalent Product;
● price reduction;
● refund of the purchase price against return of the Product.
For Consumers in the EU/EEA, Norway and Iceland, these rights are supported by a legal guarantee of conformity of at least two years from delivery.
5.2. Period to report defects
● If a commercial or manufacturer’s warranty period is indicated in the product documentation, on the product page or in the invoice, claims can be made within that period.
● Where no specific warranty period is indicated, Customers must report defects within a “reasonable” time after discovery, subject to any longer minimum periods required by mandatory law in the Customer’s country.
5.3. Inspection and technical expertise
Ramp Global reserves the right to:
● visually inspect the returned Product;
● request additional information from the Customer (service reports, diagnostic codes, installation photos, etc.);
● have the Product examined by an independent expert, by the manufacturer or by an authorised service partner.
If the inspection shows that the defect is due to incorrect installation, misuse, modification, contamination, operation outside specified parameters or normal wear and tear, Ramp Global may reject the claim and, where permitted by law, ask the Customer to cover the cost of the expertise and transport.
5.4. Shipping costs and agreement of return method
Before any Product is sent back as defective or incorrectly supplied, the Customer must agree the return method and carrier with Ramp Global in advance. This is necessary to avoid excessive or unreasonable transport costs.
● If the Product is confirmed as defective or incorrectly supplied, Ramp Global will either provide a prepaid return label / arranged pick-up where available, or reimburse reasonable return shipping costs as agreed in advance.
● If the Customer uses a more expensive shipping method than the one agreed with Ramp Global, any additional costs may not be reimbursed.
● Replacement Products, where applicable, will be shipped to the Customer at Ramp Global’s cost.
If the claim is rejected, return shipping and any inspection costs are borne by the Customer, unless mandatory law provides otherwise.
6. Returns and refunds for Business Customers (B2B)
6.1. Unless otherwise agreed in a separate written contract, Business Customers are not entitled to a statutory cooling-off period for change-of-mind returns. Any return of non-defective Products by a Business Customer is subject to Ramp Global’s prior written approval.
6.2. Ramp Global may, at its discretion, accept returns from Business Customers subject to:
● the conditions set out in Section 4.3 (unused, not installed, clean, in original packaging);
● the Customer bearing outbound and return shipping costs;
● any additional commercial conditions individually agreed in writing (including possible handling or restocking charges decided case by case).
6.3. Defective or misdescribed Products supplied to Business Customers are handled under Section 5 and applicable commercial law in the relevant jurisdiction.
7. Warranty periods
7.1. Unless otherwise required by mandatory law (for example, the minimum 2-year legal guarantee for Consumers in the EU/EEA and UK), warranty terms for Products supplied by Ramp Global are defined in product documentation, product pages and/or the individual invoice or proforma invoice.
7.2. Any commercial warranty provided by a manufacturer or by Ramp Global is in addition to and does not replace any mandatory legal rights that Consumers may have under local law.
8. How to initiate a return
To initiate any return (change of mind, defective or incorrect Product), the Customer must:
1. Contact us via email at gz@gzrichtone.com or through the contact form on gzrichtone.com, stating “Return request” in the subject line.
2. Provide order number, contact details, photos/videos and a clear description of the reason for the return.
3. Wait for confirmation and Return Merchandise Authorization (RMA) instructions, including:
○ the correct return address (for example our warehouse in Guangzhou, China, or our warehouse in the United Arab Emirates, depending on the original shipment);
○ the agreed shipping method and carrier;
○ any reference labels that must be attached to the parcel.
4. Pack the Product securely, using original packaging where possible, and include a copy of the invoice and RMA number.
5. Ship the Product using the agreed, trackable service and keep the tracking number until the process is completed.
Ramp Global is not responsible for Products lost or damaged in transit during return shipping where the Customer arranges transport without following the agreed instructions.
9. Assessment of the return and refund timing
9.1. Once the returned Product is received, Ramp Global will:
● confirm receipt to the Customer;
● inspect the Product;
● notify the Customer of the decision (approval, partial approval or rejection) within a reasonable period, normally not longer than 10 business days.
9.2. If a refund is approved:
● Ramp Global will issue the refund within 14 days after the approval decision.
● For Consumers who lawfully exercised the statutory right of withdrawal (for example, within the 14-day period in the EU/EEA or UK), Ramp Global will not delay the refund beyond the time allowed by applicable law and may withhold the refund until the Products are received or the Customer provides proof of dispatch, whichever occurs first.
10. Method of refund, currency and fees
10.1. Refunds are normally made using the same payment method that was used for the original transaction, where technically possible.
10.2. Refunds are processed in the same currency as the original transaction. The Customer is responsible for any exchange rate differences or bank fees charged by their bank or payment provider.
10.3. Ramp Global does not normally issue refunds in the form of store credit or credit towards future orders, unless this is expressly agreed with the Customer as an alternative to a monetary refund.
10.4. Where only part of an order is returned, any refundable shipping costs will be recalculated proportionally, taking into account the applicable law in the Customer’s country.
11. Customs duties, taxes and import charges
11.1. For international orders, the Customer is responsible for any import duties, taxes and customs charges imposed by the destination country, unless otherwise agreed in writing in Incoterms or contract conditions.
11.2. When Products are returned from outside the country of dispatch (for example, Products originally shipped from China or from the UAE and then returned from another country):
● Ramp Global cannot guarantee the refund of customs duties, VAT or other charges collected by local authorities;
● The Customer may need to contact their local customs office or tax authority to request any available refund of such charges.
11.3. If a shipment is refused at customs or not collected due to the Customer’s failure to pay duties, provide required documentation or comply with import rules, the order may be treated as cancelled by the Customer. In such cases, Ramp Global may deduct any associated costs (including return freight, storage, customs penalties and handling charges) from the amount refunded, where permitted by law.
12. Products damaged in transport
If Products arrive with visible transport damage:
● The Customer should, where possible, note the damage when signing the delivery receipt or ask the courier to record the damage.
● The Customer should inform Ramp Global immediately (ideally within 48 hours) and provide photos of the outer packaging, inner packaging and the damaged Product.
● Ramp Global will liaise with the carrier and inform the Customer of the applicable remedy (replacement, repair or refund), subject to Sections 5 and 9 and the carrier’s terms.
Failure to report transport damage within the carrier’s time limits may limit the ability to claim compensation from the carrier, but will not deprive Consumers of mandatory rights where such rights apply.
13. Fraud, abuse and repeated returns
Ramp Global reserves the right to refuse a return, limit the right to refund or suspend an account where there is evidence of:
● abuse of the return policy;
● repeated returns of used or damaged Products;
● attempts to obtain a refund without returning the Product;
● other fraudulent or dishonest activities,
provided that any such measures are taken proportionally and in compliance with applicable consumer protection law.
14. Governing law and dispute resolution
14.1. Contracts between Ramp Global and Business Customers are generally governed by the law specified in the relevant contract, terms of sale or invoice.
14.2. For Consumers, the contract is governed by the law of the country where the Consumer resides, to the extent that such law provides mandatory consumer protection that cannot be waived by agreement.
14.3. In case of a dispute, the Customer is encouraged to first contact Ramp Global to seek an amicable solution. Where available under local law, Consumers may also use alternative dispute resolution (ADR) or online dispute resolution (ODR) mechanisms and platforms.
15. Contact details
For any questions regarding this Policy or to initiate a return, Customers can contact:
Ramp Global – International Sales Support
Email: gz@gzrichtone.com
Website: gzrichtone.com
The specific return address and responsible warehouse (for example, our warehouse in Guangzhou, China, or our logistics partner in the United Arab Emirates) will be confirmed in the RMA instructions for each case.
