Returns and Refunds

Except where applicable law provides otherwise, Rally does not offer change-of-mind returns after delivery. For a product defect that prevents normal use and is not caused by customer misuse or customer-caused damage, we offer the additional replacement service described below after reviewing your Case evidence. Your statutory rights remain separate, as explained in the regional section below.

You can cancel all or part of an order, or reduce quantities, in My Orders before the displayed sales deadline (subject to an earlier valid Close if all items sell out). We show the amount to be refunded before you confirm. Once accepted, a cancellation stops fulfilment of those items even if the refund is still being processed.

Our voluntary self-service pre-close cancellation facility ends. Applicable statutory rights continue — contact us or use the routes described below if your request is covered by those rights. We do not reject a statutory request solely because the Batch has closed or the additional service's seven-day window has expired.

We start the refund process for each affected, unfulfilled order without requiring an individual claim per item. The refund covers the remaining amount paid for the cancelled order, including product charges, shipping and prepaid taxes. “Refund started” and “refund completed” are different, separately tracked statuses — My Orders shows the current one.

These rights are in addition to, and are not replaced by, our commercial policy or our additional defect-replacement service.

European Union: where EU distance-selling withdrawal rights apply, you may withdraw without giving a reason within 14 days after you (or a person you nominate, other than the carrier) receive the goods. Send a clear withdrawal statement to the support contact above; we acknowledge it promptly. Return the goods without undue delay, normally within 14 days of notifying us. We refund the amounts owed, including the cost of our least expensive standard delivery option, within 14 days of being informed of the withdrawal.

United Kingdom: where UK distance-selling cancellation rights apply, you may cancel without giving a reason by telling us within 14 days after receiving your goods, then send them back within a further 14 days. We refund the price and the cost of our least expensive standard delivery option within 14 days after we receive the goods or evidence that you sent them back, whichever is earlier.

Japan: our stated commercial policy is no voluntary change-of-mind returns after delivery, subject to mandatory law. Where the required return terms were not properly displayed for an internet order and the statutory default applies, withdrawal may be available within eight days after delivery.

South Korea: where the Act on Consumer Protection in Electronic Commerce applies, you may generally withdraw within seven days of receiving the required contract document, or from later receipt of the goods. Goods that differ from the advertised content have separate withdrawal rules. An exception for goods individually made to your order applies only when the conditions set by that law are met and were separately disclosed to you before purchase.

An exception for genuinely personalised goods may apply in any region above; see “Batch-made and individually customised items” below. Standard Batch production, or a standard choice of colour, model or bundle, is not by itself such an exception. These regional rights do not limit your remedies for faulty, unsafe or non-conforming goods.

Rally offers both products made in batches to a Creator's design, and products made to a buyer's individual requirements. Batch production and standard choices of colour, model or bundle do not by themselves remove applicable statutory withdrawal rights — we do not describe an ordinary Group Buy item as “personalised” just because production follows orders.

For an item made to your individual specifications, or clearly personalised for you, a statutory withdrawal exception may apply. Where it does, the product selection and checkout identify the item, the customisation and the exception before you pay. A personally customised item in your order does not change the rights applying to other, non-customised items in the same order.

Contact us if goods are faulty, unsafe or do not match the contract. Statutory remedies may include free repair or replacement and, where the relevant conditions are met, a price reduction or refund. Our commercial service below does not replace these rights.

Report a product defect that prevents normal use through the order's Support Case within seven calendar days of the recorded delivery, with photos or video showing the problem and a description of what happens during normal use. We review the evidence to confirm a product defect not caused by customer misuse or customer-caused damage.

Once verified and approved, we send a new replacement at no additional product, shipping or import-tax cost. You keep the original product — returning it is not a condition of this additional service. If a replacement cannot be supplied, we determine and provide the applicable refund or other legally required remedy.

The seven-day window is for starting a claim under this additional service; it is not a deadline for a statutory defect claim and does not shorten any mandatory remedy. Missing-parcel claims and your statutory rights follow their own rules, not this window.

Return destinations are arranged case by case through your order's Support Case. We provide the receiving address and instructions promptly once a return is agreed, based on the product and your location. This process does not delay your right to notify us of a statutory withdrawal, and you do not have to prove a defect to give that notice.

If you exercise a statutory right to cancel because you changed your mind, you pay the direct cost of sending the goods back. This does not apply where we must bear return costs for faulty, incorrect or non-conforming goods, or where we agree to pay them. Our approved additional defect-replacement service remains free, including replacement shipping and applicable import taxes.

Refunds go to the original payment method unless you agree to another lawful method with no extra charge to you. We meet the applicable legal deadline for starting the refund; your provider's or bank's posting time is separate and shown as the current status in My Orders.