This article provides information about the rabbit return policy, instructions on how to start a return with rabbit, and answers to common questions about the returns process.
What is the rabbit return policy?
You have up to thirty (30) days from the delivery date to initiate a return, unless the product is broken, missing, defective, or has any hardware issues covered by our Warranty and Return Policy. Only the original purchaser who bought the product directly from rabbit inc. can request returns.
For detailed and the most up-to-date information on cancellations and returns, you can visit our Warranty and Return Policy. You can also learn how to delete your rabbithole account in another article.
How to return your rabbit device
An overview of the rabbit device returns process and detailed instructions are provided below.
- Request a refund or start a replacement. Go to returns.rabbit.tech to request a refund or rabbit.tech/contact-us to start a warranty replacement.
- Wait for your request to be reviewed. The rabbit customer support team will review your request and determine if your device is eligible for refund or replacement.
- Mail back your device. If your return is approved, you will receive a Return Merchandise Authorization (RMA) number and a prepaid shipping label.
- Wait for your device to be checked. The returns team will inspect your returned device and review your return request.
- Get your refund or replacement. If your return is approved, you will get a refund back to your original payment method or receive a replacement device.
Note: Your original shipping cost will not be refunded.
How to start a refund return
Follow the instructions below to start a refund return.
- Go to rabbit.tech/orders, enter your order information, and click Start a return
- Choose the device you want to return
- Select your reason for returning, add comments or images, click Done, and then click Next
- Select refund to original payment method
- Select ship with a return label for free and then click Next
- Confirm the details on the review your return page and then click submit
How to request a warranty exchange
Go to rabbit.tech/contact-us and submit a support request to start the warranty exchange process.
Make sure you include the following information:
- Detailed description of the issue with your device
- Original order number
- Return address
- Device IMEI
- Device serial number
Note: Your device’s IMEI and serial number are located on the folding case.
How to ship your device back to rabbit
After your return is approved, you will receive an email with a link to a prepaid UPS shipping label.
- Factory reset your device. Learn how to factory reset your rabbit r1.
- Turn off your device. Quickly press the side button eight times to turn off your r1.
- Print off the return label. If you do not have a printer, you can go to a UPS location and they will print the label for you.
- Pack your device. Make sure to include everything that originally came with your r1.
- Drop it off at a UPS location. Find a UPS drop off location at ups.com/dropoff.
Common questions about returning a rabbit device
Find answers to common returns questions in the sections below.
What is the status of my return?
You will receive the following email updates throughout the rabbit return process.
- Your return request is received
- Your return request is approved or rejected
- Your return is received at the warehouse
- A refund is issued back to your original payment method
Note: There is typically a delay of 1-2 business days between when your return tracking indicates delivered and when your return is actually received by the warehouse due to the time it takes to process and inspect received orders.
When will I get my refund?
Once your refund is issued, your financial institution can take up to 10 business days to process the transaction. The entire returns process from submitting your initial request to receiving a refund back can take up to 30 business days.
Warning: rabbit does not have control over shipping speed or bank processing times.
When will I get my new device?
If your exchange return is approved, you will receive an email with your RMA number, a prepaid return label, and return shipping instructions. Once your return device is received and inspected, you will receive another email with a new order number for your replacement device.
Use the following instructions to track your replacement device order.
- Go to rabbit.tech/orders
- Type your email address and new order number
- Click track