Effective Date: February 01, 2023

This page outlines the instructions and processes for any products that need to be returned to Ricochet for inspection, alteration, warranty, etc. In the event of any issue with Ricochet products, or a requested return, this process must be followed. For certain repairs, we will recommend using a Certified ISP. Your sales or Customer Service representative can provide recommendations for ISPs in most regions. If you are unable to find a Certified ISP, our Customer Service team will consider your request(s).

A fully completed Return Authorization Form needs to be submitted by the Dealer, Sales Team Member, or Customer, and submitted to Customer Service at [email protected].

• The RA Form submitted must:
  • Be submitted to Customer Service for Review BEFORE any other action is taken. RA numbers will not be provided until after the completed RA Form has been internally reviewed.
  • Include all contact information, including shipping and billing address as well as contact information 
  • Include complete Serial Numbers, Sizes, and a full description of the issue for each individual garment.
  • Be completed on the most current digital version of a Ricochet RA form 
• Please do not send or return garments until instructed by Ricochet to do so. We cannot accept returned products without the RA process being completed, and no review will occur. We will return any items sent without a completed RA process, and any associated shipping costs will be billed to the dealer/customer.

The Ricochet Customer Service team will review the submitted RA form and determine if the issue is either: (a) Warranty, or (b) Non-Warranty/Nonconforming, Billable request.

• Warranty item
  • We will confirm issue is covered by Warranty and send back the completed RA Form with a designed RA Number to reference for inquiries and/or billing.
  • If warranty coverage is not clear through the communication of the RA process, we may request you to send garment for review.
  • If it is determined that the garment does not fall under warranty, we will provide a cost estimate to complete a Billable/Non-Warranty repair.
  • We will provide a target completion date that will become effective once garments are physically received, checked-in, and confirmed.
  • Please print the completed form with the RA number and include in the package(s) with the garment(s) that are being returned. All garments MUST be cleaned before returning.
• Billable/Non-Warranty/Nonconforming Request (Sizing, Wear and Tear, Customer Changes, etc.
  • For certain repairs, we will recommend using a Certified ISP. Your sales representative or our Customer Service department can provide recommendations for ISPs in most regions.
  • Any repairs, changes, or alterations must be completed by a Certified ISP. Repairs, changes, and/or alterations not completed by a Certified ISP will void all Warranty and Certification(s) of the garment(s). 
  • After a written approval to proceed at the quoted price is received, an RA number will be provided. Please print the completed form with the RA number and include in the package(s) with the garment(s) that are being returned. All garments MUST be cleaned before returning.
  • If you are unable to find a Certified ISP, our Customer Service team will consider your request(s) and either provide a quote to complete the repair(s)/change(s), along with a target date for completion, or reject the request.
• In the event of a request for a Warranty Repair to be completed by a Third-Party ISP, the following process must be followed:
  • Complete the RA process as outlined above with the Ricochet Customer Service Team.
  • Provide an official quote that you have received from a Certified Third-Party ISP to complete the repair in question. 
    • If approved by Ricochet in writing, Ricochet will reimburse for the approved costs.
    • If not approved, garment(s) must be returned to Ricochet for repair. Any repairs completed by a Third Party which have NOT been approved by Ricochet in writing will void all Warranty and Certification(s) of the garment(s).

If this policy and procedure is not followed, the return garment(s) will not be accepted. If garments are sent in without the proper documentation, or if the garments have not been cleaned, they will be returned without inspection, and all shipping costs will be billed to the original sender.

We greatly appreciate your cooperation in following this policy to help us ensure that any and all returns are completed as quickly and accurately as possible.

Ricochet's Customer Service Department is here to assist you in the event of any questions or concerns and can be reached via email at [email protected] or by phone at 215-849-1971, ext.448

Ricochet Manufacturing Company, Inc.
Attn: Customer Returns
4700 Wissahickon Avenue, Suite 112
Philadelphia, PA 19144

Effective Date: January 24, 2023
Ricochet Manufacturing Company, Inc. (“Ricochet” or “Ricochet-gear.com”) recognizes that you value the privacy of your personal information and how it is utilized. We value your trust and continued patronage and will make every effort to utilize the information in a manner that will benefit your overall shopping experience.

INFORMATION WE COLLECT AUTOMATICALLY:

Our web server will automatically recognize and store the following information: browser type and version, IP address, operating system, URL, pages visited, time spent on each page.

WHAT WE DO WITH THE INFORMATION COLLECTED AUTOMATICALLY:

The information collected automatically is primarily used to improve our web site and enhance your shopping experience. For example, an infrequently visited page may be eliminated. In addition, we will utilize the information for product offerings or to improve navigation throughout the site.

HOW WE USE COOKIES:

You do not need to accept or use cookies to shop on Ricochet-gear.com.

We use a single cookie that assists us in determining Web site traffic patterns. This cookie helps us better understand how visitors navigate through and use Ricochet-gear.com, enabling us to measure the site's ease of use and effectiveness. This information assists us in our efforts to refine our site, as well as efforts to improve and customize the shopping experience for individual visitors like you.

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However, if you choose to disable cookies, you may not be able to use certain features and information.

INFORMATION YOU PROVIDE:

Ricochet receives and stores any information you provide when placing an order, entering a promotional event or requesting email announcements. Name, address, and a phone number are required when you place an order. Email addresses are utilized to confirm orders have been placed or shipped and provide customers with new product announcements and special savings.

SECURITY OF INFORMATION YOU PROVIDE:

We work to protect the security of the information you provide during transmission by using Secure Sockets Layer (SSL) software, which encrypts the information you input. It is important for you to protect against unauthorized access to your password and to your computer. Be sure to sign off when finished using a shared computer.

WHAT WE DO WITH THE INFORMATION PROVIDED:

Ricochet recognizes that privacy of personal information is of the utmost importance. Therefore, the information will only be shared with approved partners. The partner approval process involves an analysis of the ethical standards of the prospective partner, product/service quality, reputation, how our customers will be approached and treated, the likelihood of partner's product/service appealing to Ricochet-gear.com customers and other factors as well.

AGENTS:

Occasionally, we will employ other companies to perform functions on our behalf. These companies do have access to personal information while fulfilling their obligations but do not have the authority to utilize any information.

CONSENT:

By accessing the Ricochet-gear.com web site to gather information or place product orders, you consent to our collection and use of your personal information.

QUESTIONS OR SUGGESTIONS:

If you have questions or suggestions, send an email to [email protected]

CHANGES TO THE Ricochet-gear.com and Ricochet Manufacturing Company, Inc. PRIVACY POLICY:

It may be necessary for Ricochet-gear.com and Ricochet to make changes to this privacy policy. If changes are made, they will be announced on this page.

Effective Date: January 24, 2020
PRICES

Prices listed on this site are current. Due to the wide selection of products offered, prices may change without notice. We also reserve the right to make corrections in the event of a misprint.

CUSTOMER APPLICATION

Governmental or Municipal Organizations & Businesses:

Terms of "Net 30 Days" shall be extended to Cities, Governmental Agencies, Departments and Companies in good standing as well as existing Ricochet Manufacturing Company, Inc. customers of open account. We encourage new business customers placing their first order to forward their Customer Application Form, or make payment with check or credit card in advance. This can help with any shipping delays that may occur during the credit review process. Important Note: If your organization is located in Pennsylvania, you must also complete and submit the "Pennsylvania Exemption Certificate " to determine if you are subject to Pennsylvania sales tax on your purchases.

Orders Placed By Individuals:

All individual orders must be accompanied by full payment plus shipping charges and applicable sales tax. See below for additional sales tax information.

PAYMENT
 
Visa, Mastercard, American Express, and Discover.

Ricochet-gear.com WILL NOT add a credit card surcharge to your order.

PLEASE NOTE: PAYMENT BY PERSONAL CHECK WILL DELAY PROCESSING OF YOUR ORDER!
Our policy is to delay the processing of any order paid by personal check for ten banking days after we deposit the check into our bank account. We have this policy in order to determine that the check has not been returned because of "insufficient funds". We thank you in advance for your patience if you pay by personal check.

SALES TAX

Pennsylvania and Maryland residents are subject to 6% tax. Philadelphia, PA residents are subject to 2% city tax. New Jersey residents are subject to 6.625% tax. Virginia customers are subject to a 5.3% tax. Massachusetts residents are subject to 6.25% tax. Online orders in all other States are Tax Free. Tax is applicable to Product and Shipping. There are some products that are non-taxable; therefore, tax will not be applied to those products.

DELIVERY

Continental U.S. orders are shipped for speed, convenience and economy. Customers in Alaska, Hawaii and Puerto Rico may choose U.S. Postal Service or UPS Second Day Air at additional costs. Some restrictions do apply because of quantity, weight, shape or size. Some orders may require additional shipping charges. If the items you are ordering require extra shipping, we will notify you once your order is received.

CONDITIONS

Welcome to Ricochet-gear.com, a web site that is owned and operated by Ricochet Manufacturing Company, Inc. (“Ricochet”). We provide products and services to you subject to the following conditions. If you visit or shop at Ricochet-gear.com, you accept these conditions. Please read them carefully.

COPYRIGHT

All content included on this site, such as text, graphics, logos, button icons, images, audio clips, digital downloads, data compilations, and software, is the property of Ricochet or its content suppliers and protected by United States and international copyright laws. The compilation of all content on this site is the exclusive property of Ricochet and protected by U.S. and international copyright laws. All software used on this site is the property of Ricochet or its software suppliers and protected by United States and international copyright laws.

TRADEMARKS

Ricochet-gear.com, and other Ricochet-gear.com graphics, logos, page headers, button icons, scripts, and service names are trademarks or trade dress of Ricochet or entities that have agreed to allow us to post information about their products and services. Ricochet's trademarks and trade dress may not be used in connection with any product or service in any manner that (a) is likely to cause confusion among customers, (b) dilutes the value of the Ricochet trademark and trade dress; or (c) disparages or discredits Ricochet. All other trademarks not owned by Ricochet that appear on this site are the property of their respective owners, who may or may not be affiliated with, connected to, or sponsored by Ricochet.

LICENSE AND SITE ACCESS

Ricochet grants you a limited license to access and make personal use of this site and not to download (other than page caching) or modify it, or any portion of it, except with express written consent of Ricochet. This license does not include any resale or commercial use of this site or its contents; any collection and use of any product listings, descriptions, or prices; any derivative use of this site or its contents; any downloading or copying of account information for the benefit of another merchant; or any use of data mining, robots, or similar data gathering and extraction tools. This site or any portion of this site may not be reproduced, duplicated, copied, sold, resold, visited, or otherwise exploited for any commercial purpose without express written consent of Ricochet. You may not frame or utilize framing techniques to enclose any trademark, logo, or other proprietary information (including images, text, page layout, or form) of Ricochet and our product suppliers without express written consent. You may not use any meta-tags or any other "hidden text" utilizing Ricochet's name or trademarks without the express written consent of Ricochet. Any unauthorized use terminates the permission or license granted by Ricochet. You are granted a limited, revocable, and nonexclusive right to create a hyperlink to the home page of Ricochet-gear.com as long as the link does not portray Ricochet, its affiliates, our product suppliers or their products in a false, misleading, derogatory, or otherwise offensive matter. You may not use any Ricochet logo or other proprietary graphic or trademark as part of the link without express written permission.

DISCLAIMER OF WARRANTIES AND LIMITATION OF LIABILITY:
THIS SITE IS PROVIDED BY RICOCHET ON AN "AS IS" AND "AS AVAILABLE" BASIS. RICOCHET MAKES NO REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE OPERATION OF THIS SITE OR THE INFORMATION, CONTENT, MATERIALS, OR PRODUCTS INCLUDED ON THIS SITE. YOU EXPRESSLY AGREE THAT YOUR USE OF THIS SITE IS AT YOUR SOLE RISK.

TO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, RICOCHET DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. RICOCHET DOES NOT WARRANT THAT THIS SITE, ITS SERVERS, OR E-MAIL SENT FROM HERE ARE FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS. RICOCHET WILL NOT BE LIABLE FOR ANY DAMAGES OF ANY KIND ARISING FROM THE USE OF THIS SITE, INCLUDING, BUT NOT LIMITED TO DIRECT, INDIRECT, INCIDENTAL, PUNITIVE, AND CONSEQUENTIAL DAMAGES.

CERTAIN STATE LAWS DO NOT ALLOW LIMITATIONS ON IMPLIED WARRANTIES OR THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES. IF THESE LAWS APPLY TO YOU, SOME OR ALL OF THE ABOVE DISCLAIMERS, EXCLUSIONS, OR LIMITATIONS MAY NOT APPLY TO YOU, AND YOU MIGHT HAVE ADDITIONAL RIGHTS.

APPLICABLE LAW

By visiting Ricochet-gear.com, you agree that the laws of the Commonwealth of Pennsylvania, without regard to principles of conflict of laws, will govern these Conditions of Use and any dispute of any sort that might arise between you and Ricochet.

SITE POLICIES, MODIFICATION, AND SEVERABILITY

Please review our other policies, if any, posted on this site. These policies also govern your visit to Ricochet-gear.com. We reserve the right to make changes to our site, policies, and these Conditions of Use at any time. If any of these conditions shall be deemed invalid, void, or for any reason unenforceable, that condition shall be deemed severable and shall not affect the validity and enforceability of any remaining condition.

• RICOCHET and WEAR SOMETHING SAFER are trademarks of Ricochet Manufacturing, Inc.
• CROSSTECH®, GORE-SEAM®, GORE®, WINDSTOPPER® and designs are trademarks of W.L. Gore and Associates, Inc.
• Arashield is a registered trademark of Southern Mills Inc.
• NOMEX and KEVLAR are registered trademarks of DuPont.
• Scotchlite, Triple Trim, and Thinsulate are trademarks of 3M.
• Indura and Moda-Quilt are registered trademarks of Westex Inc.

Effective Date: January 24, 2020
Ricochet warrants its protective clothing (including gear for structural fire fighting, technical rescue and emergency medical services) to be free from defects in materials and workmanship for their serviceable life when properly used and cared for. Our obligation under this warranty shall be limited to the repair or replacement, without charge, of any product that is returned to us at buyer’s expense and is determined by us to be defective in materials or workmanship, but is otherwise serviceable.

This warranty shall not be effective unless the products are used for the purpose for which they were designed and are used by trained personnel following proper procedures and in accordance with the product’s warning, use, inspection, maintenance, care, storage, and retirement instructions. Failure to properly care for the garment will lead to a shortening of the serviceable life. “Serviceable” refers to the general condition of the garment, which can be expected to provide at least reasonable limited protection against the hazards from which the garment was designed to protect.

“Serviceable life” is the period of time protective clothing, which has been properly cared for, can be expected to provide reasonable limited protection. “Defects in Materials” refers to weak areas or other flaws caused by irregularities in their manufacture. “Defects in Workmanship” refers to improperly manufactured seams, stitching, or other construction methods.

This warranty does not cover wear and tear or damage from fire, heat, chemicals, misuse, accident or negligence. The Seller must receive claims for defects within three (3) years from Seller’s delivery of product on which the claim is based or such longer period as required applicable by law.

THIS WARRANTY IS EXPRESSLY IN LIEU OF ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. The remedy of repair or replacement for breach of this warranty shall be the sole and exclusive remedy and Ricochet shall not under any circumstances be liable for incidental or consequential damages.