Returns Policy

This policy should be read in conjunction with our Terms and Conditions of Sale and our Installation Terms and Conditions. In the event of a conflict between this policy and our terms and conditions.

 

Goods can be returned, for a refund, if  Racking.com is notified within 30 days of receiving your goods. If Racking.com is notified outside of the 30 days then a credit can be issued to be used against a future order at Racking.com’s discretion.

Goods must be returned in their original packaging, unused, unassembled and in a resaleable condition.

Any refund or credit will be processed within 14 days of receiving the goods.

For the purposes of these terms a credit means a credit note.

To arrange a return please contact us on 0333 200 5298

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There are certain instances where returns cannot be accepted and these are: -

·         Made-to-Order products – these are products from our range that are specifically Made-to-Order and cannot be returned. These products are highlighted as Made-to-Order on product pages online, in the catalogue and at time of order. Refused deliveries of Made-to-Order products are not eligible for a credit.

·         Personalised products – products that are personalized to your requirements e.g. a different colour that is not standard or a bespoke size/configuration.

 

Racking.com will arrange collection of the goods with one of our couriers and it is the buyers responsibility to be present at time of collection. Should a collection be missed, Racking.com reserves the right to charge for arranging another collection.

Upon receipt of the returned goods, Racking.com will then process the return. Racking.com will apply a combined restocking and collection fee of 30% of the value of the goods. If there is damage to products and/or clear evidence of use, then Racking.com reserves the right to make a further deduction to the final returned amount.

 

In the event of a customer having made an error with their order and require an exchange, Racking.com reserves the right to apply charges for collection, re-delivery and processing the return. Racking.com will require original goods to be returned before replacements are sent out.

 

Refunds are processed within 14 days of receiving goods.

 

In line with law a consumer is defined as “an individual acting for purposes that are wholly or mainly outside the individual’s trade, business, craft or profession.”

 

As a consumer you have 14 days after receiving your order in full to notify us in a written format that you wish to send them back to us for a full refund.

In addition, Goods can be returned, for a credit note or an exchange after the 14 days period, up to 30 days.

Goods must be returned, unused, unassembled and in a resalable condition. Racking.com reserves the right to make a deduction for any missing parts, signs of assembly or damage to the product.

Your statutory rights remain unaffected by this policy.

To arrange a return please contact us on 0333 200 5298 or write to us: sales@racking.com  

 

Customers have the option to return goods themselves at their own expense and risk. Please contact us to obtain a returns number and an address of where the goods need to be sent to.

Alternatively, Racking.com can arrange collection of the items to be returned, but will apply a charge for doing this. This charge will be taken off the final refund figure. Costs of collection are as follows: -

·         Order value (goods only) is below £100 ex VAT - £9.99 ex VAT

·         Order value (goods only) is £100 ex VAT and above – 10% of order value (goods only, ex VAT)

It is the buyer’s responsibility to be present at the time of collection and Racking.com reserves the right to charge more for collection, should pre-arranged collections be missed.

Racking.com also asks customers to take photographs of returned parcels and pallets before they are collected to prove the condition of goods before they were handed to the courier.

Delivery charges that were paid by the customer on the original order will only be refunded if the customer returns the goods themselves.

If there is a problem with your goods such as a fault, the goods being misdescribed or not fit for purpose then Racking.com will meet the costs of return.

 

There are certain instances where returns cannot be accepted and these are: -

·         Made-to-Order products – these are products from our range that are specifically Made-to-Order and cannot be returned. These products are highlighted as Made-to-Order on product pages online, in the catalogue and at time of order. Refused deliveries of Made-to-Order products are not eligible for a credit.

·         Personalised products – products that are personalized to your requirements e.g. a different colour that is not standard or a bespoke size/configuration.

The above conditions do not affect your statutory rights when goods are faulty, damaged or not as described.

 

Upon receipt of the returned goods, Racking.com will then process the return. If there is damage to products and/or clear evidence of use then Racking.com reserves the right to make a further deduction to the final returned amount.

 

In the event of a customer having made an error with their order and require an exchange, Racking.com reserves the right to apply charges for collection and re-delivery. Racking.com will require original goods to be returned before replacements are sent out.

 

Refunds are processed within 14 days of receiving goods