Refund policy
Returns & Refunds Policy
This website is primarily intended for business customers. Consumer orders are accepted, and statutory consumer rights apply where applicable.
Approved business returns are subject to a minimum 30% restocking fee.
Made-to-order, bespoke or customised products are non-returnable unless faulty.
Full returns and cancellation terms are detailed below.
We aim to provide clear, accurate product information to help you choose the right storage solution. As requirements can change, the information below explains how returns, refunds and cancellations are handled.
Returns Policy for Businesses (B2B)
Business customers are responsible for inspecting goods upon delivery. Many of our products are delivered using specialist carriers, and it is important that goods are checked before signing for receipt.
If goods are received in good condition, please sign accordingly. If goods appear damaged, defective or incorrect, this should be noted on the delivery paperwork or the delivery should be refused. We ask that any issues are reported promptly so we can assist as quickly as possible.
In the event of damage, defect, incorrect delivery or shortage, please contact us as soon as possible on 01302 300200 or email hello@racking.online, providing full details and photographs where applicable. Goods should be retained in their original packaging until the issue has been assessed. Once verified, we may offer a replacement or refund via the original payment method.
Unwanted goods or goods ordered in error may be accepted for return subject to eligibility, prior approval, and within 30 days of delivery. Approved business returns are subject to a minimum 30% restocking fee. All delivery and return transport costs are the responsibility of the customer. Returned goods must be unused, in original packaging and suitable for resale.
Refunds for approved business returns are processed within 14 days of receipt and inspection of the returned goods.
Made-to-Order and Restricted Goods
Made-to-order, non-stock, bespoke or customised goods are classified as Restricted Goods and are not eligible for return unless faulty.
Orders for Restricted Goods may be cancelled within 24 hours of placement. If cancellation is accepted, charges may apply to cover costs already incurred. Cancellation requests made after this period may be subject to a cancellation fee, as Restricted Goods are unlikely to be suitable for resale.
Refused deliveries of Restricted Goods are not eligible for credit unless the goods are faulty.
Returns Policy for Consumers (B2C)
A consumer is defined as an individual acting for purposes outside of trade, business, craft or profession. Nothing in this policy affects your statutory rights under UK consumer law.
Consumer Cancellation Rights (UK)
Consumers have the right to cancel an order within 14 days of receiving the goods under the Consumer Contracts Regulations.
To exercise this right, you must notify us in writing within 14 days of delivery. Once cancellation is confirmed, you must return the goods within 14 days.
Refunds will be processed within 14 days of receiving the returned goods, using the original payment method.
Made-to-order, bespoke or customised goods are excluded from this right unless faulty.
If goods are delivered damaged or defective, please report this immediately before signing for delivery or as soon as reasonably possible by contacting 01302 300200 or hello@racking.online. Goods should be kept in their original packaging. Once verified, we may arrange a replacement or refund, including applicable postage costs.
If you wish to reject goods under your statutory rights, you must return them to us or allow us to collect them. Reasonable return or collection costs may apply.
Approved consumer returns (outside statutory cancellation rights) must be unused, unassembled, in original packaging and suitable for resale. Goods returned damaged or mishandled may not be eligible for refund.
Refunds are processed within 14 days of receipt and inspection of returned goods.
Made-to-order, bespoke or customised goods are not eligible for return unless faulty. Cancellation requests for these goods must be made within 24 hours of order placement.
Cancelling or Amending an Order Before Delivery
If you need to cancel or amend an order prior to dispatch, please contact us on 01302 300200 or email hello@racking.online. Availability of cancellation or amendment depends on the product type and order status. Non-bespoke items may be cancelled free of charge if they have not yet been shipped.
For full contractual terms, please refer to our Terms & Conditions of Sale.