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We offer a 14-day return and exchange policy from the date of delivery. Customers may request a refund or exchange for unused items within 14 days of receiving their order. Please note, requests made beyond this 14-day window will not be accepted.
We recommend thoroughly checking your order upon delivery and contacting us via email if you wish to arrange a return or exchange.
Return shipping costs are not covered unless the item is faulty or significantly not as described.
Instructions for Returns:
To be eligible for a return, the item must be in the same condition as received, unused, and in its original packaging. Proof of purchase, such as a receipt, is also required.
To initiate a return, please contact us at info@rackshop.com.au. If your return is approved, we will provide instructions for shipping the parcel back via Australia Post with a tracking number. Return shipping costs will only be covered if the item is faulty or significantly not as described. Items returned without prior authorization will not be accepted.
Please note, our warehouse only accepts returns sent via Australia Post with tracking. Personal delivery methods are not permitted.
If you have any questions regarding returns, feel free to reach out to us at info@rackshop.com.au.
Damages and Issues:
Upon receiving your order, please inspect the items and contact us immediately if any are defective, damaged, or if the wrong item was received. We will promptly assess the issue and work to resolve it.
Exceptions / Non-Returnable Items:
- Custom orders and used items are not eligible for returns or exchanges.
- Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges:
The quickest way to ensure you receive the correct item is to return the original item first. Once the return is processed, you can place a new order for the desired item.
Refunds:
Please allow up to 24 business hours for a refund to be processed after the return is approved.
Once we have received and inspected your returned item, we will notify you whether the refund has been approved. If approved, the refund will be issued to your original payment method. Please be aware that it may take some time for your bank or credit card company to process and post the refund.
Shipping costs paid to our freight partners for standard, express, and free delivery orders will be deducted from the refunded amount when processing the refund.
A tracking number from Australia Post is required for each return. Return shipping costs will not be covered unless the item is faulty or significantly not as described.