Expected processing timescales
We offer a 14-day return and exchange period from the date of delivery. Customers can request a refund or exchange for unused items within 14 days after their order has been delivered.
Please check your order as soon as it arrives and contact us via email if you would like to arrange a return or exchange.
Return shipping costs are not covered unless your order is faulty. All return requests are handled via email, and we will review photos of the items to assess the issue.
Instructions for returns
To be eligible for a return:
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The item must be unused and in its original packaging.
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Proof of purchase is required.
To start a return, please email us at info@rackshop.com.au
Parcels must be returned via our freight partners with a tracking number. Return shipping will only be covered if the order is confirmed as faulty.
Items sent back to the warehouse without prior approval via email will not be accepted. The return freight cost from our partner will be quoted by email before the return is processed, and this fee will be deducted from your refund once it is completed.
We are unable to accept returns for personal orders.
For any return or exchange questions, please contact:
info@rackshop.com.au
Damages and issues
Please inspect your order when it arrives and contact us immediately if an item is defective, damaged, or incorrect. We will review the issue and work with you to resolve it.
Exceptions / non-returnable items
The following are not eligible for refund or exchange:
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Custom orders
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Used items
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Sale items
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Gift cards
Exchanges
The quickest way to receive a replacement is to return the item you have. Once your return is approved, you can place a new order for the item you would like instead.
Refunds
Please allow 2–7 business days for your refund to be processed after your return has been approved.
All costs incurred from additional delivery attempts (including return fees) will be deducted from the order amount when processing the refund.
For any return or exchange request, our team will ask for photos via email for approval. This helps us make a faster decision without needing the item to be physically inspected first in all cases.
Any shipping costs originally paid to our freight partners (including standard, express, or the underlying cost of “free shipping” promotions) will be deducted from your refund.
A tracking number from a commercial shipping company is required for each return. Return shipping and original shipping costs are not covered unless the order is confirmed as faulty.