Refund Policy

Racking Protection and Management Limited makes every effort to make sure that we ship the right product, to the right person, at the right time to the right place and at the right price. If something has changed or has gone wrong and you wish to return an item please raise an RMA request by agreeing to the terms and conditions below. This document explains our policies. Please note that there is a difference between Business Customers and Consumers*

Please be aware that any discrepancies between your order and the goods received must be flagged in within 2 days of receipt of the items.

Terms

  1. "Business Customer" means a customer who is not a Consumer.
  2. "Consumer" means an individual who is not acting for the purposes of his or her business or profession.

Cancellation policy

If a consumer or business account wishes to cancel a web order there will be no charge for doing so if you email us at accounts@rackingpm.co.uk quoting the order reference number or your PO number, before the item is dispatched.

If the item has already been dispatched then the best advice is do not open it when it arrives. Customers may then arrange for it to be returned to us (at your expense) within fourteen days of the goods arriving. Please ensure that your item is adequately re-packaged, preferably using the original outer packaging, otherwise a re-stocking fee of 15% may be applied.

The goods must be un-used and be received by us in a re-saleable condition including all accessories, packing etc. within fourteen days of the goods being signed for by the customer. You will be required to organise and pay for the return delivery and you should arrange insurance against loss or damage to the goods whilst in transit otherwise these could be your responsibility.

Non-Faulty Returns Conditions

In the event that we, at our absolute discretion, agree to accept the return for credit of unwanted products, the Goods must be returned with our prior written agreement within 14 days of delivery. The Goods must be unopened, with the manufacturers' seals intact and in perfect re-saleable condition. All non-faulty returns are liable to a 15% restocking fee, unless incorrectly supplied by Racking Protection and Management Limited. Incorrectly supplied items must be returned in their original condition, or a re-stocking fee of 15% will be charged. Original condition: accessories, manuals, software & warranties must be enclosed in their original packaging and be undamaged. Securely re-package the item/items in the same way they were sent to you.

Faulty Items under Warranty

If you should encounter a fault please raise an RMA request by agreeing to the terms and conditions below, you will need to quote our order number, the date of purchase and the serial number of the faulty item. Once Racking Protection and Management Limited has confirmed that the faulty product is still under warranty and the item cannot be repaired Racking Protection and Management Limited will send out a replacement. Replacement items may be either new or equivalent to new, and be identical or equivalent specification.

RMA Procedure

  1. Please raise an RMA request by agreeing to the terms and conditions below. This is required for the return of all items to Racking Protection and Management Limited regardless of the reason for return.
  2. As explained above, items should be returned in their original condition.
  3. Once you have received your RMA number, securely re-package the items in the same way they were sent to you (ideally inside the original outer box). If the original box or packaging is marked or damaged in any way a re-stocking fee of 15% may be applied.
  4. Ensure the package has the RMA number is clearly visible on the outer box otherwise the package cannot be accepted.
  5. Ensure our full address is clearly displayed on the outside of the package, using a label: Racking Protection and Management Limited, Sunrise House, Hulley Road, Macclesfield, Cheshire SK10 2LP.
  6. Once goods have been received we will return the replacement item to you.
  7. Please note that any discrepancies between your PO and the goods received must be flagged up within 2 days of receipt of the items.