At Racked Out Inc., we want our customers to be satisfied with their purchases. Please review the following policy carefully before placing an order.
Returns
Eligible products may be returned within 30 days of the delivery date.
To qualify for a return, the product must be:
- Unused;
- Uninstalled and unassembled;
- Undamaged;
- In its original condition; and
- Returned in its original packaging.
All returns require prior written authorization from Racked Out Inc. Products returned without authorization may be refused.
To request a return authorization, please contact us with your order number, the product being returned and the reason for the return.
Return Shipping
Customers are responsible for all return shipping and transportation costs unless the product:
- Arrived defective or damaged;
- Was supplied incorrectly; or
- Is materially different from the product description provided at the time of purchase.
Products must be packaged securely for return. Racked Out Inc. is not responsible for damage that occurs during return transportation arranged by the customer.
Restocking Fee
Approved returns are subject to a 20% restocking fee. This fee will be deducted from the approved refund amount.
Any applicable restocking fee will be disclosed before the purchase is completed.
Non-Refundable Delivery Charges
Original shipping, freight and delivery charges are non-refundable, except where the return results from an error by Racked Out Inc. or where otherwise required by applicable law.
Additional charges incurred for expedited shipping, special handling, equipment, site delivery or unsuccessful delivery attempts are also non-refundable.
Refunds
Once an approved return has been received and inspected, we will notify the customer whether the refund has been approved.
Approved refunds will be issued to the original payment method, less the applicable 20% restocking fee and any non-refundable shipping, delivery or handling charges.
Please allow reasonable processing time for the refund to appear. The timing may vary depending on the customer’s bank, credit-card provider or payment processor.
Final-Sale Products
The following products are final sale and cannot be returned, exchanged or refunded:
- Custom or made-to-order products;
- Fabricated, cut or modified products;
- Engineered products;
- Special-order products;
- Used materials;
- Clearance or liquidation products;
- Installed or assembled products; and
- Products that have been used, damaged or removed from their original packaging.
Customers are responsible for confirming all quantities, measurements, specifications, capacities, colours, configurations and site requirements before approving a custom, engineered or special order.
Damaged, Incorrect or Missing Deliveries
Customers should inspect all products immediately upon delivery.
Visible damage, incorrect products, shortages or missing items must be reported to Racked Out Inc. within 48 hours of delivery. The report should include:
- The order or invoice number;
- A description of the issue;
- Photographs of the products and packaging; and
- A copy of the delivery receipt, where available.
Customers should note visible damage or shortages on the carrier’s delivery receipt before signing whenever reasonably possible.
Failure to report an issue within 48 hours may affect our ability to investigate the matter or submit a freight claim. However, this reporting period does not limit any rights or remedies that cannot legally be excluded or waived.
Order Cancellations
Requests to cancel an order must be submitted in writing.
Standard stocked-product orders may be cancelled only if the order has not yet been processed, prepared or shipped.
Custom, fabricated, engineered, cut, made-to-order or special-order products cannot be cancelled once materials have been ordered, drawings have been approved or production has begun.
Racked Out Inc. reserves the right to deduct any costs already incurred when approving a cancellation.
Legal Rights
Nothing in this policy is intended to limit, exclude or waive any rights or remedies available under applicable consumer-protection legislation that cannot legally be limited, excluded or waived.