Returns and Refunds
We want you to be happy with your order. This policy explains your rights to cancel, return, or obtain a refund, and the limited exclusions that apply. It should be read alongside our Terms of Service. Nothing in this policy affects your statutory rights as a consumer under UK law.
Our 30-day guarantee
We offer a 30-day money-back guarantee on eligible products. If you change your mind, you may return unused items in their original condition within 30 days of delivery for a refund, subject to the exclusions below. This is in addition to your legal right to cancel within 14 days under the Consumer Contracts Regulations.
Cancelling an order
You can cancel an order at any time before it has been dispatched. If you have paid and need to change or cancel, please contact us as soon as possible at info@rackerman.co.uk, ideally within 12 hours, so we can stop the order before processing begins. Once an order has been prepared or dispatched, it is treated as a return rather than a cancellation.
Faulty or damaged items
If any product arrives defective, damaged, or not as described, please contact us promptly with photos and your order number. We will arrange a replacement or full refund, including any delivery costs, at no charge to you. Please inspect heavy and palletised items on delivery where possible and report any visible damage straight away.
Returning unwanted items
For eligible items returned because you have changed your mind:
- Contact us within 30 days of delivery to arrange the return.
- Items must be unused and in their original, resaleable condition.
- You are responsible for the cost of return delivery, and for ensuring goods are returned safely. We recommend using a tracked or insured service for heavy items.
- Once we receive and inspect the returned goods, we will process your refund to your original payment method.
Items we cannot refund
Some items are exempt from the right to return or refund, except where they are faulty or not as described:
- Cut-to-size and made-to-order items. Because these are cut or produced to your specification, they cannot be returned or refunded. This includes steel sections cut to your specified lengths (universal beams, universal columns, angle, channel, box and rectangular section, flat, square and round bar) and any other product made or cut to order. Please check your measurements carefully before ordering.
We are also unable to refund where an order fails to arrive due to factors within your control, such as an incorrect delivery address being provided at checkout.
How to start a return
To start a return or refund, email us at info@rackerman.co.uk with your order number and the reason for return. We will confirm the next steps and, where applicable, provide a return address.
Questions before you order
If you are unsure whether an item can be returned, or you need advice on specification or sizing, please contact us before placing your order. We are always happy to help you get the right product first time.
Last updated: May 2026