Return and Refund Policy

At Racks & Rollers, we aim to provide reliable industrial storage and warehousing products. This Return and Refund Policy explains the conditions under which returns, replacements, cancellations, and refunds may be accepted.

1. General Policy

Our products include industrial racking, shelving, mezzanine, storage, and customized warehouse solutions. Due to the nature of these products, many items may be made to order, customized, project-specific, heavy-duty, or installation-based.

Returns and refunds are accepted only under the conditions mentioned in this policy.

2. Standard Products

For standard products purchased through our website, a return or replacement request may be considered only if:

• The product received is damaged
• The wrong product was delivered
• The product has a manufacturing defect
• The product is different from the confirmed order specifications

The issue must be reported within 48 hours of delivery with clear photos, videos, invoice copy, order number, and delivery details.

3. Customized Products

Customized, made-to-order, project-based, fabricated, modified, specially sized, colour-specific, or site-specific products are not eligible for return or refund once the order is confirmed or production has started.

This includes products customized based on dimensions, load capacity, layout, site requirements, drawings, colour, finish, or customer-approved specifications.

4. Non-Returnable Conditions

Returns will not be accepted in the following cases:

• Product has been used, installed, altered, damaged, or modified
• Product is damaged due to misuse, overloading, improper handling, or poor site conditions
• Product damage is reported after 48 hours of delivery
• Product was ordered with incorrect specifications from the customer’s side
• Product was manufactured as per approved drawing, quotation, or customer confirmation
• Product packaging or parts are missing
• Product was damaged during customer-side unloading, shifting, storage, or installation
• Product was installed by a third party without our supervision

5. Cancellation Policy

Order cancellation requests must be made before the order is processed, dispatched, or moved into production.

For standard products, cancellation may be accepted if the order has not been dispatched.

For customized or made-to-order products, cancellation will not be accepted once design, procurement, fabrication, production, or customization has started.

Any approved cancellation may be subject to deduction of payment gateway charges, processing fees, design charges, material procurement cost, or other expenses already incurred.

6. Refund Process

If a refund is approved, it will be processed to the original payment method used at the time of purchase, wherever possible.

Refund processing time may vary depending on the bank, payment gateway, or payment service provider. Racks & Rollers is not responsible for delays caused by banks or payment gateway providers.

7. Duplicate or Failed Payment

If payment is deducted but the order is not confirmed, or if duplicate payment is made, customers should contact us with transaction details.

After verification, eligible refunds will be processed through the original payment method or other approved method.

8. Replacement

If the product is found to be damaged, defective, or incorrect due to our error, we may offer replacement, repair, correction, or refund depending on the nature of the issue.

Our team may require inspection before approving any replacement or refund.

9. Shipping and Handling Charges

Shipping, transportation, unloading, installation, packaging, payment gateway charges, and handling charges are non-refundable unless the issue is due to an error from our side.

Return shipping or reverse logistics, wherever applicable, may be chargeable to the customer unless otherwise approved by Racks & Rollers.

10. How to Request a Return or Refund

To request a return, replacement, cancellation, or refund, please contact us with the following details:

• Order number
• Invoice copy
• Customer name and contact number
• Product details
• Reason for request
• Photos or videos of the issue
• Delivery date
• Payment transaction reference, if applicable

Contact details:

Racks & Rollers
Website: https://racksandrollers.com/
Email: info@racksandrollers.com