Can I return or exchange a product?

Yes. If you need to return an item, Rackhams Customer Services will help you through the process and, where the product was supplied by an E-Concession Partner, we’ll coordinate with that partner on your behalf.

Changed your mind?

For most items bought online, you can tell us that you want to cancel your purchase within 14 calendar days of receiving the item. Once you’ve told us, you then have a further 14 days to send the item back.

For change-of-mind returns, you’ll normally be responsible for the return cost. Please wait for the return instructions before sending anything, as the item may need to go directly to the E-Concession Partner that fulfilled your order. We recommend using an insured, tracked service where you arrange the postage yourself.

Some products are excluded from change-of-mind returns, including certain personalised, perishable and sealed hygiene products once opened. Our full Returns Policy explains the exclusions.

Can I exchange an item?

In many cases the quickest option is to return the original item for a refund and place a new order for the item you want. This lets the replacement order be processed and tracked separately. We’ll confirm the best option for your particular order when you contact us.

What if the item is faulty?

Faulty items are treated differently from change-of-mind returns. If a product develops a fault within 30 days, our published policy offers a no-quibble exchange or refund for faulty goods.

After 30 days, your rights may include a repair or replacement depending on the circumstances. We’ll work with the relevant E-Concession Partner to arrange the appropriate next step. Product warranties are in addition to, and do not replace, your statutory consumer rights.

How do I start a return?

Submit a support ticket and include your order number, the product you want to return and the reason for the return. Please include photos or a video if the item is damaged or faulty.

You can also read our full Returns Policy for more information.

Not sure where to send it back? See Where do I send my return?