Return Policy Overview

This overview explains how returns work for orders placed on Rackhams.com. Where a product is sold by an E-Concession Partner, the sales contract is with that partner and Rackhams Customer Services will coordinate the return with them on your behalf.

Change-of-mind returns

For most goods bought online, you have 14 calendar days from receiving the item to tell us that you want to cancel. Once you have told us, you then have a further 14 days to return the goods.

For a change-of-mind return, you’ll normally be responsible for the return cost. Please contact us before sending the item so we can provide the correct return instructions and address.

You may inspect an item as you reasonably would in a shop. A refund can be reduced if the value of the product has been affected by handling beyond what is necessary to establish its nature, characteristics and function.

Items that may be excluded from change-of-mind cancellation

UK distance-selling rules contain exceptions. These can include:

• Goods made to your specification or clearly personalised
• Perishable goods
• Sealed goods that aren’t suitable for return for health-protection or hygiene reasons once the seal has been broken
• Other categories excluded by law

A standard made-to-order product is not automatically the same as a bespoke or personalised product. We’ll consider the nature of the item and the applicable consumer rules when you contact us.

Condition of returned items

Where applicable, clothing and footwear should be unworn and unwashed with original labels attached. Hygiene-sensitive homeware and similar products should be unused, and furniture should be kept in the best possible condition for return. Please retain packaging where reasonably possible, particularly for larger items.

Faulty, damaged or misdescribed goods

Your rights for faulty, damaged or misdescribed goods are separate from the change-of-mind rules. Our published policy offers a no-quibble exchange or refund for faulty goods within 30 days. After that, remedies can include repair or replacement depending on the circumstances.

Nothing in this returns information limits your statutory consumer rights.

Start a return

Submit a support ticket with your order number, product and reason for return. If the item is faulty or damaged, please add photos or a short video where possible.

For the full policy, see Rackhams Returns Policy.