I have received a Faulty Product

We’re sorry your item has developed a fault. Rackhams Customer Services will help you get this looked at and, where the product was supplied by an E-Concession Partner, we’ll coordinate with that partner on your behalf.

Report the problem to us

Please submit a support ticket and include:

• Your order number
• The product name
• A clear description of the fault
• When the problem first appeared
• Photos or a short video showing the issue, where possible
• A contact telephone number if a collection may be required

If the item arrived damaged in transit, please tell us as soon as possible. Reporting transit damage promptly helps us raise the necessary claim with the carrier.

If the item is faulty within 30 days

Our published Returns Policy provides a no-quibble exchange or refund for faulty goods reported within 30 days. We’ll confirm the appropriate return arrangements with you.

If the fault develops after 30 days

Depending on the circumstances, the next step may be a repair or replacement. We’ll liaise with the E-Concession Partner and keep you updated while the issue is investigated and resolved.

Any manufacturer or product warranty is in addition to your statutory consumer rights and does not replace them.

Please don’t return the item before contacting us

Wait for our return instructions before sending the product anywhere. This makes sure it goes to the correct return address and that any collection or return label can be arranged where applicable.

Report a faulty product