The Rackhams Guarantee is our promise that you’ll have a supported shopping experience when you buy from Rackhams.com — whether your product is supplied directly by Rackhams or fulfilled by one of our approved E-Concession Partners.
Rackhams is your main point of contact
You shouldn’t have to work out which seller or supplier to chase when you need help. Rackhams Customer Services remains your primary point of contact from pre-sale questions through to order updates and after-sales support.
We work with our partners for you
If your order is supplied by an E-Concession Partner, we’ll liaise with that partner where necessary to help resolve delivery, return, refund or product issues fairly and promptly. Our partners are expected to meet Rackhams’ operational and customer-service standards while selling through our marketplace.
Returns, refunds and product issues
Returns and refunds are handled in line with our published Returns Policy. If there is a problem with a partner-supplied product, Rackhams Customer Services will coordinate with the relevant partner and keep the support process moving.
Does the Guarantee replace my legal rights?
No. The Rackhams Guarantee is provided in addition to your statutory consumer rights under UK law. It doesn’t replace or limit those rights, and it doesn’t replace any manufacturer warranty that may also apply.
What isn’t guaranteed?
The Guarantee doesn’t promise a specific delivery date unless one is expressly stated at checkout, and it doesn’t guarantee price matching, product availability or performance beyond the product description.
Read the full Rackhams Guarantee
You can read the full terms on our Rackhams Guarantee page. If you need help with an order, submit a support ticket and our Customer Services team will help.
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