Refund policy

Returns and Refunds Policy

Important Notice

By placing an order with Rackpack™, you acknowledge that you have read, understood, and agree to the terms outlined in this Refund & Returns Policy.

These policies are designed to ensure fair order allocation, operational sustainability, and product integrity, particularly where inventory is limited or allocated in advance.

Rackpack™ does not offer a lifetime warranty. Coverage is limited to verified manufacturing defects reported within the stated timeframe below.

Returns

Due to hygiene, product handling, and inventory integrity reasons, returns for change of mind are not accepted.

This policy helps ensure that all customers receive brand-new, unused products.

Refunds & Cancellations

Orders may be cancelled only before they have been shipped or entered shipment preparation.

If a cancellation request is approved prior to shipment, a full refund will be issued to the original payment method.

Once an order has been dispatched or prepared for shipment, it cannot be cancelled or refunded.

Shipping timelines provided at checkout or on product pages are estimates only. Delays may occur due to courier partners, peak periods, customs processing, weather conditions, or other external factors. Delivery delays alone do not constitute grounds for cancellation or refund.

Pre-Orders

Pre-order items are reserved against upcoming inventory and removed from general availability once confirmed.

Pre-orders may be cancelled only before shipment preparation has begun.

Pre-order shipping dates are estimates and may be subject to change due to production or logistics factors. By placing a pre-order, you acknowledge that delays may occur and that pre-orders cannot be cancelled once shipment preparation has begun.

Faulty or Incorrect Items

Rackpack™ offers a 30-day limited warranty covering verified manufacturing defects.

If you believe your item has a manufacturing defect, please contact us at contact@shoprackpack.com with:

  • Your order number

  • Clear photo and/or video evidence of the issue

  • A brief description of the problem

Claims must be submitted no later than 30 days from the delivery date.

Manufacturing defects refer strictly to faults present at the time of production. This does not include:

  • Normal wear and tear

  • Damage from misuse or excessive force

  • Improper detachment from metal surfaces (e.g. rough pulling on the handles)

  • Unauthorised modifications

  • Use outside the product’s intended design

All claims are assessed on a case-by-case basis.

Where a manufacturing defect is verified, Rackpack™ may provide a replacement at its discretion. Refunds are not offered for faulty items.

Claims submitted outside the stated timeframe or without sufficient evidence may not be eligible.

Product Design & Usage

Rackpacks are designed for daily gym use and are equipped with strong N-52 magnets to provide a secure hold on metal surfaces.

Due to the strength of the magnetic attachment, users should detach the Rackpack by supporting the body of the bag rather than pulling solely by the handle strap.

Damage caused by repeated excessive force or improper detachment is not considered a manufacturing defect.

Shipping

Shipping fees are non-refundable once an order has been dispatched. Delivery timelines are estimates and may vary due to courier partners or external factors. While we will do our best to assist with tracking and updates in the event of delays, this does not guarantee cancellation or refund eligibility. For further details, please see our Shipping Policy.

Lost or Missing Parcels

If a parcel is delayed, marked as delivered but not received, or appears to be lost in transit, please contact Rackpack™ within 7 days of the expected delivery date so we can assist with an investigation.

Customers may be asked to check around the delivery location (such as doorsteps, mailrooms, concierge desks, or neighbours) while we follow up with the courier on our end.

If a parcel is confirmed to be lost in transit, Rackpack™ will arrange an appropriate resolution, which may include a replacement or refund, at no additional cost to the customer.

Rackpack™ is not responsible for parcels lost or returned due to incorrect or incomplete delivery information provided at checkout. For further details, please refer to our Shipping Policy.

Contact

For further order-related questions, please reach out to us contact@shoprackpack.com