The Rackcase Company (Tim Jones Ltd) Return Policy

At The Rackcase Company (operated by Tim Jones Ltd), we aim to provide high-quality products that meet your expectations. However, we understand that occasionally you may need to return items. Please refer to the situations below for details on our policies and how to initiate a return:

Change of Mind Returns

If you decide you no longer need your order:

• Items may be returned within 14 days of delivery.
• The item must be in perfect unused condition and resalable as new. All product packaging should be retained and kept as perfect as possible (cut carefully along the tape rather than tearing open!). All included accessories must also be returned.
• Return shipping costs will be your responsibility, and the original shipping cost will not be refunded. Our item costs shown are including a delivery charge.
• Occasionally, a restocking fee may apply for items ordered specially for you (for example where we have imported the product to the UK especially for your order), depending on the specific supplier. Feel free to ask us about any specific rules for the product you plan to order. The majority of our returned orders are NOT subject to a restocking fee.
• Items made to your specification (for example with logo printing, custom designed foam or custom sized flight cases) are not eligible for return unless faulty. In the event of a fault with custom items we may elect to replace with a non-faulty item rather than refund.
• To initiate a return please contact sales@therackcasecompany.co.uk.

Wrong Items Delivered

In the unlikely event you receive items that differ from your order:

• Contact us within 10 days of receiving your order.
• We will arrange collection and cover all return shipping costs.
• Upon us receiving your returned items, the purchaser will be given the option to have the goods replaced with those ordered (if available) or to be refunded through the payment method used when the Goods were purchased.
• To initiate a return please contact sales@therackcasecompany.co.uk.

Faulty Items on Arrival

The Rackcase Company and our suppliers take great care to ensure your item arrives without faults. However, should you receive a faulty item:

• Contact us within 28 working days of receiving the product.
• We will arrange collection and cover return shipping costs.
• Items must be returned in their original condition, including all packaging and documentation.
• Once we receive and verify your goods we will then send a refund (to the original payment method) or a replacement.
• Please note: For items made to your specification (for example with logo printing, custom designed foam or custom sized flight cases) we may elect to replace with a non-faulty item rather than refund.
• To initiate a return please contact sales@therackcasecompany.co.uk. To assist, please provide:
• Photos of the entire product and packaging.
• Close-up images of any damaged areas.
• Receipt from the original order you placed with us.

Faults Occurring Within Warranty Period

If your item develops a fault during the warranty period:

• You are entitled to a repair or replacement under the terms of the manufacturers’ warranty.
• Please contact us to initiate a warranty claim, we will liaise with the manufacturer on your behalf to ensure the best possible resolution. Although your warranty is with the manufacturer, and subject to their terms and procedures, we are sometimes able to achieve an improved result for our customers.
• For example, with the manufacturer’s authorisation we are sometimes able to replace your case from stock in our UK warehouse, rather than you having to wait for a replacement from the manufacturer abroad. The manufacturer then replaces our stock with their next delivery to us.
• With the manufacturer’s permission we can also sometimes offer you the option to send the faulty item to us at our UK warehouse, rather than to the manufacturer abroad.
• To initiate a return please contact sales@therackcasecompany.co.uk. To assist with your claim please provide:
• Photos of the entire product.
• Close-up images of any damaged areas.
• Receipt from the original order you placed with us.
• Your statutory rights are unaffected and you may choose to contact the manufacturer yourself if you wish.

Items Damaged in Transit

If your goods are visibly damaged upon delivery:

• Clearly note the damage on the delivery paperwork.
• Contact us within 10 working days to report the damage and arrange collection.
• We will cover return shipping costs.
• Once we receive and verify your goods we will then send a refund (to the original payment method) or a replacement.
• To initiate a return please contact sales@therackcasecompany.co.uk long with photos of the damaged item and packaging.

Discretion on Returns

The Rackcase Company reserves the right to use discretion in processing returns. Factors we may consider include:

• Use or benefit already obtained from the goods.
• Items that deteriorate or expire rapidly.
• Opened audio/video recordings or computer software.
• Any discounts applied due to quality issues disclosed to the buyer at the time of purchase.

This discretion will always be exercised within the confines of UK law.

Refund and Replacement Timelines

• Refunds: Processed within 14 days of receiving your returned items, although we do aim to refund within 5 days where possible.
• Replacements: Dispatched within 14 days if stock is available, often sooner. If not in stock, items will be sent as soon as available from the manufacturer.

Additional Questions

For any additional questions or assistance, please contact our customer service team at sales@therackcasecompany.co.uk.