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Returns and Refunds

Last updated: 29 October 2026

RackFoundry is operated by Lloyd Byatt, a sole trader. Most of our orders are dispatched directly from our UK supply partners, so please always contact us before sending anything back. We will give you the right returns address and, where needed, arrange collection. Items sent back without contacting us first may be delayed in processing. Your legal rights are the same either way.

Email: [email protected]. Please include your order number.

1. Changed your mind? (14-day cancellation right)

If you bought as a consumer, you can cancel your order within 14 days of receiving it (or the last item, if your order arrives in several deliveries), without giving a reason.

How to cancel

  1. Tell us before the 14 days end, by email to [email protected] or by post to 6 Bittern Drive, Biggleswade, Bedfordshire, SG18 8DU, United Kingdom. You can use the form at the bottom of this page, but you do not have to.
  2. We will reply with return instructions and the returns address (usually our supplier's warehouse).
  3. Send the goods back within 14 days of telling us.

Condition of returned goods

  • You can inspect goods as you would in a shop. Please keep the original packaging if you can, as rack cabinets are hard to repack safely without it.
  • If goods have been handled beyond what is needed to inspect them (for example a cabinet fully assembled and drilled or fixed to a wall, or a chassis with components installed), we may reduce the refund to reflect the loss in value. We do not charge a restocking fee for change-of-mind returns.

Return costs for change-of-mind returns

  • Parcel items (10-inch racks, shelves, PDUs, patch panels, chassis, AV shelves): you pay the cost of returning them. We recommend a tracked and insured service, as you are responsible for the goods until they reach us.
  • Bulky and pallet items (19-inch floor-standing cabinets, the APC NetShelter Soundproof and any order delivered on a pallet): these cannot normally be sent back by post. We will arrange collection and deduct the collection cost from your refund. Large cabinets and floor-standing racks typically cost an estimated £40 to £80 to return by pallet or 2-person courier, depending on size and location. We will confirm the exact cost before booking. You can arrange your own suitable carrier if you prefer.
  • Wall cabinets and large 19-inch parcels: return by courier at your cost. Standard parcels typically cost an estimated £8 to £15 to return.

Your refund

  • We refund the price of the goods plus standard outbound delivery (if you chose a faster, more expensive option, we refund the standard rate only).
  • We refund within 14 days of receiving the goods back, or of you giving us proof of return, whichever comes first.
  • Refunds go back to your original payment method via Stripe. Banks can take a few more days to show it.

Business customers: the 14-day cancellation right does not apply to business purchases. See section 12 of our Terms of Sale. We may agree to accept unused returns case by case.

2. Faulty, damaged or wrong items

Your rights under the Consumer Rights Act 2015 are not affected by anything on this page.

  • Within 30 days of delivery you can reject faulty goods for a full refund.
  • Within 6 months you can ask for a repair or replacement. If that is not possible or does not fix the problem, you can get a refund or a price reduction. No deduction for use is made if this happens within 6 months of delivery.
  • After 6 months you still have rights, but you may need to show that the fault was there when the goods were delivered.

What to do

  1. Email [email protected] with your order number, a description of the problem and photos (including of the packaging for transit damage).
  2. We will arrange a return or collection at our cost, or send a replacement part where that solves the problem.
  3. We refund delivery costs as well as the price for faulty goods, including the cost of returning them.

Damage in transit: please check deliveries when they arrive and, if the packaging is visibly damaged, note "damaged" on the courier's device or paperwork. Tell us within 48 hours of delivery if you can. This helps our claim with the courier but does not limit your rights.

Wrong or missing items: kits may arrive in more than one parcel from different suppliers. If something seems missing, check your dispatch emails first, then contact us and we will chase or resend it.

3. Items we may not accept back (change of mind)

  • Goods made, cut or configured to your specification (for example cut-to-size or custom-configured items).
  • Sealed goods that are not suitable for return for health or hygiene reasons once unsealed.

Faulty or misdescribed items are always accepted back under the Consumer Rights Act 2015.

4. Model cancellation form

Copy, complete and send this form by email or post only if you want to cancel your contract. (This is the model form from Schedule 3 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.)

To: RackFoundry (Lloyd Byatt, sole trader)
    6 Bittern Drive, Biggleswade, Bedfordshire, SG18 8DU, United Kingdom
    Email: [email protected]

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract
of sale of the following goods [*]:

Order number:
Item(s):

Ordered on [*] / received on [*]:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

[*] Delete as appropriate.

5. Questions

Email [email protected]. We aim to reply within 2 working days.