Refund policy

Rack IT Systems LLC sells equipment to contractors, integrators and IT teams. Returns follow the rules our distributors set for us, so the terms below keep close to theirs.

The short version

• Ask for a return within 30 days of delivery.
• Products must be unused, in the original box with all accessories and documentation.
• Every return needs an RMA number from us first. Shipments without one are refused.
• A restocking fee of up to 15% may apply. We waive it when the mistake is ours.

How to start a return

Email support@rackit.com with your order number, the part number and what went wrong. We'll reply with an RMA number and the address to ship to, which is often the distributor's returns center rather than our office. Write the RMA number on the outside of the box and ship it within 15 days of receiving it.

Arrived damaged or dead

Tell us within 48 hours of delivery and keep all packaging. For freight deliveries, note the damage on the delivery receipt before the driver leaves; carriers routinely deny claims when the receipt was signed clean. Send photos of the box and the product and we'll replace it or refund it in full, including shipping, at no cost to you.

A product that fails on arrival is handled as a defective return for 30 days after delivery. After that, the manufacturer's warranty applies, and we will help you open the case.

Who pays the shipping

• We do when the item is damaged, defective on arrival, or not what you ordered.
• You do when the item is no longer needed, was ordered in error, or doesn't suit the application. Original shipping charges are not refunded.

What we can't take back

• Items marked non-returnable on the product page. Some manufacturers do not accept returns at all, and we'll say so before you buy.
• Special orders and products brought in specifically for you.
• Opened software, licenses, subscriptions and activation keys.
• Cut-to-length cable and other customized goods.
• Products that were installed, modified, or damaged after delivery.

Refunds

Once the return reaches the returns center and passes inspection, we refund to the original payment method within 5 business days. Card refunds usually appear within another 5 to 10 days, depending on your bank. Accounts on terms are credited against the open invoice.

Cancellations

Orders can be cancelled before they ship. Once an order is released to the warehouse we usually cannot stop it, and it becomes a return.

Questions before you buy

If you're not sure a product fits the application, ask first. We would rather answer a question about plug types or outlet counts than process a return.