Refund & Returns Policy

RaxWorks Limited – Refund & Returns Policy

30-Day Money Back Guarantee

We offer a 30-day returns window on all orders, starting from the date of purchase.

To arrange a return, you must contact us first so we can provide return authorisation and the correct return instructions.

📧 support@raxworks.co.uk
📞 0800 208 1322

Returns Address:
RaxWorks Limited
132 Wheatley Lane Road
Barrowford, Lancashire
BB9 6QJ

Return Shipping Costs

Return postage is the responsibility of the customer unless:

The item arrives damaged,
The incorrect item was received, or
Delivery exceeded 5 working days and you choose to return the order because of the delay.

In these cases, RaxWorks Limited will provide a prepaid return label or arrange free collection.

We do not charge restocking fees.

Conditions for Returns (Changed Your Mind / Unused Items)

If you wish to return an unused item within the 30-day period, items must be:

Returned in original packaging
In new, unused, and uninstalled condition
Complete with all fixings, accessories, and documentation
Clean and suitable for resale
Sent with your name, order number, and contact details inside the parcel

If an item has been opened but not installed or used, we will still accept the return within the 30-day window for a full refund or exchange.

Customers must contact us before sending any item back to obtain return authorisation.
Items returned without prior authorisation may be delayed in processing.

Faulty or Damaged Items

If your order arrives damaged or becomes faulty within the warranty period, please contact us immediately so we can resolve the issue quickly.

We may request photographic evidence to help assess the problem.

Depending on the situation, we will offer:

A replacement, or
A repair (where applicable), or
A full refund for unusable goods

If the item needs to be returned, we will provide a prepaid return label or arrange free collection.
Customers will not pay any return costs for damaged or faulty items.

Damage on Arrival – What You Must Do

Please inspect your goods immediately upon delivery.

If you notice damage:

Contact us within 7 days of receiving your order.
Provide clear photographs of the damage.
Keep the original packaging where possible.

Pallet Deliveries

For palletised items:

Delivery is curbside only
Customers must inspect the pallet and packaging on arrival
If visible damage is present, refuse delivery

The courier will allow time for external inspection but is not required to wait for full unpacking.

If someone else accepts the delivery on your behalf, they must follow the same inspection steps.

Incorrect Items Delivered

If you receive an incorrect item, contact us as soon as possible.
We will:

Arrange return of the incorrect item at no cost, and
Dispatch the correct item promptly

Warranty & Guarantees

All products purchased from RaxWorks Limited include a 5-year warranty as standard.
This warranty covers manufacturing faults and defective parts from the date of purchase.

Warranty Coverage

If a product develops a fault within the 5-year period:

We will provide a replacement item, not a refund
Refunds are only available within the first 30 days and must meet return criteria
In some cases, the faulty item may need to be returned for inspection and testing before replacement

Returned warranty items must be:

Securely packaged
Clean and safe to handle

Warranty Exclusions

The warranty does not cover:

Incorrect installation
Misuse or accidental damage
Modification of products
Normal wear and tear

Please retain proof of purchase for all warranty claims.

To make a warranty claim

Get in Touch

Free Phone: 0800 208 1322
Email: Support@raxworks.co.uk
Opening Hours: Monday–Saturday 9am–5pm

Address:

RaxWorks Limited
132 Wheatley Lane Road
Barrowford, Nelson
Lancashire
BB9 6QJ
United Kingdom

UK Registered Company Number: 16970728

Refund Processing

All refunds are processed within 7 working days after your returned item has been received and inspected.

Refunds include the product price.
Delivery charges are excluded unless the item was:

Faulty
Incorrect, or
Delivered after 5 working days and returned due to the delay

Refunds are issued to the original payment method used at checkout.

Important Delivery & Installation Disclaimer

Please do not book installers, engineers, or contractors until:

Your goods have arrived
You have inspected them in full
You have confirmed they are correct and undamaged

RaxWorks Limited cannot compensate for:

Missed installation appointments
Contractor fees
Delays caused by couriers
Indirect or consequential losses

By placing an order on RaxWorks.co.uk you agree to all terms listed above.

Delivered via pallet service where applicable.
Delivery is curbside only.
Customer must ensure access.