Refund policy

RETURN AND REFUND POLICY
Only products in resaleable condition are eligible for return within 30 days of purchase. Products must be returned with all original components, in their original packaging, and accompanied by the return order confirmation provided by Rackmount.IT.
Missing components will be charged and deducted from your refund. Custom-made or discounted products are non‑returnable.
Shipping costs, import duties, and taxes are not refundable.

Any order returned due to an incorrect purchase or incomplete/incorrect address information will incur a 15% restocking fee. The purchaser is responsible for entering correct order and address information. Orders are automatically processed and cannot be amended after the invoice has been issued.

All purchases made in the webshop are shipped DAP (Delivered at Place). Depending on the delivery destination, import duties and taxes must be paid at the door or via the UPS payment link. Deliveries returned to sender due to refusal to pay import duties will be charged for return shipping costs and a restocking fee. These fees will be deducted from your refund.

RETURN PROCEDURE
If you purchased your product through a distributor:
Please contact your distributor directly. They will assist you with your request.

If you purchased your product via our webshop:
You can submit a return request through the customer portal.
Log in and go to your Orders page. When you open the relevant order, you will find a button to request a return.

If your product is eligible for return, Rackmount.IT will issue a return order confirmation and, if requested, a return label.
Return shipping costs will be deducted from your refund. The return order confirmation will state the refund amount, excluding any charges for missing components.
Unauthorized return shipments will be refused upon delivery.

After your return has been received at our warehouse, the products will be inspected for condition, missing components and damages. Once approved, a refund will be issued to the original payment method, and a credit invoice will be provided for your administration.

COMPLAINTS
If you purchased through a distributor:
Please report your complaint or defect to your reseller/distributor.
Include:

  • photos
  • a description of the defect,
  • the batch number (located on the product label).

The reseller/distributor will communicate with Rackmount.IT to find a suitable solution and inform you accordingly.

If you purchased via our webshop:
Please send an email to claims@rackmount.it including:

  • your order number
  • photos
  • a description of the defect
  • the batch number (located on the product label).


Solutions may include, but are not limited to:

  • Replacement of the unit
  • Refund via reseller/distributor
  • Shipping of replacement parts (e.g., cables/connectors)


If you have any questions about our return and refund policy, please contact your local Sales department.