Policies

Return Policy

Last updated

If a rack is not right, you have seven days from delivery to return it. This page sets out what qualifies, what does not, who pays for the return trip, and how the refund is issued.

Return window
7 days from the date of delivery.
Damaged or wrong item
Report within 2 days of delivery.
Condition required
Unused, undamaged, with original packaging, accessories and documents.
Return delivery cost
Paid by you, unless the item is defective or we sent the wrong one.
Refund processing
7 to 10 business days after we receive and inspect the item.

What can be returned

Items may be returned within 7 days from the date of delivery. To qualify, the product must be in its original condition — unused, free of damage, and complete with its original packaging, accessories and documents. The only exception is damage that happened during delivery, which is covered separately below.

What cannot be returned

Custom or specially manufactured boltless racking may not be eligible for return. It is built to your measurements and cannot be resold. Clearance and promotional items are also non-returnable unless they are defective. If you are unsure which category your order falls into, ask us before you place it.

How to return an item

  1. Contact us

    Email hello@storeroomrack.com or call (65) 6372 1581 with your order details and the reason for the return. Photographs help, particularly for anything damaged.

  2. Wait for approval

    We confirm whether the return is accepted and send you instructions, including the address to send the item back to. Please do not send anything back before the return is approved.

  3. Send the item back

    Pack it as it arrived, with all accessories and documents. Return shipping is at your cost unless the return is due to a defect or an error on our part.

  4. Inspection and refund

    Once the item reaches us we inspect it and let you know whether the refund is approved or rejected. Approved refunds follow within 7 to 10 business days.

Who pays for return delivery

You are responsible for return shipping costs, unless the return is due to a defect or an error on our part — in that case we cover it. The original delivery fee of S$40 is not refundable on a change-of-mind return; it paid for a delivery that was already made. Our delivery and shipping policy explains what that fee covers and how self-collection works.

Refunds

  • We inspect every returned item before approving a refund, and tell you the outcome either way.
  • Approved refunds are processed within 7 to 10 business days, to the method you originally paid with.
  • Shipping fees are not refundable.

Exchanges

For a defective or damaged product, we offer an exchange within 7 days of delivery. Contact us with your order details and we will arrange it.

Damaged or incorrect items

If your order arrives damaged, or we sent the wrong item, tell us within 2 days of delivery. We will arrange a replacement or a full refund, including any applicable shipping fees. Photographs of the item and the packaging speed this up considerably.

Returns and the warranty are different things

A return is for an item you no longer want, or one that arrived wrong. A manufacturing fault that shows up after you have been using the rack is a warranty matter, and every rack carries 1 year of cover against manufacturing defects. The warranty page sets out what is included, what is excluded, and how to claim.

Questions about a return

Email hello@storeroomrack.com, call (65) 6372 1581 during office hours, or use the details on our contact page. Have your order number and the delivery date ready and we can usually resolve it in one call.

Frequently Asked Questions

How long do I have to return a rack?

Seven days from the date of delivery. Within that window the rack must still be unused and in its original condition, with the packaging, fittings and any documents that came with it. Racks that have been assembled, loaded or marked are no longer in original condition. If a part is faulty rather than unwanted, the warranty terms apply instead and the seven-day window is not the limit.

Who pays for return delivery?

You do, unless the return is because the item is defective or because we sent the wrong thing — then we cover it. The original delivery fee is not refunded on a change-of-mind return, because the delivery itself was already performed. Our delivery and shipping policy explains what that fee covers and when self-collection avoids it altogether.

Can I return a custom-made or clearance rack?

Custom or specially manufactured racking may not be eligible for return, because it is cut and built to your measurements and cannot be resold. Clearance and promotional items are non-returnable unless they are defective. This is why measuring properly matters: our storeroom measuring guide walks through the numbers people most often get wrong.

A part arrived damaged. What should I do?

Tell us within 2 days of delivery, with photographs of the damaged part and the packaging. We will arrange a replacement or a full refund, including any shipping fee that applies to that item. Do not assemble around a damaged component — a bent frame or beam will not carry its rated load. Report it first, and see the warranty page for faults found later.

How long does a refund take?

Once the returned item reaches us we inspect it and tell you whether the refund is approved. Approved refunds are processed within 7 to 10 business days, back to the method you originally paid with. Shipping fees are not refundable. The payment methods we currently accept are listed in our terms and conditions.