Racks Point · Last updated: July 25, 2026
We want you to shop with confidence. On this page, we explain in clear language when you can return an order, how to do it, and how long it takes to refund your money. If something isn't quite right, email us at info@rackspoint.com and we'll sort it out with you.
If you are purchasing as a private consumer, you have 14 calendar days to withdraw from your purchase without needing to justify your decision and without any penalty.
The period begins to count from the day you, or a person designated by you, receive the order. If the order arrives in multiple shipments, the period counts from the receipt of the last shipment.
The product must be returned complete, with all its components and hardware, and in its original packaging whenever possible.
You can unpack and inspect it, just as you would in a physical store. However, if the product loses value because it has been handled beyond this inspection—for example, if it has been assembled and used, is scratched or dented, or parts have been lost—we may deduct the amount corresponding to that loss of value from the refund.
The direct cost of returning the product is your responsibility, unless the item arrived defective, damaged during transport, or was not what you ordered: in those cases, we will cover the entire cost.
Please note that shelving units and pallet racking systems are bulky and heavy, and their return transport can be expensive. Contact us before sending anything and we will advise you on the most economical option.
We will refund everything you have paid, including standard shipping costs for the original order. If you chose a shipping method more expensive than the standard one, the difference will not be refunded.
| Period | A maximum of 14 calendar days from when you notify us of your withdrawal. |
|---|---|
| Method | The same payment method you used for the purchase (card or transfer), unless you agree otherwise with us. It will not incur any charges for you. |
| Withholding | We can wait until we have received the product —or you have provided proof of shipment— before issuing the refund. |
As well as returning an order, you can exchange it for another item within the same 14-day period and under the same conditions: the product must come back complete, unassembled and in its original packaging.
| How to request one | Write to info@rackspoint.com with your order number and the item you would like instead. We will confirm availability and any price difference. |
|---|---|
| Who pays the shipping | Shipping costs for the exchange are yours, unless the reason is a faulty product, damage in transit or an item different from the one you ordered: in that case we cover them. |
| What cannot be exchanged | Made-to-measure products and those configured to custom dimensions, for the same reason they carry no right of withdrawal. |
Consumer regulations exclude from the right of withdrawal goods manufactured according to the customer's specifications or clearly personalized. At Racks Point, this affects:
This does not affect your rights if the product arrives defective, damaged, or does not match the quote: in that case, we will repair it, replace it, or refund your money.
Catalog products configured with standard options (dimensions, number of levels, or color that we already offer) do allow withdrawal under the general terms of this page.
Please inspect your order upon receipt. If you detect transport damage, indicate it on the carrier's delivery note if possible and notify us within 24 to 48 hours; this will allow us to file a claim with the carrier.
If the product is defective or does not correspond to what you ordered, please email us with your order number and some photographs. We will arrange for collection, and you can choose between repair, replacement, price reduction, or refund, as appropriate. The costs will be borne by us.
All our products come with a 3-year legal warranty of conformity from delivery, as recognized by current Spanish legislation. The warranty covers manufacturing and conformity defects; it does not cover normal wear and tear from use, damage due to incorrect assembly, overloading beyond the indicated capacity, or use other than intended.
Remember that the maximum load we indicate is per shelf or level, with the load evenly distributed and the structure correctly assembled and leveled.
The 14-day right of withdrawal is a right for private consumers and does not apply to purchases made by companies, freelancers, or professionals in the course of their business.
Nevertheless, at Racks Point we study returns from professional clients on a case-by-case basis. Write to us and we will find a solution. The legal warranty for conformity defects does apply under the terms provided for business-to-business relationships.
If we have not yet dispatched your order, you can cancel it free of charge by writing to us at info@rackspoint.com. We will refund the full amount using the same payment method.
Racks Point
Email: info@rackspoint.com
Phone: +34 960 320 268
Form: rackspoint.com/contacto
Always provide your order number (format RP-…) so we can help you faster.
If you are not satisfied with our response, you may use the European Commission's online dispute resolution platform, available at ec.europa.eu/consumers/odr, or the consumer protection authorities in your country.
