Return and Refund Policy
At Rack Kayak (https://rackkayak.com), your comfort and satisfaction are our top priorities. We want you to feel confident in your purchase of our office chairs. If you’re not completely satisfied, we’re here to make the return and refund process simple and transparent.
This policy applies to all orders placed through our website and is aligned with your consumer rights, including your right of withdrawal.
1. Overview
This Return and Refund Policy is part of our Terms and Conditions and should be read together with our Privacy Policy and Shipping Policy. By shopping at https://rackkayak.com, you agree to the terms outlined below.
2. Return Eligibility
2.1 Return Window
You may return eligible office chairs within 30 days of receiving your order. We do not accept returns beyond this period.
2.2 Right of Withdrawal
As a consumer, you have the right to withdraw from your purchase within 14 days of receiving the product, no explanation required.
To request a return or withdrawal, contact us
Phone: +1 (502) 584-0878
2.3 Condition of Returned Items
To qualify for a return and full refund, office chairs must be:
- In new, unused condition
- In their original packaging
- Free from visible wear, damage, or missing parts
- Returned with all manuals, tools, and included accessories
2.4 Non-Returnable Items
We do not accept returns on:
- Customized or personalized office chairs
- Assembled chairs that show signs of use
- Items marked final sale or non-returnable at checkout
3. How to Return an Item
3.1 Return Request
To initiate a return:
- Email us at support@rackkayak.com or call us at +1 (502) 584-0878
- Include your order number, contact info, and reason for return
3.2 Return Address
All approved returns should be shipped to:
513 E Maxwell St, Lexington, KY 40502, USA
3.3 Packing Instructions
- Use original packaging when possible
- Ensure items are well-packed to avoid damage in transit
- Include all components, manuals, and accessories
3.4 Return Shipping Costs
- If the return is due to an error on our part (e.g., wrong or defective item), we will provide a prepaid return label
- If the return is due to customer preference (e.g., changed mind), the customer is responsible for return shipping costs
4. Refund Policy
4.1 Refund Method
Refunds will be issued only to the original payment method used at checkout.
4.2 Processing Time
Once your return is received and inspected, your refund will be processed within 3–5 business days. Additional time may be required by your bank.
4.3 Full Refunds
You will receive a full refund (including tax and shipping) if:
- The item is returned within the 30-day window
- The item is in unused, original condition
- All parts and documentation are included
4.4 Partial Refunds
We reserve the right to offer a partial refund if:
- The item shows signs of use
- Original packaging or components are missing
- The chair is returned in damaged condition not due to our error
5. Exchanges
We do not offer direct exchanges. To exchange an item, return the original product and place a new order on https://rackkayak.com.
6. Damaged or Defective Items
6.1 Damaged on Arrival
If your office chair arrives damaged, notify us within 48 hours of delivery. We’ll replace the product or issue a refund at no cost.
6.2 Defective Chairs
If your chair has a manufacturing defect, contact us within 30 days for a return label and a replacement or refund.
7. Missing or Late Refunds
If your refund hasn’t arrived:
- Check your bank account
- Contact your credit card provider
- If still unresolved, contact us at support@rackkayak.com
8. Gifts
If the item was marked as a gift, the refund will be issued to the original purchaser. We do not offer store credit or gift returns at this time.
9. Special Cases
9.1 Bulk Orders
Returns for orders of 5 or more chairs may require additional steps. Contact our support team for return instructions.
9.2 Custom Orders
Custom-built or personalized office chairs are not eligible for return unless defective.
9.3 Promotions and Bundles
If you return part of a bundle or promotional offer, your refund may be adjusted to reflect the discount.
10. Restocking Fees
We do not charge restocking fees for eligible returns made within the return window.
11. Contact Us
For help with returns, contact our customer support team:
Email: support@rackkayak.com
Phone: +1 (502) 584-0878
Address: 513 E Maxwell St, Lexington, KY 40502, USA
Hours: Monday–Friday, 8:00 AM – 5:00 PM EST
12. Policy Updates
We may update this policy occasionally. All updates will be reflected on this page with the new effective date. Changes will not affect returns already in process.