Return & Refund
Return & Refund Policies
Return Policy
14-Day Return Window: We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Please note that returns are only accepted if the item remains unopened and the original packaging is completely undamaged.
Shipping Fee Responsibility: Please note that rackmountai.com is not responsible for product shipping fees and return shipping costs that are not caused by rackmountai.com.
Eligibility Criteria: To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
Prior Authorization Required: Items sent back to us without first requesting a return will not be accepted. If you do not get return permission in advance, all relevant responsibilities will be borne by you.
Second-Hand Goods (No Warranty): For all second-hand Goods without warranty. If the product is faulty, please contact us within 24 hours of receiving the package. After this period, we will only provide repair assistance.
How to Start a Return: To start a return, you can contact us at [email protected] on the day of receipt. If your return is accepted, we’ll send you instructions on how and where to send your package. You can always contact us for any return-related questions at [email protected].
Return Address: ROOM 63, 7/F, WOON LEE COMMERCIAL BUILDING, 7-9 AUSTIN AVE, TSIM SHA TSUI, KOWLOON, HONG KONG, 999077
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
Inspection & Approval: We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.
Original Payment Method: If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Refund Processing Fee Notice: Please note that refunds from some payments will incur a platform fee; therefore, 2% ~ 8% may be deducted from the total amount returned.
Refunds of Orders in Transit
In-Transit Policy: If your order has already been sent, please note that we won’t be able to issue a refund on parcels in transit. Customs Detainment/Refusal: If your item is at customs and you wish to initiate a return or refuse the parcel, please note that you will be liable for local customs taxes, initial shipping costs, return shipping costs, and associated local taxes. These fees will be detracted from your refund once it has been approved and only when the order has reached us back safely.
After-Sale Issue & Responsibility Matrix
After-Sale Issue
Specific Problem
Problem Confirmation
Responsibility Assign
Solution
1. Logistics Problem
Shipping delay
Pick-up delay
Service provider responsibility
Compensate customer, require compensation from service provider
System delay
rackmountai.com responsibility
Compensate customer
Payment delay
Client responsibility
—
Custom clearance delay
Package check during clearance
No responsibility assigned
—
Force majeure
No responsibility assigned
—
Shipped with sensitive products
Service provider responsibility
Compensate customer
Import country requirement
Client responsibility
—
Delivery delay
Wrong address provided
Client responsibility
—
Absence of receiver
Client responsibility
—
Wrong address input by staff
rackmountai.com responsibility
Compensate customer
2. Quality Issue
Outer parts damage
Package damaged
Service provider responsibility
Compensate customer, require compensation from service provider
Package not damaged
rackmountai.com responsibility
Compensate customer
Do not work when plugged in
—
rackmountai.com responsibility
Return for repair