Refund policy

At JET Rack® UK, we want you to be completely satisfied with your purchase. In addition to your statutory rights, products purchased directly from us are covered by our 30-day money-back guarantee.

30-day returns

You may request a return within 30 days of receiving your order.

To start a return, contact us at info@jetrack.co.uk with your order number and details of the product you wish to return. We will provide return instructions and the appropriate return address.

Please do not send products back without contacting us first.

Returned products should be complete and include all components originally supplied.

You are entitled to inspect a product in the same way that you reasonably could before purchasing it. If a product has been used, installed, modified, damaged or handled beyond what is reasonably necessary to inspect it, we may make an appropriate deduction from the refund to reflect any reduction in its value.

Return shipping

For change-of-mind returns, you are responsible for the cost of returning the product to us unless we agree otherwise.

We recommend using a tracked delivery service, as the returned product remains your responsibility until it reaches us.

If a product is faulty, damaged or incorrectly supplied, we will arrange or reimburse reasonable return costs where appropriate.

Refunds

Once your return has been received and inspected, we will confirm whether the refund has been approved.

Approved refunds will be made to your original payment method.

For UK consumers exercising their statutory right to cancel within 14 days of delivery, we will also refund the cost of our standard outbound delivery service where applicable. Additional amounts paid for premium or expedited delivery are not refundable beyond the cost of standard delivery. These rules reflect UK distance-selling requirements.

For returns made after the statutory cancellation period but within our voluntary 30-day money-back guarantee, the original delivery charge is not normally refundable unless the product is faulty or we agree otherwise.

Refunds will be processed within 7 days of us receiving the returned goods, subject to any lawful deductions.

Faulty or damaged products

If your product arrives damaged, develops a fault or is not as described, please contact us as soon as possible at info@jetrack.co.uk.

Please include your order number and, where possible, photographs showing the issue.

Your rights in relation to faulty goods are separate from our 30-day money-back guarantee and Lifetime Warranty. Nothing in this policy limits your statutory rights. UK customers retain their legal remedies for goods which are faulty, not as described or not fit for purpose.

International returns

Customers outside the UK may also use our 30-day returns policy.

Unless the item is faulty or incorrectly supplied, international return shipping costs are the customer's responsibility.

Customs duties, import taxes or other charges paid directly to customs authorities or third parties cannot normally be refunded by us.

Contact

JET Rack® UK
Stow A Stepladder UK Ltd
Email: info@jetrack.co.uk
Telephone: 0333 772 1713