Refund policy

Rack Systems (Engineering) Limited t/a Shelved

Refund Policy

1. Consumer Rights to Return and Receive a Refund

    1.1 For most products bought online you have a legal right to cancel the contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 within 14 days and receive a refund. 

    1.2 However, the cancellation right referred to in clause 1.1 above does not apply to:

    1.2.1 any Products that are made to your specification or which are clearly personalised; or

    1.2.2 any Products which become mixed inseparably with other items after their delivery. 

    1.3 Your legal right to cancel a Contract starts from the date of our acceptance of your order, which is when the relevant Contract between us is formed.  Your deadline for cancelling that Contract is then 14 days after the day on which you receive the Products, unless your Products are split into several deliveries over different days, in which case you have 14 days after the day you receive the last delivery.

    1.4 To cancel a Contract in accordance with your legal right to do so as set out in this clause 1, you just need to let us know that you have decided to cancel.  The easiest way to do this is to complete the cancellation form, which can be accessed by clicking here). If you use this method we will e-mail you following receipt to confirm we have received your cancellation.  You can also e-mail our Customer Services team at or write to us at Shelved, 1 Wits End, Kirkby Mills Industrial Estate, Kirkbymoorside, York, England, YO62 6PG.  If you are emailing us or writing to us please include details of your order to help us to identify it.  If you send us your cancellation notice by e-mail or by post, your cancellation is effective from the date you send us the e-mail or post the letter to us. 

    1.5 If you cancel any Contract we will:

    1.5.1 refund you the price you paid for the Products the subject of the Contract.  However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the Products, if such reduction has been caused by you handling them in a way which would not be permitted in a shop (this would include assembling and disassembling the products before cancellation).  If we refund you the price you paid before we are able to inspect the Products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount; 

    1.5.2 refund any delivery costs you have paid, although as permitted by law, the maximum refund will be the cost of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method).  For example, if we offer delivery of a Product within one to three working days at one cost but you choose to have the Product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option; and 

    1.5.3 make any refunds due to you as soon as possible and in any event within the deadlines indicated below:

    (a) if you have received the Products: 14 days after the day on which we receive the Products back from you or, if earlier, the day on which you provide us with evidence that you have sent the Products back to us.  For information about how to return Products to us, please see clause 1.8 below;

    (b) if you have not received the Products: 14 days after you inform us of your decision to cancel the relevant Contract. 

    1.6 If you wish to return the Products to us under this clause 8 because they are faulty or mis-described, we will refund the price of the Products in full, together with any applicable delivery charges and you must allow us to collect the Products from you.  You will not be charged for collection.

    1.7 We will refund you on the credit card or debit card used by you to pay. 

    1.8 If any Product has been delivered to you before you decide to cancel the Contract under which that Product has been delivered:

    1.8.1 you must return the Product to us without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the relevant Contract.  As most of our Products are not suitable for posting, you must allow us to collect the Product from you, unless otherwise agreed in writing.  Please call customer services on 01751 432647 or email us at to arrange collection;

    1.8.2 unless the Product is faulty or not as described (in such circumstance please see clause 1.6 above), you will be responsible for the cost of returning the Product to us.  Unless otherwise agreed, our charges for collection are £100.00 per design/product configuration ordered. 

    We will never charge you more than the direct cost to us of collection.  

    1.9 Because you are a consumer, we are under a legal duty to supply Products that are in conformity with the relevant Contract.  As a consumer, you have legal rights in relation to Products that are faulty or not as described.  These legal rights are not affected by your right of return and refund in this clause 1 or anything else in these Terms.  Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.