RAT RACE RETURNS POLICY
Rat Race have teamed up with Royal Mail to provide a quick and easy tracked returns service. Simply visit the below link and follow the instructions. If you do not have access to a printer at home a QR code will be provided in your return confirmation email, simply take this to your local post office (with printing service) and they will print the label for you. £2.99 will be deducted from your refund for using this service, exchanges will be processed free of charge.
For suspected faulty or damaged products please email email@example.com before using the above service.
When you receive your item, you have up to 60 days to change your mind and send it back to us.
We will exchange or refund all items which:
- Are returned to us within 60 days of receipt
- And are returned to us in perfect condition for resale, i.e. unused, with their original packaging and with the labels
Refunds and exchanges will be processed within 14 days of receipt of your return.
We won’t refund you for items which have been customised for you and you may be charged a fee to return these to you– for example bespoke t-shirt prints – unless they are faulty. Our event merchandise is made to order and delivered directly from our printers, for this reason we cannot accept returns on these items.
Items that have been customised with event patches (such as thermal jackets and bags) can only be returned for store credit.
Re-selling safety equipment and underwear is not in anyone’s interest – it causes risk to safety and hygiene. Therefore, we will point you in the direction of the manufacturer in the case of the following items:
- Medical packs
- Emergency and Safety Equipment
- Items with mouth pieces such as hydration packs, except when a manufacturer's seal on the mouthpiece has not been broken and the containers have not been filled.
Things might not always go to plan. Items could be mis-delivered, or spam folders could catch your emails. Therefore, if you have any doubts, it’s best to email us at firstname.lastname@example.org where our customer service team will be happy to deal with your queries.
If any product we supply fails prematurely during intended use as described on our product description due to a manufacturing defect we will provide you with a replacement or repair, if this is not possible you will be issued a refund. Email us at email@example.com and we will arrange everything for you.
Please ensure that you inform us as soon as possible after receiving your goods of any damage to avoid any delays in receiving a replacement or refund. Due to the technical nature of some of the products we sell, in the event that the product has been used at least once, we will need to send it to the manufacturer to confirm that the product defect is due to a manufacturing fault - we will get in contact with you on hearing their findings.
If you return an order that was delivered with a free promotional product or bundle, this free product must also be returned. Failure to do so will result in the in the retail value of the free product being deducted from the refund amount.
What if I have received my parcel, but they were not the goods ordered?
Mistakes are rare, but they might happen. In the unlikely event that we have sent you the incorrect goods, then first of all we apologise. Please email us at firstname.lastname@example.org as soon as you discover a mistake and we will arrange a pre-paid shipping service for the incorrect product and arrange a replacement. If you are outside the UK Mainland, please contact email@example.com to arrange reimbursement for your returns cost on this faulty or wrong item. Please note it is our policy not to reimburse any UK postage costs as we provide a pre-paid service, and will always instruct our customers to use it. Customers must always send back their order with an accompanying note identifying themselves and the reason for return - this will ensure we can process your return quickly.
Rat Race Store Limited - G10
Hurstwood Business Centre
If you return an item to us outside of the terms of our returns policy and your statutory rights do not apply we may not refund you. We will offer to return the item to you at your own expense, and will notify you of the cost. Once you have paid this sum we will return the item to you. If you choose not to have us return the item on these terms, send the item back to us again, or refuse to accept delivery, this will be deemed as an irreversible instruction for us to dispose of your goods without further notice. This will not constitute any admission that we have failed to honour in full our obligations to you and will not constitute any unlawful action against the goods.
Customised items cannot be returned unless faulty.
items with an embroidered event patch added can only be returned for store credit as they are made to order.
Factory seconds returns
We cannot accept returns for known issues with products sold as factory seconds.
Camping and tent hire orders
Bell tent, serviced camping packages and campsite passes will be fulfilled at the event for which they were ordered. These orders fall within our Event terms and conditions that can found on the relevant event website or can be seen at this link http://www.ratraceevents.info/terms-conditions/.
Cancelling an order
Should you wish to cancel an order, in most cases you have the legal right to do this within 7 working days of receiving the order. However, this does not apply to certain products such as personalised items and perishable goods.
If you wish to cancel, you must inform us in writing (firstname.lastname@example.org), quoting your order number, within 7 working days following the day you received the goods and you must also take reasonable care of the goods. What do we mean by reasonable care? We would consider that reasonable care has not been taken of the goods, for instance, if you have used them to an extent beyond what would be reasonable if examining them in a shop before purchase.
If you cancel an order we will require that you return the goods to us in good time, with the original packaging and at your own expense to the address below. If your require assistance in returning a large item we can offer a collection service. Please enquire as to its cost with our customer services team.