Refund policy
Last updated: 17 September 2026
We want you to be completely satisfied with your purchase from Shelving Racking Co. Our returns process is simple and fully in line with your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
Do we accept returns?
Yes. You can return unused items within 14 days under your right to cancel, and faulty, damaged or incorrect items are always put right at no cost to you. The details are below.
Your right to cancel (change of mind)
If you are a consumer, you have the right to cancel your order for any reason within 14 days of receiving your goods. To cancel, email sales@shelvingracking.co.uk with your order number. You then have a further 14 days to return the goods to us.
- Items should be unused, in their original condition and, where possible, in their original packaging.
- We do not charge a restocking fee.
- Return postage for change-of-mind returns is paid by the customer. We can arrange collection of large or heavy items on request and will confirm the cost with you before booking.
- Your refund, including the standard outbound delivery charge, will be issued within 14 days of us receiving the goods back (or of you providing proof that you have returned them).
Faulty, damaged or incorrect items
Please check your delivery on arrival. If an item arrives damaged, faulty, or is not what you ordered, contact us as soon as you can — ideally within 48 hours so we can raise a claim with the courier — at sales@shelvingracking.co.uk with your order number and clear photos of the item and packaging. We will arrange a replacement, repair or full refund at no cost to you, including any return carriage. This does not affect your statutory rights, which include the right to reject faulty goods within 30 days for a full refund.
How to start a return
- Email sales@shelvingracking.co.uk with your order number and the reason for return.
- We will confirm the return address and, for heavy items, arrange or quote collection before anything is booked.
- Please keep proof of postage or collection until your refund or replacement is confirmed.
Return address
Returns are arranged by contacting us first so we can confirm the correct address for your item. Unless we give you an alternative address, goods should be returned to:
Shelving Racking Co (Express Matting Services Ltd)
Unit 1B Summit Works, Manchester Road
Burnley, Lancashire, BB11 5HG
United Kingdom
Non-returnable items
Bespoke, made-to-order or cut-to-specification items produced to your requirements cannot be returned under the change-of-mind right unless they are faulty, damaged or incorrect. Your statutory rights for faulty goods always apply.
Exchanges
If you would like a different size, colour or item, contact us and we will help. Exchanges are subject to stock and are processed as a return of the original item and a new order for the replacement.
Refund processing
Once your return is received and inspected, we will email you to confirm. Approved refunds are issued to the original payment method within 5 working days of approval (and always within 14 days of receiving the goods). If a refund appears delayed, please check with your bank or card provider first, then contact us if you still need help. Where you paid using Klarna or a digital wallet, the refund is returned through that same provider.
Business customers
Orders placed by businesses are covered by our Terms & Conditions. Change-of-mind returns for business orders are accepted at our discretion within 14 days, in unused resaleable condition, with return carriage paid by the customer. Faulty or incorrect goods are always replaced or refunded.
Business & Contact Details
| Trading name | Shelving Racking Co |
| Registered company | Express Matting Services Ltd |
| Company registration no. | 07000887 (England & Wales) |
| VAT number | GB987256073 |
| Registered & trading address | Unit 1B Summit Works, Manchester Road, Burnley, Lancashire, BB11 5HG, United Kingdom |
| Returns address | Unit 1B Summit Works, Manchester Road, Burnley, Lancashire, BB11 5HG, United Kingdom (contact us first) |
| sales@shelvingracking.co.uk | |
| Phone | +44 1282 270214 |
| Support hours | Monday to Friday, 08:30–17:00 (UK time) |
| Response time | We aim to reply within one working day |