Delivery Tracking

1. How can I track my Order ?

   Once product is shipped, an SMS and E-mail on registered contact number and e-mail id is sent to the buyer containing courier company name and tracking number (airway bill number). You can track the order on the courier company’s website with the airway bill number or you can simply go to the Buyer workbench and see the current status

2. How long does it take to deliver the Order ?

   The product is dispatched as per the lead time displayed on the website next to the product. Once shipped, it could take anywhere between 3-10 days depending on the address specified. Please note that delivery timelines mentioned are estimates and actual delivery time is based on availability of product and address where it is to be delivered.

3. What if my Order is not delivered as per the timeline?

   On rare occasion that your order is delayed, please check messages on your email id or mobile for updates. Please get in touch with us in case of an escalation.

4. Can I accept the package after checking the contents inside it?

   As per company policy, a package can’t be opened before accepting delivery. In case you have a concern after receipt, you can get in touch with us for resolution.

Returns & Cancellation

1. Can I cancel my order?

   We advise you to be sure of the requirements and reach out to us to clarify any doubts before ordering. The order can be cancelled before it is dispatch by calling or writing to customer support

2. Can RacknSell cancel my order?

   RacknSell can cancel the order under following circumstances

   • If the delivery address is incomplete, wrong or not serviceable by our logistics partner.
   • If RacknSell is not able to fulfil the requirement in committed timeline due to product non-availability.
3. Can I return the product delivered to me?

   Product can be returned under following circumstances

   • Product is physically damaged / defective
   • Wrong product has been delivered
   • Packaging has visible damages

   However, return can’t be processed under following circumstances

   • Product is damaged because of use or handling by the customer
   • Any part, item, consumable has been used or missing
   • Invoice / price tags/ labels/ brand packaging/ promotional material / manuals are missing
   • The Products have been tampered with or the serial number marking has damages
   • Items that are mentioned as Exempted/non-returnable items in product catalogue
4. How can I return the product?

   Pl ensure following before initiating a return

   • Product is not used.
   • Brand packing is intact and all tags/ labels should be in place.
   • Invoice is available

   You must initiate return process within 7 days of receipt by calling or writing to customer support. If the product is available on the portal, replacement shall be made. Else order will be cancelled.

5. When do I get the refund?
   • If the refund is requested before the shipment is dispatched, refund shall be initiated within a day of receiving the call or email.
   • For accepted returns, refund shall be initiated after a quality check is completed on the returned item.

   For cash on delivery orders, we will get in touch with you to get bank details for processing refund.

Payment

1. How can I pay?

   You can pay multiple ways for your purchase – Bank transfer (Net Banking / NEFT / RTGS), DD, Credit / Debit cards.

2. What if my payment was interrupted?

   In case of a payment failure, please retry ensuring that information passed on to payment gateway is accurate. If your account is debited after a payment failure, it is normally rolled back to your bank account within 7 days. In case payment has been successfully made to us, the order shall be placed by us. Please reach out to us to confirm if you have any queries.

3. Is my information safe?

   We use the trusted payment gateway partners that use secure encryption technology to keep your transaction details secure and confidential at all times. Also, we don’t store any of your financial information with us.

4. What does RacknSell do to prevent fraud?

   We take fraud detection and prevention very seriously and take steps to ensure that all transactions are genuine and authorized. We along with our online payment partners monitor the online payments continuously for any suspicious activity. Any fraudulent activity is flagged for manual investigation and the transaction is kept on hold till its veracity is confirmed.

5. Are there any hidden and/or additional charges?

   The prices appearing on the checkout stage are final and all inclusive. Additional delivery charges may apply as per company policy and they too are visible on the checkout stage.

Warranty

1. Is Warranty applicable to product I buy on RacknSell?

   All products sold on RacknSell are subject to Manufacturer’s warranty.

2. How do I avail warranty if needed?

   Please follow the instructions provided in the information booklet or user manual to avail warranty services. RacknSell will help facilitate but warranty claim settlement is carried out by the manufacturer as per their warranty terms.