Warranty & Product Responsibility

Rack N Rail – Quality Assurance & Customer Protection

At Rack N Rail, we take immense pride in the craftsmanship, durability, and long-term performance of every product we create. We manufacture our pipe-based racks, shelving systems, handrails, brackets, and custom-built structures using high-quality steel, premium fittings, and carefully sourced wood. We want every customer to feel confident when purchasing from us, which is why we provide a transparent, fair, and legally compliant warranty that reflects our commitment to quality and responsible manufacturing.

This page explains your warranty rights, what is covered, what is not covered, and how we handle product responsibility under UK consumer law.

Our Warranty Commitment

Rack N Rail provides a 12-month limited warranty on all standard products purchased through our official store.
 This warranty applies to manufacturing defects in materials or workmanship under normal domestic or commercial use.

Our warranty aims to guarantee that the products you receive will:

  • Be free from structural defects at the time of delivery.
  • Functions as intended when installed correctly.
  • Meet the quality standards described on our website and product pages.
  • Provide long-lasting performance when used and maintained appropriately.

If a product fails due to a manufacturing defect within the warranty period, we will repair, replace, or partially refund the item depending on the nature of the issue.

What does the warranty cover?

The Rack N Rail warranty covers defects originating during production, including:

• Structural Integrity Issues

Such as bending, weld problems (where applicable), or failure of metal joints under normal use.

• Faulty pipe fittings or connectors.

Any issues with clamp fittings, screws, or joints that stop the product from functioning properly.

• Manufacturing Imperfections

Such as misaligned components, incorrect sizing, or machining errors affecting performance.

• Wood Components

Warping, cracking, or significant material defects present at delivery (when wood is included).

• Missing or Incorrect Parts

If any essential components are missing or incorrect, we will send replacements free of charge.

• Finish or Coating Faults

The warranty does not cover issues such as premature peeling paint or coating imperfections that do not stem from external damage.

What the Warranty Does NOT Cover

To remain fair and compliant with UK consumer law, certain circumstances fall outside the warranty:

• Damage caused by an incorrect installation

If the product fails due to improper installation or failure to follow our installation guidelines.

• Misuse, Overloading, or Modifying Products

Including:

  • Overloading clothing racks beyond reasonable weight limits
  • Using products for unintended commercial or industrial applications
  • Drilling, welding, or altering product components
  • Applying harsh chemicals or exposing the product to excessive moisture or outdoor conditions (unless stated as suitable)

• Normal wear and tear.

Minor aesthetic changes, surface scratches, or natural ageing of materials are examples of normal wear and tear.

• Wood Variations

Natural characteristics, such as grain variations, minor colour changes, or knots in wood, are examples of normal wear and tear.

• Accidental Damage After Delivery

This includes dents, scratches, or damage caused during assembly that is not attributed to a product fault.

• Improper Handling by Third Parties.

If couriers, movers, shopfitters, or contractors damage a product after successful delivery, it is their responsibility.

Product Responsibility & Safe Use

Rack N Rail products are crafted to be safe, sturdy, and reliable. However, safe and responsible use ensures long-lasting performance.

Your Responsibilities as a Customer:

To maintain product safety and structural integrity:

  • Ensure the product is assembled exactly according to provided instructions.
  • Use proper wall fixings suitable for your wall type (plasterboard, brick, concrete, etc.).
  • Avoid exceeding recommended load capacities.
  • Inspect screws and fittings periodically to ensure they remain tightened.
  • Do not use the product outdoors unless explicitly stated as suitable.
  • Ensure children do not climb or pull on wall-mounted structures.

Our Responsibilities as a Manufacturer:

We are responsible for:

  • Designing products that meet reasonable safety standards.
  • Using durable materials appropriate for their intended purpose.
  • We make sure to provide clear installation and usage guidelines for our products.
  • We ensure that the products we deliver align with their descriptions and photos.
  • Complying with UK consumer rights regulations, including the Consumer Rights Act 2015.

Claiming a Warranty—How It Works

To claim a warranty for a defect in your product, simply contact us using the following information:

  • Your order number
  • Photos or videos showing the issue
  • A short explanation of what happened
  • Confirmation of how the product was used or installed

We will assess your claim within 2–4 business days and offer one of the following solutions:

• Replacement of defective components

If a specific part is faulty, we will replace it free of charge.

• Full product replacement

If the defect affects the entire item.

• Partial refund

Offered in cases where the product is still usable but has a minor manufacturing defect.

• Full refund (rare cases)

Issued only if the product is fundamentally defective and cannot be repaired or replaced.

Exclusions for Commercial Environments

Some Rack N Rail products are suitable for light commercial use, but because commercial settings often experience heavier and more frequent handling:

  • Warranty periods may vary depending on the product.
  • Damage caused by heavy commercial wear and tear may not be covered.

Please contact us for specific guidance if using our products in retail, hospitality, or other high-traffic environments.

Limitation of Liability

To comply with UK law and maintain transparency:

  • Rack N Rail is not responsible for indirect losses, including business interruption, loss of earnings, or damage resulting from misuse or improper installation.
  • Our liability is limited to the cost of the product purchased.
  • We do not accept responsibility for injuries caused by incorrect installation or misuse.

This limitation does not exclude liability for:

  • Fraud
  • Negligence causing injury
  • Any rights you are entitled to under the Consumer Rights Act 2015

Your statutory rights always remain protected.

Your UK Consumer Rights

This warranty works alongside your statutory consumer rights, which include:

  • The right to receive goods that are as described
  • The right for products to be fit for purpose
  • The right to receive goods of satisfactory quality

If your product does not meet these standards, you may be entitled to a repair, replacement, or refund under UK law—regardless of our internal warranty terms.

Contacting Us for Warranty Support

To submit a warranty claim or request help with product issues, please contact:

Phone: +447588202705

Email: info@racknrail.co

Business Hours: 10:00 AM-7:00 PM (Mon-Fri), Greenwich Mean Time (London).

We aim to respond to all queries within 24 hours during business days.

Please include your order number and detailed photos so we can assist you quickly.

Final Notes

Our goal at Rack N Rail is simple:
 To create durable, stylish, and functional industrial-style systems that last for years and remain safe in your space.