International Refunds & Returns Policy

Applicable Markets: United Arab Emirates · Hong Kong · Japan · Malaysia · Thailand
Effective Date: July 1, 2026

Retail Rack is committed to ensuring every purchase feels just right. If something doesn’t meet your expectations, we’ll work with you to resolve it quickly, fairly, and with care.

When Refunds Are Available

Damaged, Defective, Incorrect, or Missing Items

If your item arrives damaged, defective, missing parts, or is the wrong product, we will issue a full refund or replacement (when available). Issues must be reported within 7 days of delivery.

Required Evidence:

  • Clear photos or videos of the item
  • Packaging and shipping label
  • A short video or image demonstrating the defect or incorrect item

Note: Damaged packaging alone does not qualify for a refund if the product is intact and functioning.

Non-Delivery or Lost Packages

A refund or reship is available when:

  • There is no tracking movement or confirmed non-delivery beyond 60 days from the shipping date.
  • Tracking shows “Delivered” but the package was not received (requires a non-delivery certification from the carrier/postal authority).

Replacement Unavailable

If a valid return is approved but a replacement is not available, a full refund will be issued.

Pre-Shipment Cancellation

Orders may be cancelled within 8 hours of placement if fulfillment processing has not begun.

Non-cancellable items:

  • Print-on-demand
  • Custom
  • Personalized
  • Pre-order items

When Refunds Are Not Available

Refunds cannot be issued for:

  • Change-of-mind returns (store credit only)
  • Items showing signs of wear, washing, odors, or alteration
  • Customer-caused damage or misuse
  • Items returned outside the return window
  • Unauthorized returns without an RMA number
  • Digital products once accessed
  • Customized, personalized, or print-on-demand items
  • Final sale or clearance items
  • Customs duties, import taxes, or original shipping fees

Change-of-Mind Returns (Store Credit Only)

Change-of-mind returns are accepted only for eligible apparel categories and result in store credit excluding original shipping charges and issued as a digital Retail Rack Gift Card. Store credit does not expire.

Return Window

  • Change-of-Mind returns must be requested within 14 days of delivery.

Return Shipping Costs

  • Return shipping costs for change-of-mind returns are the responsibility of the customer. Retail Rack does not provide prepaid return labels for change-of-mind returns.

Eligible Categories

  • Apparel
  • Shoes
  • Evening Dresses
  • Party Dresses
  • Women’s Jeans
  • Men’s Business Attire

Items must be:

  • Unworn
  • Unwashed
  • Undamaged
  • Odor-free
  • In original packaging
  • With original tags attached

Non-Eligible Categories

Kitchen Essentials · Home Décor · Lighting · Electronics · Jewelry · Watches · Bags & Accessories · Pet Care · Emergency Readiness · Barware · Beauty · Bed & Bath · Bridal · Fitness · Sunglasses · Lingerie · Swimsuits · Gift Cards · Custom · Personalized · Print-on-Demand · Final Sale Items · Clearance Rack items

These categories are non-returnable except in cases of defect or fulfillment error.

Restocking Fee

All change of mind returns must meet Retail Rack's condition standards. Returned merchandise is inspected at our facility before store credit is issued.

If an item does not meet the required condition standards — including signs of wear, washing, damage, odors, missing packaging, missing tags, or misuse — one of the following outcomes will apply:

A 40% Restocking Fee

A restocking fee of 40% will be deducted from the store credit amount for items that fail inspection but are still eligible for resale

Return to Customer at Their Expense

If an item is not eligible for resale or store credit, it will be returned to the customer. Return shipping costs are the responsibility of the customer.

No Physical Return Required in Most Cases

Most damaged, defective, incorrect, or missing item claims do not require a physical return. Follow the instructions provided by our support team.

If a physical return is required, an RMA number will be issued.

RMA Return Process (If Required)

  • Email returns@retail-rack.com within 14 days of delivery to request an RMA number.
  • Do not ship items without an approved RMA — unauthorized returns will not be accepted.
  • Ship using a trackable method and retain your tracking number.

Send returns to:
Retail Rack – Product Inspection & Processing Center
2 Pegasus Trail, Sparta, NJ 07871, USA

Refund Processing Timeline

Refunds are initiated within 5–10 business days after:

  • A non-delivery claim is approved, or
  • A returned item passes inspection

Additional bank processing times:

  • UAE: +3–5 business days
  • Hong Kong: +2–5 business days
  • Japan: +3–7 business days
  • Malaysia: +3–5 business days
  • Thailand: +3–5 business days

How Refunds Are Issued

  • Refunds are issued to the original payment method
  • Refunds are issued in the original purchase currency
  • If your payment method is expired, contact support@retail-rack.com
  • A confirmation email is sent once refund processing begins
  • Change-of-mind returns store credits are issued via a Retail Rack Gift Card excluding original shipping charges within 5-10 business days and sent the email on file

How to Request a Refund

Email support@retail-rack.com with the subject line:
Refund Request – [Order Number] – [Country]

Include:

  • Full name
  • Order number
  • Description of the issue
  • Photos/videos (required for defective or incorrect items)
  • Delivery date or last tracking update
  • Preferred resolution (refund or reship)

Our team responds within 24–48 hours.

Contact Us

General Support: support@retail-rack.com
Returns: returns@retail-rack.com
Live Customer Service: customerservice@retail-rack.com (Sat–Sun, 8 AM–4 PM EST)

Chat support is available 24/7 on our website.

Retail Rack reserves the right to update or modify this policy at any time without prior notice.