The way back

Anything you bought goes back to our retail partner, on their terms and inside their window, because they took the payment and they hold the order. There is no separate return process on this site and no address here to send a parcel to.

Start it from the order, not from us

Open the order in your account with the retail partner and follow their returns flow. It will produce whatever the carrier needs and tell you the window you are inside. Writing to us first only adds a day, because we cannot see the order at all.

Two things that make a return go smoothly

• Keep the carton until you are sure. A rack goes back the way it came, and a flat box is far easier to hand to a carrier than an assembled frame and a bin bag of connectors.
• Photograph a fault before you take the frame apart. A picture of a split weld or a missing connector settles the question in one message.

If the frame is faulty rather than wrong

Tell us as well as them. A cracked collar or a caster that arrives without its pin is something we want to know about, because it points at a batch rather than at your unlucky box, and that is a thing we can fix at our end. Write to [email protected] with the model and a photograph.

What we cannot do is issue money. That sits with whoever took it.