Return & Refund Policy

Last Updated: June 11, 2026

If there is a problem with an item you receive, including damage, a product defect, or an incorrect item, please contact our customer service team at support@rouserack.com so we can review the issue and determine the appropriate resolution.

1. GENERAL RETURN POLICY

Except where otherwise required by applicable law, purchases made through rouserack are generally considered final sale.

We do not normally accept returns or exchanges for reasons such as:

  • Change of mind
  • Personal preference
  • Ordering the wrong item, color, or variation
  • No longer needing or wanting the product
  • Other voluntary return requests unrelated to a product defect or fulfillment error

However, we may provide assistance when an order arrives:

  • Damaged during delivery
  • With a verified manufacturing defect
  • With an incorrect item
  • With another confirmed fulfillment issue

2. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your order promptly after delivery.

If an item arrives damaged, defective, or materially different from the item you ordered, contact us within 7 calendar days of confirmed delivery.

Please email:

support@rouserack.com

To help us review your request efficiently, include:

  • Your order number
  • The email address used when placing the order
  • A description of the problem
  • Clear photographs showing the item and the issue
  • Photographs of the shipping package, where relevant
  • A short video if the issue cannot be clearly demonstrated through photographs

Please retain the product and original packaging while your claim is being reviewed.

3. RETURN AUTHORIZATION AND RETURN ADDRESS

If rouserack determines that a physical return is required, our customer service team will provide return instructions before the item is sent back.

Please do not return products without first contacting us and receiving confirmation. Unauthorized returns may not be identifiable or eligible for processing.

Unless otherwise instructed by our customer service team, approved returns should be sent to:

Return Address:
1607 Providence Cir
Orlando, FL 32818
US

Please ensure that your return package includes or clearly references your order number so that we can identify the shipment.

Customers should follow the return instructions provided by our support team, including any packaging, shipping, or documentation requirements applicable to the approved return.

4. REFUND PROCESSING

If a refund is approved, it will generally be issued to the original payment method used for the purchase unless another method is required or agreed upon.

After the refund has been processed by rouserack, the time required for the funds to appear in your account depends on your bank, card issuer, or payment provider.

In many cases, this may take approximately 5–12 business days, though actual processing times can vary.

rouserack does not control processing delays imposed by financial institutions or payment providers.

5. REFUND EXCEPTIONS

We may be unable to approve a refund, replacement, or other remedy where:

  • The issue is reported outside the applicable claim period
  • Requested evidence is not provided
  • The product has been damaged after delivery through misuse, accident, or improper handling
  • The product has been materially altered or modified
  • The issue reflects normal wear and tear rather than a manufacturing defect
  • The item received matches the product ordered and there is no verified defect or fulfillment error
  • The request otherwise does not qualify under this policy

6. ORDER AND PACKAGE ISSUES

Some orders may be shipped in more than one package or from different fulfillment locations.

If you believe an item is missing, please review all tracking numbers and shipment notifications associated with your order before submitting a claim.

If your tracking information indicates that a package has been delivered but you cannot locate it, we recommend first checking:

  • Around the delivery location
  • With household members
  • With building management or reception
  • With neighbors, where appropriate
  • With the shipping carrier

7. POLICY CHANGES

rouserack may update this Return & Refund Policy from time to time to reflect changes in our business practices, services, or legal requirements.

The version applicable to your purchase will generally be the policy in effect when your order was placed, except where otherwise required by applicable law.

CONTACT ROUSERACK

For questions about a damaged item, incorrect shipment, refund request, return authorization, or this policy, please contact our customer service team.

Store Name:
rouserack

Legal Business Name:
KEQINLIMS INC

Email:
support@rouserack.com

Phone:
+1 916-462-1696

Customer Service Hours:
9:00 AM – 5:00 PM ET

Business Address:
1528 E Routt Ave
Pueblo, CO 81004
US

Return Address:
1607 Providence Cir
Orlando, FL 32818
US

Website:
https://rouserack.com/