Warranty
Last updated: 17 August 2026
What is covered
HiveRack products are warranted to be free from defects in materials and workmanship for one year from the date your order is shipped, when used as intended and installed according to our instructions. The shipping date is the date shown on your shipping confirmation email.
This covers issues such as:
- welds that crack, separate, or were formed incorrectly
- powder coat that blisters, flakes, or lifts on its own rather than through wear
- threads, fasteners, or captive hardware that fail under normal use
- panels or brackets that are out of specification and do not fit the stated device or rack
- missing or incorrect hardware supplied with the kit
What is not covered
- cosmetic wear from normal use, handling, or installation, including scratches, scuffs, minor dents, and marks around fastener points
- fading, discolouration, or dulling of the finish with age, sunlight, or cleaning products
- rust or corrosion resulting from use outdoors, in high humidity, or in other environments the product is not intended for
- damage caused by modification, drilling, cutting, repainting, or refinishing
- damage caused by improper installation, overtightening, or loads beyond the stated capacity of the product or your rack
- damage caused by accident, misuse, dropping, or transport after delivery
- normal wear of consumable or moving parts
- third-party hardware, rails, or devices used with our products
- any device, component, or data housed in or supported by our products
Who is covered
This warranty applies to the original purchaser and is not transferable.
How to make a claim
Email support@hiverack.net with:
- your order number
- a description of the problem and when it appeared
- photographs clearly showing the issue
We will review the claim and may ask for additional photographs or a short video. Please do not return anything before we confirm the claim, as unauthorised returns cannot be processed.
What we will do
If a claim is valid, we will repair or replace the affected part or product at our option and at our cost. Where repair or replacement is not possible, for example because the product is discontinued or unavailable, we will issue a refund.
Replacement parts and products are covered for the remainder of the original warranty period.
Shipping costs on a warranty claim
Within Canada: we cover shipping in both directions. Where a return is required, we provide a prepaid label.
Outside Canada: we cover the cost of sending the repaired or replacement item to you. If we ask you to send the original item back, the cost of returning it to us is yours. We recommend a trackable service, and the parcel should be declared as Canadian goods returned as set out in our Shipping Policy.
Issues reported within 7 days of delivery are treated as damaged, defective, or incorrect on arrival and are handled under our Return Policy, where we cover shipping in both directions regardless of your location.
In many cases we can resolve a claim from photographs alone and simply send the replacement part, without asking for anything back. We will always tell you before you spend anything on shipping.
Where consumer law in your country requires us to bear the cost of returning non-conforming goods, that law applies and we will cover it. This includes claims made under the legal guarantee of conformity in the European Union and the United Kingdom.
Damage on arrival
Items that arrive damaged, defective, or incorrect are handled under our Return Policy rather than this warranty. Please report these within 7 days of delivery.
Your statutory rights
This warranty is provided in addition to, and does not limit or exclude, any rights you have under applicable consumer law that cannot be limited or excluded. This includes the legal guarantee of conformity in the European Union, your rights under the Consumer Rights Act 2015 in the United Kingdom, and the implied conditions of quality and fitness under the Sale of Goods Act and equivalent provincial legislation in Canada.
Contact
Email: support@hiverack.net
Address: HiveRack, 43 Britain St., Suite A01, Toronto, Ontario, M5A 1R7, Canada