Return Policy

Last updated: 17 August 2026

HiveRack products are designed and shipped from Toronto, Canada. Please read this policy before ordering, as it sets out the limited circumstances in which we accept returns.

If you have any questions about fitment, dimensions, or compatibility with your hardware, contact us at support@hiverack.net before you place your order. We are happy to confirm details in advance.

Change of mind

We do not accept returns, exchanges, or refunds for change of mind. This includes orders placed in error, incorrect model or form factor selected, and products that fit as specified but no longer suit your build.

The only exception is where a right of return is required by law. If you are a consumer in the European Union or the United Kingdom, see "European Union and United Kingdom: right of withdrawal" below.

Cancelling an order before it ships

You may cancel any order at no cost, for any reason, as long as your order has not yet been dispatched.

Email support@hiverack.net with your order number as soon as possible. If we receive your request before the order leaves our facility, we will cancel it and refund the full amount, including shipping, to your original payment method. Once an order has been handed to the carrier it can no longer be cancelled under this section.

Damaged, defective, or incorrect items

Please inspect your order on delivery.

If your item arrives damaged, defective, or is not the item you ordered, contact us at support@hiverack.net within 7 days of delivery with:

• your order number
• a description of the problem
• photographs of the item and, for shipping damage, the outer packaging

We will evaluate the issue and, where confirmed, send a replacement at our cost. We cover shipping in both directions for these cases and will provide a return label or arrange collection where required. Do not ship anything back before we confirm the return, as unauthorised returns cannot be processed.

Where a replacement is not possible, for example because the product is out of stock, discontinued, or otherwise unavailable, we will issue a refund to your original payment method instead. Approved refunds are issued within 10 business days of approval. Your bank or card issuer may take additional time to post the funds.

Issues reported after 7 days from delivery are handled under our warranty rather than this section.

Warranty

Our product warranty is set out separately at hiverack.net/pages/warranty and applies in addition to this policy.

Nothing in this return policy or in our warranty limits or excludes any right 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.

Non-returnable items

The following cannot be returned or refunded:

• gift cards
• custom, made-to-order, modified, or personalised items produced to your specification

European Union and United Kingdom: right of withdrawal

If you are a consumer in the European Union or the United Kingdom, you have the right to withdraw from this contract within 14 days without giving any reason. This right applies in addition to everything above, and takes precedence over the "Change of mind" section.

Withdrawal period. The period expires 14 days after the day on which you, or a third party other than the carrier indicated by you, acquire physical possession of the goods. Where your order is delivered in more than one shipment, the period runs from the day you receive the last item.

How to withdraw. Inform us of your decision by an unequivocal statement, for example an email to support@hiverack.net or a letter to HiveRack, 43 Britain St., Suite A01, Toronto, Ontario, M5A 1R7, Canada. You may use the model withdrawal form below, but you are not obliged to. It is sufficient that you send your communication before the withdrawal period expires.

Effects of withdrawal. We will reimburse all payments received from you, including the cost of delivery, except for any supplementary cost resulting from your choice of a delivery type other than the least expensive standard delivery we offer. Reimbursement will be made without undue delay and in any event no later than 14 days from the day on which we are informed of your decision, using the same means of payment you used for the original transaction, and you will not incur any fees as a result. We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent them back, whichever is earlier.

Returning the goods. You must send the goods back without undue delay and in any event no later than 14 days from the day you communicate your withdrawal. You bear the direct cost of returning the goods. You are liable only for any diminished value resulting from handling the goods beyond what is necessary to establish their nature, characteristics, and functioning. Opening the packaging to inspect the product does not affect your right to withdraw.

Exceptions. The right of withdrawal does not apply to goods made to your specifications or clearly personalised.

Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract.

To: HiveRack, 43 Britain St., Suite A01, Toronto, Ontario, M5A 1R7, Canada, support@hiverack.net

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

Ordered on / received on:

Order number:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

Returns shipped from outside Canada

Where a return is authorised and you are shipping to us from outside Canada, please help us receive the parcel cleanly:

• ship only after we have confirmed the return and given you the return reference
• declare the parcel as Canadian goods returned, quote your order number and the return reference on the customs paperwork, and state the original value
• do not send the parcel with duties or brokerage charges billed to the recipient, as parcels arriving with charges payable by us may be refused
• use a trackable service and keep proof of shipment

Import duties, taxes, and brokerage fees you paid when the original order was delivered to you are not refundable by us. In many countries these can be reclaimed from your own customs authority once the goods are exported back, so keep your import documents.

Unauthorised returns

Items sent back without an authorised return will not be accepted and may be refused or returned to you at your cost.

Contact us

For anything related to this policy, including return requests and pre-purchase questions:

Email: support@hiverack.net Address: HiveRack, 43 Britain St., Suite A01, Toronto, Ontario, M5A 1R7, Canada

We aim to respond to all messages within one business day.