Returns Policy

Ratbag is committed to service excellence. If you are not getting the service you deserve, please contact us so we can investigate any issues you are experiencing and correct them.

1. Online Purchases

1.1 Ratbag recognizes that it can sometimes be difficult to choose the correct items online and we want to make sure you're completely satisfied with your purchasing experience with Ratbag. 

1.2 Our Refunds and Exchanges Policy is all about making it simpler for you to return anything that's 'not quite right' and all clauses listed above also apply to Online purchases. 

1.3 You can choose to either return your item via courier to our Ratbag Warehouse or visit us at one of the markets we frequent. 

1.4 If your item is faulty, damaged, or incorrect (not what you ordered), please contact our Customer Service on 083 578 8355 as soon as possible!

2. Order cancellations for Online Purchases

2.1 Unless provided for under these Terms or as otherwise agreed by Ratbag, no cancellations or changes to Orders will be accepted, and the Goods will be delivered to the Delivery Address supplied by you in the Order. 

2.2 You should carefully check that your Order is accurate before you submit it. You will, however, be able to return Goods under the Returns Policy. See our Cooling off period conditions.

2.3 If we cannot contact you about your Order using the contact details you provided in the Order, after having made reasonable attempts to contact you, we will cancel your Order and refund any money paid in the channel used to pay it.

2.4 Delivery Fees will be charged if you return Goods for change of mind or you made an incorrect selection, including if you ordered the incorrect size, colour etc.

2.5 Goods can only be returned in accordance with these Terms and the Returns Policy. The Returns Policy forms a part of these Terms.

2.6 Ratbag will process any refunds within a reasonable time of agreeing to do so.

2.7 Credit card Refunds may take up to 14 working days, arising from regulatory Administrative processes required between Banks.

3. Cooling off period and returns

3.1 In addition to the rights set out in our Refund and Exchange policy, if you qualify as a consumer in terms of the Electronic Communications and Transactions (ECT) Act you may enjoy certain cooling-off rights in terms of which you can cancel any transaction within 7 (SEVEN) days after the date of receipt of the goods or services, or within 7 (SEVEN) days after the date of conclusion of the agreement, without reason or penalty. 

3.2 If you have effected payment prior to exercising your right to return the products, Ratbag will refund you the full purchase price thereof, less any direct costs incurred by Ratbag in returning such goods.

3.3 If your uncertain about any aspects relating to our Returns and exchanges Policy then contact our Customer Service team via phone 083 578 8355 or email info@ratbag.co.za