Refund and Returns Policy

Welcome to Ratoon. We want shopping with us to be straightforward and transparent.

This policy explains when you can return items, how refunds work, and what happens if something is defective.

1) Change-of-Mind Returns (7 Days)

If you change your mind, you may request a return within 7 days of delivery (cooling-off period for electronic transactions). 

To qualify for a change-of-mind return:

• Items must be unused, unworn, and unwashed

• Items must be in their original condition

• Returned with all tags, accessories, and original packaging

• Sets must be returned in full (we do not accept partial set returns)

• You must provide proof of purchase (order number / invoice)

Change-of-mind return shipping

• Return courier costs are for the customer’s account, unless the item is defective, damaged, or incorrect.

2) Defective, Unsafe, or Incorrect Items (CPA Rights)

If goods are defective, unsafe, or not as described, you have rights under the Consumer Protection Act (CPA). Under the CPA’s implied warranty of quality, you can return defective goods within 7 days. 

Important notes:

• If the item is incorrect / damaged on arrival, we will arrange return collection and cover shipping.

• Sale/discounted items are still covered by CPA defect rights (we can’t contract out of that). 

3) Items We Cannot Accept for Change-of-Mind Returns

For hygiene and fairness, we may refuse a change-of-mind return if items are:

• worn, washed, soiled, altered, or damaged after delivery

• missing tags/packaging

• incomplete (e.g., not the full set)

(Your CPA rights still apply if an item is defective.) 

4) How to Start a Return

Email us at info@ratoon.co.za within the applicable period and include:

• Order number

• Item(s) being returned

• Reason for return

• Photos (required for damaged/incorrect/defective claims)

We’ll reply with:

• Return instructions

• Return address (or collection arrangement where applicable)

Packaging: Please pack returns securely. If a return is damaged due to poor packaging, we may reject it.

5) Refunds (Processing Time)

Once your return is received and inspected, we’ll email you the outcome.

If approved:

• Refunds are processed to the original payment method

• We aim to process refunds within 7 business days after inspection (bank/payment provider processing times can add a little extra)

• Original shipping fees are not refunded for change-of-mind returns

If rejected:

• We’ll explain why (e.g., worn/washed/missing tags)

• You may request the item be sent back to you at your cost

6) Exchanges

We can exchange items (e.g., size changes) subject to stock availability.

To request an exchange:

• Follow the return process

• Tell us the replacement size/item you want

If stock is unavailable, we’ll refund you in line with the refund section above.

7) Direct Marketing Cooling-Off (If Applicable)

If a purchase was concluded as a result of direct marketing, you may also have a CPA cooling-off right of 5 business days. 

(If this applies to your store’s sales process, we’ll honour it.)

8) Contact

Questions about refunds/returns? Contact us:

Email: info@ratoon.co.za

Phone: +27 83 750 2714