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Privacy Policy

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Privacy Policy

Ratoon respects your privacy and is committed to protecting your personal information in line with the Protection of Personal Information Act (POPIA). POPIA sets out conditions for lawful processing and security safeguards for personal information. 

1) Who We Are (Responsible Party)

Ratoon (“we/us”) is the Responsible Party for personal information processed through this website.

Contact for privacy queries: info@ratoon.co.za

2) Personal Information We Collect

Depending on how you use the site, we may collect:

  • Contact details: name, email address, phone number

  • Delivery details: physical address

  • Order details: items purchased, order number, delivery tracking details

  • Payment status information (we do not store full card details if using a payment gateway)

  • Support messages and correspondence (email/WhatsApp/contact form)

  • Website usage data via cookies (e.g., pages viewed, device/browser information)

3) Why We Collect It (Purpose)

We process personal information to:

  • Fulfil and deliver orders

  • Send order updates and delivery tracking

  • Provide support and handle refunds/returns

  • Improve the website and customer experience

  • Send marketing messages only if you opt in (e.g., newsletter)

POPIA requires processing to be lawful and for a clear purpose. 

4) Sharing Your Information

We only share information when needed to run the store, including with:

  • Courier/delivery partners (to deliver your order)

  • Payment providers/gateways (to process payments)

  • Email/SMS providers (for order notifications)

  • Website hosting/security providers (to keep the site running and secure)

We do not sell your personal information.

5) Direct Marketing (Newsletter)

If you subscribe to our newsletter, we will use your email to send updates and offers.

  • You can unsubscribe anytime via the link in the email

  • POPIA regulates direct marketing by electronic communication and requires lawful processing and appropriate consent/controls. 

6) Security

We take reasonable technical and organisational steps to protect personal information and reduce risk of loss, misuse, or unauthorised access. POPIA requires “security safeguards” and notification where there is a security compromise. 

7) Data Retention

We keep personal information only as long as necessary for:

  • completing orders and support

  • legal/accounting record-keeping

  • resolving disputes

After that, information is securely deleted or anonymised where possible.

8) Your Rights Under POPIA

You may request to:

  • access your personal information

  • correct or update it

  • object to processing in certain cases

  • withdraw consent for marketing

  • request deletion where appropriate

Email: info@ratoon.co.za

9) Cookies

We use cookies to:

  • remember your cart/session

  • analyse traffic and improve the site

  • support marketing/remarketing if enabled (where applicable)

You can disable cookies in your browser, but parts of the site may not function correctly.

10) Complaints

If you believe your personal information has been processed unlawfully, you may lodge a complaint with the Information Regulator (South Africa). 

11) Policy Updates

We may update this policy from time to time. The latest version will always be posted on this page.

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Shipping policy

We ship nationwide in South Africa via courier delivery to your door.

Processing time: Orders are typically processed within 1–3 business days (excluding weekends/public holidays).

Delivery time: Delivery usually takes 3–7 business days, depending on your area.

Shipping fees:

  • Free shipping on orders over R600

  • Orders under R600 will show a courier fee at checkout

Tracking: Once your order has been collected by the courier, we’ll send you tracking details.

Please note: Delivery times are estimates and may be affected by factors outside our control (courier delays, remote areas, weather, etc.).

Returns policy

We want you to be happy with your purchase. If something isn’t right, here’s how returns work.

Change-of-mind returns (within 7 days):

  • Request a return within 7 days of delivery

  • Items must be unused, unworn, unwashed, and in original condition with tags and packaging

  • Sets must be returned in full (we don’t accept partial set returns)

  • Return courier costs are for the customer’s account (unless the item is damaged/incorrect)

Damaged or incorrect items (within 48 hours):

If your order arrives damaged or incorrect, contact us within 48 hours with your order number and clear photos. We’ll arrange a replacement or refund at no extra cost.

Refunds:

Once we receive and inspect the return, refunds are processed back to the original payment method. Original shipping fees aren’t refunded on change-of-mind returns.

Contact:

info@ratoon.co.za | +27 83 750 2714

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