Refund policy
Refunds are initiated within 2 working days of approval: by bank transfer for bank transfer orders, and back to the original card for card payments.
When you get a refund
- You return an eligible item within 7 days of delivery (see our Return Policy).
- Your item arrived damaged, faulty, incomplete or not what you ordered.
- You cancel your order before it is dispatched.
- We cancel your order (for example, an item went out of stock).
- Your order could not be delivered and returned to us (refunded minus the delivery charge).
How you receive your refund
| How you paid | How we refund | When |
|---|---|---|
| Bank transfer | Bank transfer to the account you paid from, or another bank account in your name | Initiated within 2 working days of approval |
| Debit / credit card | Back to the same card | Initiated within 2 working days of approval. Your bank may take 7 to 14 working days to show it. |
| Store credit (your choice) | A Raatingale credit code, valid for 6 months | Within 2 working days of approval |
Delivery charges are not refundable, except when the return is due to our error.
Cancelling your order
- Before dispatch: message us on WhatsApp or email with your order number and we will cancel it free of charge, with a full refund of anything you have paid.
- After dispatch: the order can no longer be cancelled. Once you receive it, you can return it under our Return Policy.
When we may cancel an order
We may cancel an order if an item is out of stock, if a price or product was listed in error, if payment for a bank transfer order is not received within 24 hours, or if we suspect fraud. Anything you have paid will be refunded in full.
Before raising a bank dispute
If something is wrong with a card payment, please contact us first. Most issues are resolved within a day or two, much faster than a bank dispute.