Ratio Reptiles · All products

Returns and Refunds

We want you to be happy with what you bought. This policy sets out when you can send something back, and what happens then. It does not take away any right you have under South African law.

Changed your mind

Because you bought online, section 44 of the Electronic Communications and Transactions Act lets you cancel within 7 days of receiving your order, without giving a reason and without penalty.

This does not apply to anything made, cut, mixed or personalised to your order, which we cannot resell.

Something is wrong with it

If goods are defective, unsafe, or not what was described, the Consumer Protection Act gives you six months from delivery to bring them back, and you choose whether we repair them, replace them or refund you. We pay the return cost in this case.

A fault means the goods were not of good quality, not usable for their ordinary purpose, or failed sooner than they should have. It does not cover:

If a repaired or replaced item fails again within three months, you may ask for a refund instead.

Damaged in transit, or the wrong item

Tell us within 48 hours of delivery, with a photograph if something arrived damaged. We will arrange collection and send a replacement or refund you — at no cost to you. Please keep the packaging until we have sorted it out.

How to return something

1. Contact us at info@ratiorepweb.com and quote your order number.

2. Tell us what you are sending back and why. We will confirm the return and tell you where to send it.

3. Pack it so it survives the trip, and include the order number in the parcel.

Please do not send anything back before we have confirmed the return — an unannounced parcel is easily lost and we cannot match it to your order.

Refunds

Refunds go back to the method you paid with. Once we have the goods and checked them, we process the refund within 30 days; how quickly it appears after that is up to your bank. If you paid partly with store credit, that part is returned to your store credit.

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