Refund policy

1. Exchanges, Returns & Claims

We do not accept returns or exchanges, except in cases of manufacturing defects or confirmed loss by the courier.

If you receive a defective product, please contact us within 5 business days of delivery, including photo or video evidence.
We are committed to providing a fair solution, which may include an exchange, repair, or refund, depending on the case.

Items purchased during SALE or special promotions are not eligible for exchanges or returns.

If a domestic courier returns an order to Ratnest due to failed delivery attempts (customer absence or failure to collect within the indicated timeframe), and the item is returned in good condition, a refund may be issued minus the following deductions:

  • Original shipping cost

  • Courier return fees

  • Payment gateway and website commissions

  • Any applicable taxes

2. Domestic & International Shipping

All shipments are handled by third-party courier services.
Once your order is dispatched, you will receive a tracking number to monitor its journey.

International shipments:
Once the package arrives in your country, the courier will attempt delivery 2 to 3 times.
If the customer is unavailable during these attempts, the order will be returned to the country of origin with no right to a refund.

The customer may choose to pay for a new shipment to resend the order.
If the customer decides not to do so, the items will be released for resale, with no further claims accepted.

Incorrect information:
If an order is lost due to incorrect information provided by the customer (address, contact details, etc.), Ratnest is not responsible.

3. In-Store Pickup

If you choose the in-store pickup option, you have 7 calendar days from the date indicated on your order to collect it.

After this period, your order will be returned to the warehouse.
You will then have an additional 7 days to pay for shipping to your address.

If shipping is not paid within this second period, the order will be released with no right to a refund or claim.

If the order is lost at the pickup location after the initial 7-day period, Ratnest is not responsible.