We want you to be happy with your order. This policy explains how returns, exchanges and refunds are handled. Nothing in this policy affects your statutory consumer rights.
Contact us first
If there is a problem with your order, or you would like to return or exchange an item, please contact us before sending anything back.
Email: info@theratslocker.co.uk
Please include your order number and a brief explanation of the issue. If an item is faulty, damaged or incorrect, a photograph may help us resolve the matter more quickly.
We will provide the appropriate return instructions by email where a return is required.
Change-of-mind returns
For eligible items purchased online, you may cancel your order for a change of mind by contacting us within 14 days of receiving your goods. You then have a further 14 days to return the goods after telling us that you wish to cancel.
For change-of-mind returns, items should be returned unused, unworn and unwashed, other than handling reasonably necessary to inspect or try them on.
If handling goes beyond what is reasonably necessary to establish the nature, characteristics or condition of the goods, we may make an appropriate deduction from the refund where permitted by law.
For an ordinary change-of-mind return:
- you are responsible for the cost of returning the item to us;
- we do not normally provide a prepaid return label; and
- we do not charge a restocking fee.
Personalised and custom-made items
Goods made to your specification or personalised specifically for you cannot normally be returned simply because you have changed your mind.
This does not affect your rights if a personalised item is faulty, damaged, not as described, or we have made an error with your order.
Faulty, damaged or incorrect items
If you receive an item that is faulty, damaged, poor quality or different from what you ordered, please email info@theratslocker.co.uk with your order number and details of the problem.
Where helpful, please include a clear photograph showing the fault, damage or incorrect item.
Depending on the circumstances, the appropriate remedy may include a repair, replacement or refund. Where we are responsible for the problem, we will also cover reasonable return costs where a return is required.
Exchanges
We accept exchanges on eligible, non-personalised items, subject to availability.
Please contact us first at info@theratslocker.co.uk before returning anything. In some cases, we may ask you to return the original item for a refund and place a new order instead.
Refunds
For an eligible change-of-mind return, we will refund the price paid for the returned goods.
Where required by law, we will also refund the standard delivery charge originally paid. If you chose a more expensive or enhanced delivery service, we are only required to refund the equivalent standard delivery charge.
We aim to process refunds within 5 working days of receiving the returned goods, or appropriate evidence that they have been sent back where applicable.
In all cases, refunds will be made within the time required by law and will normally be returned to the original payment method.
Orders not received
If your order has not arrived when expected, please contact us at info@theratslocker.co.uk so that we can investigate.
Please do not assume an order has been lost or arrange a return without contacting us first.
Delivery problems caused by an incorrect address supplied when ordering or missed delivery attempts may need to be dealt with separately.
How to return an item
Please do not send any item back without contacting us first.
Email info@theratslocker.co.uk with your order number and the reason for the return.
If a return is required, we will provide the appropriate return instructions and return address by email.