Refund policy
Returns & Refunds Policy
At The Rats Locker, we want you to be happy with your purchase. If something isn't right, we'll do our best to put it right.
Standard Returns (UK & International)
You may return most unused items within 14 days of receiving your order for a refund or exchange.
To be eligible for a return:
- Items must be unused, unworn and in their original condition.
- Items must be returned with any original packaging and tags where applicable.
- Proof of purchase (order number or receipt) must be provided.
Returns should be sent to the address provided by our customer service team.
Unless the item is faulty, damaged or supplied in error, customers are responsible for the cost of returning items.
Refunds will be processed once the returned goods have been received and inspected. Refunds will be made to the original payment method.
Personalised & Custom-Made Items
Products that have been personalised, customised or made to your specification cannot be returned unless they are faulty, damaged or incorrectly supplied.
Please check all spelling, names, dates and other personalisation carefully before placing your order.
Faulty or Incorrect Items
If your order arrives damaged, faulty or you have received the wrong item, please contact us within 14 days of delivery.
Where an item is confirmed to be faulty or supplied incorrectly, we will:
- replace the item where possible,
- offer a suitable alternative, or
- provide a full refund.
We will also reimburse reasonable return postage costs for faulty or incorrect items.
EU Consumer Returns
For customers whose orders are delivered to countries within the European Union, you have additional rights under the EU Consumer Rights Directive.
You have the right to cancel your purchase within 14 days of receiving your goods, without giving any reason.
To exercise this right, you must notify us within the 14-day cancellation period. Once notified, you have a further 14 days to return the goods.
Returned items must be:
- unused beyond what is necessary to inspect them,
- complete, and
- returned in suitable packaging.
Unless the goods are faulty or supplied incorrectly, the customer is responsible for return postage costs.
Refunds will be issued within 14 days of receiving the returned goods (or evidence that they have been returned) using the original payment method.
Exceptions
The EU right to cancel does not apply to:
- personalised or custom-made products,
- goods made to your specification,
- sealed items that are unsuitable for return for hygiene reasons once unsealed (where applicable).
Order Cancellations
Orders may be cancelled within 15 minutes of being placed, provided they have not entered production or been dispatched. After this period, cancellation may not be possible, particularly for personalised products that may already be in production. If you need to cancel an order, please contact us immediately.
How to Arrange a Return
Please contact us before returning any item, quoting your order number and reason for the return. We'll provide return instructions and the appropriate return address.