Rat-Ryder understands the pitfalls of online shopping.
That’s why we operate a clear and fair returns policy, so you can shop with confidence.

If something isn’t right, don’t sit on it — get in touch and we’ll sort it.

Your Right to Cancel (UK Online Orders)

Under UK consumer law, you have 14 days from receiving your order to let us know if you wish to cancel or return an item.

Once your return has been approved, items must be returned within 14 days of return authorisation.

This right applies even if your order has already been dispatched or delivered.

Return Conditions

To be eligible for a return:

• Items must be unused

• Items must be returned in their original packaging

• Items must be returned by the original purchaser

• Proof of purchase may be required

Returned items must be in a resalable condition.
We reserve the right to make a deduction from any refund where handling or use has reduced the value of the item beyond what is necessary to inspect it.

Examples of Diminished Value

Examples of handling that may result in a deduction include, but are not limited to, items that have been:

• worn or stretched

• covered in pet hair

• marked, stained, or washed

• returned with missing tags, labels, or original packaging

Custom-made or personalised items are non-returnable.

Return Postage

• Return postage costs are the responsibility of the buyer

• Return postage costs are non-refundable

• Returns are not automatic and must be approved in advance

• We strongly recommend using tracked or signed-for postage

Rat-Ryder cannot be held responsible for items lost or damaged in transit during return.

For delivery methods and timescales, please see our
Shipping & Delivery Information page.

Refunds

• Refunds are issued once the returned item has been received and inspected

• Refunds are processed within 4–5 working days

• Depending on your payment provider, refunds may take up to 30 days to appear back in your account

• Refunds are made using the original payment method

Original delivery charges are non-refundable, except where required by UK consumer law.
Any upgraded or express delivery services are non-refundable.

Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, or not as described, please contact us as soon as possible via our
Contact Us page.

Business, Resale & Bulk Purchases

Returns and refunds are offered for personal purchases only.

We reserve the right to refuse returns or refunds for items purchased for:

• business use

• resale

• promotional purposes

• bulk or commercial buying

This includes purchases made with the intent to sell via third-party platforms.

Incorrect Return Address

Returns must be sent only to the return address provided by Rat-Ryder following return authorisation.

Returns sent to an incorrect address, including but not limited to:

• previous or outdated addresses

• PO boxes

• payment processor or third-party addresses

may not be received and cannot be refunded.

Please ensure you follow the return instructions provided to avoid delays or loss.

Events Outside Our Control (Force Majeure)

Rat-Ryder is not responsible for delays, losses, or disruption caused by events outside our reasonable control.

This includes, but is not limited to:

• postal or courier delays

• customs processing delays

• carrier disruption or industrial action

• extreme weather or other unforeseen events

Where possible, we will always try to assist, but such circumstances may affect delivery or return times.

International Returns

For all international returns, parcels must be clearly marked as:

“RETURNED GOODS – FAILED SALE”

This wording must appear:

• on the customs declaration (CN22 and/or CN23), and

• on the outside of the package

Correct customs documentation is required to prevent UK import VAT and duties being charged when goods re-enter the UK.

If incorrect or missing documentation results in customs charges:

• the parcel may be refused and returned to the sender, or

• any charges paid on your behalf will be deducted from your refund

Courier Restrictions

Please do not return items via FedEx, as this carrier routinely applies additional customs handling fees, even for returned goods.
Parcels sent via FedEx will be refused and returned to the sender.

Need Help?

If you’re unsure about anything in this policy, please review our
Terms & Conditions,
or contact us via our
Contact Us page before returning your item.

We’ll always try to help.

Final Word 

Returns are intended for genuine change-of-mind situations and are not designed to support trial use, temporary use, or “order-and-return” behaviour.

We’ll always aim to be fair, reasonable, and straight with you.