Refund policy
Return & Refund Policy
Last updated: March 4, 2026
This Return & Refund Policy explains how returns, withdrawals, and refunds work for purchases made at RattiShop on rattishop.com. This policy applies to customers in the Czech Republic.
Important: Nothing in this policy limits your mandatory rights under applicable Czech and EU consumer protection laws.
1) Contact for returns
To request a return, refund, or exchange, email us at rattisshop@gmail.com. Please include your order number and the reason for your request (and photos, if relevant).
Return instructions may depend on the product and supplier (dropshipping). Do not send items back without contacting us first, as returns sent to the wrong address may not be accepted.
2) Right of withdrawal (14 days)
If you are a consumer, you may have a legal right to withdraw from your purchase within 14 days from the day you (or a person you designate) receive the goods, without giving any reason, subject to legal exceptions.
To exercise the right of withdrawal, email us a clear statement that you wish to withdraw (for example: “I withdraw from the contract”), and include your order number.
3) Return conditions
Unless the item is defective or we made an error, returned items must be:
- returned in a reasonable condition (no excessive wear or damage);
- returned with all parts and accessories included (if applicable);
- packed securely to prevent damage during return shipping.
Note: Certain products may not be eligible for withdrawal/return due to legal hygiene or customization exceptions. If this applies to your product, we will inform you in the product description and/or during the return process.
4) Return shipping costs
Where applicable, we cover the cost of return shipping. We will provide instructions (and, where available, a return label or booking steps).
Please follow our instructions and keep your proof of shipment. If you choose a return method outside our instructions, we may be unable to reimburse additional costs.
5) Refunds
After we receive and inspect the returned item(s), we will process your refund. Refunds are issued to the original payment method.
If you withdraw within the 14-day period, we will refund the purchase price and (where required) the standard delivery cost you paid for the original delivery. If you chose a more expensive delivery option than the standard option we offer, we may refund only the standard delivery cost (as permitted by law).
If the returned item is damaged due to inadequate packaging or handling during return shipping, your refund may be reduced to reflect the loss in value, where permitted by law.
6) Exchanges
If you would like an exchange (for example, a replacement item), email us at rattisshop@gmail.com. Exchanges are subject to product availability and supplier constraints (dropshipping).
7) Defective, damaged, or incorrect items
If your item arrives defective, damaged, or incorrect, contact us as soon as possible at rattisshop@gmail.com with your order number and clear photos of the item and packaging (if applicable).
We will arrange a suitable remedy in line with applicable consumer law (for example, replacement, repair, price reduction, or refund, depending on the case).
8) Cancellations
If you need to cancel an order, contact us immediately after purchase. If the order has already been processed or dispatched, cancellation may not be possible. In that case, you may still be able to return the item under the right of withdrawal (subject to conditions and legal exceptions).
9) Processing time
We aim to handle return requests promptly. Refund processing times may vary depending on your bank/payment provider (Mollie and your chosen payment method).
10) Contact
For all return and refund requests, contact: rattisshop@gmail.com