Refund & Returns Policy

1. Our Promise on Refunds

We want you to be happy with every Ratshie (Pty) Ltd (Ratshie) purchase. This policy explains the situations in which you may return items or cancel a service and how we refund you, in line with the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

2. Returning a Wrong, Damaged or Faulty Item

If a part, filter, oil or any product you received is wrong, damaged in transit, or faulty, tell us within 7 days of receiving it. After we confirm the fault with you (we may ask for a photo or to have the item inspected), we will at your choice:

• replace the item with the correct one, or
• repair it, or
• refund the full purchase price including any delivery fee you paid.

We will not deduct an amount for the benefit you have already had from the item in these cases — the refund is the full price.

3. Changing Your Mind (Cooling-Off)

Because of the CPA cooling-off right, if you order goods online (rather than walking in) you may cancel without penalty within 5 business days of delivery, and you do not have to give a reason. The item must be:

• unused, in its original packaging and in a re-sellable condition, and
• returned at your cost, or handed back to us for collection, within the cooling-off period.

We will refund the full amount you paid, minus any delivery, courier or collection costs we reasonably incurred to get the item to you. Tailor-made or special-order parts, and items that are time-sensitive, may not be resold. Please ask before ordering — we will always advise upfront rather than surprise you later.

4. Cancelling a Service or Booking

• Before work begins: cancel anytime and receive a full refund of any deposit.
• After work has started: you pay only for the work actually done, quoted and approved up to the point of cancellation.

5. How Refunds Are Paid

Refunds are paid back the same way you paid:

• PayFast card / Instant EFT / wallet payments are refunded back through PayFast to your original card or wallet account.
• Bank transfers are refunded to your bank account (we may verify your details first).

Once we approve a refund, it usually lands within 3–7 business days depending on your bank and the payment method.

6. Items We Can’t Refund

No refund is available for: items you have used, installed, fitted or damaged; digital content you have started using; goods clearly described as non-returnable at the time of order (for example special, tailor-made or cut-to-length items), unless they are faulty; or services already fully and satisfactorily performed.

7. How to Start a Return or Refund

The fastest way is WhatsApp or email us with your order number and what went wrong:

• Email: admin@ratshie.co.za
• Phone / WhatsApp: 061 488 4252 / 065 901 7566

We respond quickly and will tell you exactly what to do next (whether to hand the item back, return it by courier, or simply send photos).