RATCH RETURNS & REFUNDS POLICY

Last updated: 20th May 2026

This Returns & Refunds Policy (“Policy”) explains how returns, cancellations, refunds, and related disputes are handled on the Ratch marketplace platform (“Ratch”, “Platform”, “we”, “us”, “our”).

Ratch is an online marketplace connecting independent sellers with buyers.

Unless expressly stated otherwise:

• products are sold by independent sellers;

• sales contracts are formed directly between buyers and sellers;

• sellers are responsible for handling returns, refunds, cancellations, and consumer law obligations.

Nothing in this Policy limits any statutory rights available under applicable law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

1. MARKETPLACE ROLE

Ratch acts solely as a marketplace platform provider.

Ratch:

• is not the seller of listed goods;

• does not manufacture products;

• does not hold customer funds;

• does not directly process refunds unless expressly stated.

Sellers are solely responsible for:

• product fulfilment;

• customer service;

• returns handling;

• refund processing;

• compliance with consumer protection laws.

2. BUYER CANCELLATION RIGHTS

Under UK consumer law, buyers purchasing goods online may have the right to cancel eligible orders within 14 days after receiving goods.

Where cancellation rights apply:

• buyers may return eligible items within the legal cancellation period;

• sellers must process eligible refunds in accordance with applicable law.

The buyer may be responsible for return postage costs unless otherwise required by law or agreed by the seller.

3. EXEMPTIONS FROM CANCELLATION RIGHTS

Certain products may be exempt from cancellation rights under applicable law, including:

• personalised or custom-made goods;

• perishable items;

• sealed goods unsuitable for return for hygiene reasons once opened;

• digital content where supply has begun with consent;

• products otherwise exempt under applicable regulations.

Sellers must clearly identify exempt products within listings where applicable.

4. DAMAGED, FAULTY, OR MISDESCRIBED ITEMS

Buyers may be entitled to remedies where products are:

• faulty;

• damaged;

• unsafe;

• materially different from the listing description.

In such cases, buyers should contact the seller promptly with:

• order details;

• photographs where applicable;

• explanation of the issue.

Sellers are responsible for resolving such issues in accordance with applicable law.

5. SELLER RESPONSIBILITIES

Sellers must:

• comply with all applicable consumer protection laws;

• clearly communicate return conditions;

• process eligible refunds within legally required timeframes;

• accurately describe products;

• provide reasonable customer support.

Sellers may establish their own return policies provided those policies comply with applicable law.

6. RETURN CONDITIONS

Unless otherwise stated by the seller or required by law:

• returned items should be unused and in original condition;

• products should be securely packaged for return;

• buyers may need proof of purchase.

Custom-made or personalised products may not be eligible for return unless faulty or misdescribed.

7. REFUND PROCESSING

Eligible refunds should generally be processed by the seller using the original payment method where possible.

Refund amounts may include:

• product purchase price;

• standard delivery costs where required by law.

Refund timing may depend on:

• seller processing times;

• payment provider processing;

• banking systems.

Ratch is not responsible for delays caused by third-party payment providers.

8. RETURN SHIPPING COSTS

Responsibility for return shipping costs may vary depending on:

• the reason for return;

• applicable law;

• seller policies.

Where products are faulty, damaged, or misdescribed, sellers may be legally required to cover return costs.

For discretionary returns or cancellations, buyers may be responsible for return shipping unless otherwise stated.

9. DISPUTES BETWEEN BUYERS AND SELLERS

Buyers and sellers are encouraged to resolve disputes directly.

If a dispute cannot be resolved, Ratch may, at its discretion:

• review communications;

• request supporting evidence;

• assist in facilitating communication.

Ratch is not obligated to adjudicate disputes or provide compensation.

10. CHARGEBACKS AND PAYMENT DISPUTES

Buyers may also have rights through:

• payment card providers;

• PayPal;

• other payment processors.

Sellers are responsible for managing chargebacks and payment disputes related to their transactions.

Ratch is not liable for losses arising from chargebacks or payment reversals.

11. FRAUDULENT CLAIMS

Users must not:

• abuse refund systems;

• submit fraudulent claims;

• falsely report missing items;

• misuse chargeback procedures.

Ratch may investigate suspected abuse and suspend accounts where appropriate.

12. DIGITAL PRODUCTS

Where digital products are offered:

• cancellation rights may be limited once download or access begins with buyer consent;

• sellers must clearly explain digital delivery terms.

Applicable consumer rights still apply to faulty or misdescribed digital products.

13. INTERNATIONAL SALES

International buyers and sellers may be subject to additional:

• customs duties;

• taxes;

• import restrictions;

• local consumer laws.

Buyers and sellers are responsible for understanding applicable obligations.

14. LIMITATION OF LIABILITY

To the fullest extent permitted by law, Ratch shall not be liable for:

• seller refusal to issue refunds;

• return shipping losses;

• product defects;

• delivery failures;

• disputes between users;

• payment provider actions.

Nothing in this Policy excludes liability that cannot legally be excluded under applicable law.

15. CHANGES TO THIS POLICY

Ratch may amend this Policy at any time.

Updated versions will be published on the Platform with a revised “Last updated” date.

Continued use of the Platform constitutes acceptance of revised policies.

16. CONTACT

Ratch
support@ratch.uk