Refund policy

Returns, Exchanges and Cancellations

We hope you love your Rat Betty piece. If it isn’t quite right, we offer returns and exchanges within 60 days of delivery, subject to the conditions below.

This policy does not affect your statutory rights.

Returns and exchanges

Items can be returned or exchanged within 60 days of delivery.

To be eligible for a return or exchange, items must be returned unworn and in their original condition.

For hygiene reasons, pierced earrings can only be returned if they are unopened, in their original packaging, and with all hygiene seals intact.

Exchanges can be made for a different size or style. As we are based in the UK, please double-check your size before ordering to avoid the time and cost of posting back to us.

Please be sure of your size when exchanging. If a second exchange is needed, there may be an additional cost.

UK and EU right to cancel

If you are a customer in the UK or EU, you have the right to cancel most online orders without giving a reason.

You have 14 days from the day you, or someone nominated by you, receives the order to tell us that you wish to cancel. If your order arrives in more than one delivery, this period starts from the day the last item in your order is delivered.

After you tell us you wish to cancel, you then have 14 days to send the item back to us.

To cancel under this right, email info@ratbetty.com with your order number and a clear statement that you wish to cancel your order.

You may use the model cancellation form at the bottom of this page, but you do not have to.

This right does not apply to certain items, including items that are made to your specification or clearly personalised, or sealed goods that are not suitable for return for health or hygiene reasons once unsealed.

Can I cancel my order before it ships?

Yes. You can cancel your order any time before we have shipped your package.

Please email info@ratbetty.com as soon as possible with your order number.

Once your package has shipped, you may still be entitled to return it for a refund, provided it is returned in line with this policy.

How to return or exchange your piece

Please email info@ratbetty.com with “Return” or “Exchange” and your order number in the subject line.

We will reply with the next steps, including the address to send your return to.

Your returned package must include a note containing:

• your order number

• the item being returned

• whether you would like a refund or exchange

We will email you as soon as we receive your package.

Customers are responsible for the cost of return postage for returns and exchanges, unless the item is faulty or incorrect.

For your security, we recommend using a tracked shipping service. Returned items remain your responsibility until they reach us. Rat Betty is not responsible for items that are lost or damaged in transit.

For exchanges, we will ship the exchanged item back to you.

Refunds

Once your return has been received and inspected, we will notify you by email.

Approved refunds will be made to the original payment method.

For standard returns under our 60-day returns policy, shipping costs are non-refundable unless required by law.

If you cancel a UK or EU order under your legal right to cancel and return the full order, we will refund the item cost and the standard outbound delivery cost. If you chose a more expensive delivery option, we will only refund up to the cost of our standard delivery option.

Return postage is your responsibility unless the item is faulty or incorrect.

We may make a deduction from your refund if an item has been handled beyond what is necessary to check its nature, characteristics and fit, or if it is returned worn, damaged, or not in its original condition.

Faulty or incorrect items

If your item arrives faulty or incorrect, please email info@ratbetty.com with:

• your name

• your order number

• a brief description of the issue

• a photo or video of the issue

We will resolve the issue as quickly as possible.

If an item is faulty or incorrect, we will cover the reasonable cost of return postage.

International refused deliveries

If you are based outside the UK and refuse delivery from our couriers, the package may be returned to us or destroyed by the courier/customs authority.

If the shipment is destroyed, your order will not be eligible for a refund.

If the shipment is returned to us undamaged, your order may be eligible for a refund after deducting any shipping, courier, tax, duty, customs, or return charges that have been charged to us, where permitted by law.

Late or missing refunds

If you haven’t received your refund yet, please first check your bank account again.

Then contact your card provider or payment provider, as refunds can take time to be processed and posted.

If you’ve done this and still have not received your refund, please contact us at info@ratbetty.com.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive gift credit for the value of the returned item once the return has been received and approved.

If the item was not marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will refund the original purchaser.

Model cancellation form

Complete and return this form only if you wish to cancel your order under your legal right to cancel.

To: Rat Betty
Email: info@ratbetty.com
Address: [insert returns/business address]

I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:

Order number:

Ordered on:

Received on:

Name of customer:

Address of customer:

Signature of customer, only if this form is sent on paper:

Date: