Return & Refund Policy

Thank you for shopping with Ratneza. Please read our policy carefully before purchasing. As a wholesale platform, we maintain strict terms regarding returns and refunds.

General Sales Policy (No Returns / No Refunds)

Please understand clearly: We do not offer returns, refunds, or exchanges once items are sold. We do not accept returns for damage in transit, defective pieces, or change of mind. All sales are final. Please do not complain later.

Out of Stock & Operational Missing Items (Please Read Carefully)

Please note that even after an order is placed, some items can occasionally become unavailable due to sudden out-of-stock issues or other internal operational errors. Please do not make this a problem; we handle this responsibly by automatically refunding you for the unavailable pieces.

• Refund Timeline: These stock-related refunds are typically processed within 2 to 4 days, and sometimes even within 24 hours. However, depending on banking channels, it can occasionally take a little more time.

Claims for Items Not Received (Missing from Parcel)

Aside from our own operational stock updates, the only instance where a customer-initiated claim will be processed is if an item you paid for was not received (missing from the parcel).

To claim a resolution for any items not received, you must provide a clear, continuous, unedited unboxing video.

• The video must show: The entire process from opening the sealed outer courier package to counting every individual item in full clarity.

• No Edits: Any video that is paused, cut, edited, or filmed after the package has been opened will not be accepted under any circumstances.

Reporting Missing Items Within 24 Hours

Please inspect and count your package immediately upon receipt. If any items were not received, you must report it within 24 hours of delivery via WhatsApp. We do not accept reports or claims via email.

• Report via WhatsApp Only: Send your unedited unboxing video and order details to +91 8969618759.

Failure to report the issue with the required video on WhatsApp within 24 hours means no refund or replacement will be issued.

Non-Returnable Items

We strictly do not accept returns on:

• Regular orders, sale items, clearance stock, or gift cards.

• Custom products, special orders, or personalized items.

• Hazardous materials, flammable liquids, or gases.

International & European Union Orders

European Union 14-Day Cooling-Off Period:

Notwithstanding the above, if the merchandise is being shipped into the European Union, customers have the right to cancel or return their order within 14 days, for any reason and without justification. The item must be in the exact condition received—unworn or unused, with tags, and in its original packaging along with proof of purchase.

Refunds Processing (If Approved)

Once we review your unedited unboxing video on WhatsApp and verify that an item was not received, we will notify you regarding your refund approval.

If approved, you’ll be automatically refunded for the missing item on your original payment method within 10 business days. Please remember it can take additional time for your bank or credit card company to process and post the refund.

 

If more than 15 business days have passed since your refund was approved, please contact us at ratnezaofficial@gmail.com or WhatsApp at +91 8969618759 to check the status.