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Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be unused and in the same condition that you received it, with its original packaging. Products may be opened for inspection; however, items that have been used beyond what is necessary to assess their nature and function are not eligible for return. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@ratom.eu. Please note that returns will need to be sent to Munich, Germany.

If your return is accepted, we’ll provide instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Unless the item is defective or incorrect, you are responsible for the cost of return shipping.

You can always contact us for any return question at info@ratom.eu

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

For defective items, we may request photo or video evidence before issuing a refund or replacement.

Exceptions / non-returnable items

Certain types of items cannot be returned, such as perishable goods, custom products (such as special orders or personalized items), and personal care goods.

Due to the nature of our liquid products, items that show signs of use are not eligible for return or refund. Signs of use include, but are not limited to:

• visible discoloration of the applicator or product

• material transfer

• any indication that the product has been applied to climbing shoes or other surfaces

Products may be opened for inspection; however, once the product has been used in application, it is no longer eligible for return.

We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-day cooling-off period

If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.

The withdrawal period expires 14 days after the day you, or a third party indicated by you (other than the carrier), receive the goods.

To exercise your right of withdrawal, you must inform us by a clear statement via email at info@ratom.eu.

You must return the goods without undue delay and no later than 14 days from the day you inform us of your withdrawal.

You bear the direct cost of returning the goods.

Products may be opened for inspection; however, if the product has been used beyond what is necessary to assess its nature and function, we may reduce the refund to reflect any diminished value.

Refunds will include the original standard delivery cost (if applicable), but not any additional costs resulting from your choice of a more expensive shipping method.

Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not.

If approved, you’ll be automatically refunded on your original payment method within 10 business days.

If returned items show signs of use, the return may be rejected or only partially refunded depending on their condition.

Please note that refunds may be withheld until we have received the returned goods or proof that you have sent them back.

Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@ratom.eu