Returns Policy

Last updated: 17 April 2026

At Rat Out, we want you to be confident ordering online. This Returns Policy explains how returns, refunds and exchanges work for purchases made through our website.

1) Change of mind returns

If you change your mind, you may request a return within 14 days of delivery.

To be eligible for a change of mind return:

  • Items must be unused, unopened, and in original packaging (including seals/labels intact).

  • Items must be in resaleable condition.

Please note: For safety and hygiene reasons, we can’t accept change of mind returns for items that have been opened or used, including:

  • duct seal / putty products that have been unsealed, opened, or handled

  • wipes or consumables where the packaging has been opened

Change of mind return shipping:

  • Return shipping costs are paid by the customer.

  • Original shipping charges are not refundable.

If your return is approved, we’ll refund the purchase price of the returned item(s) to the original payment method.

2) Faulty, damaged, or incorrect items

If an item arrives faulty, damaged, or you received the wrong product, please contact us within 7 days of delivery (or as soon as practical) and include:

  • your order number

  • a short description of the issue

  • clear photos of the item and packaging

If the item is confirmed to be faulty/damaged/incorrect, we’ll provide a remedy in line with Australian Consumer Law. This may include a replacement, refund, or repair (where applicable). We’ll also cover reasonable return shipping costs where required.

3) Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4) How to request a return

To request a return, contact us at:

Email: sales@ratout.com.au

Please include your order number and the reason for return.

If approved, we’ll provide return instructions. Do not send items back without approval, as this may delay processing.

5) Refund timing

Once we receive and inspect your returned item(s), we will process approved refunds within 3–5 business days. Depending on your bank/payment provider, it may take additional time for funds to appear in your account.

6) Exchanges

We don’t offer direct exchanges. If you need a different item, the fastest option is to place a new order and request a return for the original item (if eligible).

7) Return address

Returns will be sent to our nominated returns address provided during the return approval process.