Returns Policy
Last Updated: 3 September 2026
At Rasta Rhino, we take pride in the quality and condition of our products and aim to ensure that every purchase meets our customers’ expectations.
As our products are sold through direct enquiry and invoicing rather than an online checkout, returns and exchanges are handled on a case-by-case basis in accordance with the terms set out below.
1. Returns
We accept returns only where a product is:
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Damaged or defective when received;
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Incorrectly supplied by Rasta Rhino; or
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Significantly different from the product described or agreed upon at the time of purchase.
A return will not normally be accepted simply because a customer has changed their mind, ordered the wrong product, or no longer requires the product.
2. Reporting a Problem
If you believe that your product is damaged, defective, incorrect, or otherwise does not meet the agreed description, please contact us as soon as possible after receiving your order.
When contacting us, please provide:
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Your name and contact details;
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Your invoice or order reference;
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A description of the issue; and
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Clear photographs or other supporting information where applicable.
This information allows us to assess the issue and determine the appropriate resolution.
3. Return Approval
Please do not return a product before contacting us and receiving confirmation from Rasta Rhino.
If a return is approved, we will provide you with instructions regarding the return process and the applicable return address.
Products returned without prior approval may not be accepted.
4. Condition of Returned Products
Where a return is approved, the product should be returned in the condition in which it was received, taking reasonable care to prevent further damage during transportation.
Where applicable, products should be returned with their original packaging, accessories, documentation, or other items supplied with the product.
We reserve the right to assess the condition of a returned product before approving a refund, replacement, repair, or other resolution.
5. Damaged Products
If a product arrives damaged, please notify us as soon as reasonably possible and provide photographs of the product and packaging.
We may require additional information or photographs to assist with assessing the damage and, where applicable, dealing with the courier or delivery service.
Where the damage is confirmed to have occurred before or during delivery, we will work with you to determine an appropriate resolution.
6. Incorrect Products
If we have supplied an incorrect product, please contact us as soon as possible.
Where the error is confirmed to be on our part, we will arrange an appropriate resolution, which may include the replacement of the product or another agreed remedy.
7. Change of Mind
Unless otherwise agreed by Rasta Rhino in writing, we do not accept returns solely because a customer has changed their mind or no longer wants the product.
We encourage customers to carefully review product information and confirm their requirements with us before making payment.
8. Custom, Special, or Made-to-Order Products
Products that are custom-made, specially prepared, modified, or ordered specifically for a customer may not be eligible for return or exchange unless the product is defective, damaged, incorrectly supplied, or otherwise does not conform to the agreed specifications.
Any applicable return conditions for custom or special orders will be communicated to the customer before the order is confirmed.
9. Refunds
Where a refund is approved, we will confirm the refund amount and applicable process with the customer.
Refunds will generally be made using an appropriate banking method agreed between Rasta Rhino and the customer.
Any refund will be processed only after the relevant product has been returned and assessed where a return is required.
Please note that we do not process payments or refunds through an online checkout on the website.
10. Return Shipping Costs
Where a return is required because we supplied an incorrect product or the product is confirmed to be defective or damaged prior to delivery, Rasta Rhino will determine the appropriate arrangements for the return shipping costs.
Where a return is approved for another reason, the customer may be responsible for the cost of returning the product.
Return shipping arrangements and costs will be confirmed with the customer before the product is returned.
11. Exchanges
Where appropriate and subject to availability, Rasta Rhino may offer an exchange instead of a refund.
An exchange is not guaranteed and will depend on the nature of the issue, product availability, and the circumstances of the individual order.
12. Products That Cannot Be Returned
A return may not be accepted where a product has been:
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Damaged after delivery due to misuse, improper handling, or negligence;
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Altered, modified, or repaired without our approval;
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Used contrary to the applicable product instructions;
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Damaged through normal wear and tear; or
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Returned without prior approval from Rasta Rhino.
This does not limit any rights that cannot legally be excluded under applicable law.
13. Statutory Rights
Nothing in this Returns Policy is intended to exclude, restrict, or limit any rights or remedies that you may have under applicable consumer protection laws.
Where applicable law provides rights that are more favourable to the customer than the terms of this policy, those legal rights will apply.
14. Contact Us
If you have any questions about a return, refund, exchange, or product issue, please contact Rasta Rhino using the contact details provided on our website.
We will review each return request fairly and communicate the available options to you.
This Returns Policy forms part of the terms governing your use of the Rasta Rhino website and your purchase of products from us.