We hope you’ll be delighted with your new Ruffwear gear but if you are not 100% satisfied with your order you can return it for a full refund within 30 days of purchase. The items returned must not have been used, altered, washed, or damaged, and must include original packaging.
If you have purchased a Ruffwear item from one of our retailers and not from ruffwear.co.uk, please contact them directly regarding their return policy.
THINGS TO KNOW
We recommend carefully trying on your new Ruffwear gear indoors, keeping the packaging intact, before your next adventure. Correct fit is critical to the performance of Ruffwear products.
To be eligible for a full refund or credit, new, unused products must be clean.
The card used for the purchase will be the one we credit with the original purchase amount, less any delivery charge paid where appropriate. Delivery costs are refunded on faulty items, or where we have supplied the wrong item. In this event please contact our customer services team to arrange the return
HOW DO I RETURN SOMETHING?
First contact our customer services team with your reason for returning the goods. We'll get back to you as soon as possible with your returns options so you can send the items back to us. Customers must pay for any return delivery costs, except where the wrong item has been sent to you or the item is defective. Once we've received your goods and them checked over your original card will be credited. You must always contact our customer services team before you return any goods.
I LIKE MY GEAR BUT WANT TO MAKE AN EXCHANGE. WHAT DO I DO?
Unfortunately we are unable to exchange items, including size and colour swaps. Please follow the returns process and place a new order separately.
HOW LONG DOES IT TAKE TO RECEIVE MY REFUND?
Once we receive your return, we inspect your item(s) and then initiate a refund. Our goal is to process your return within three to five business days of receipt. Credits may take up to an additional five business days to post to your account. Given shipping and processing time, the return process can take up to two to three weeks.
Final credit to your account depends on the policies of the bank or institution of your original payment method.
We will notify you via email when your return has been processed.
Please note: refunds do not include any delivery costs paid on your original order
RIGHT OF WITHDRAWAL
If you are a resident of the European Union, you have the right to withdraw from this contract and return your purchase within 14 days without giving any reason.
How it works:
The Window: The withdrawal period expires 14 days from the day you (or a third party indicated by you) physically receive the goods.
Exercising Your Right: To exercise your right of withdrawal, you must inform us of your decision through a clear statement. You can do this easily by clicking the "Withdraw from contract" button located on your Order Status page or inside your Customer Portal. Alternatively, you can contact our support team at info@ruffwear.co.uk.
Effects of Withdrawal: If you withdraw from this contract, we will reimburse all payments received from you, including the costs of standard delivery, without undue delay and no later than 14 days from the day we receive the returned goods (or proof that you sent them back). We will carry out such reimbursement using the same means of payment as you used for the initial transaction.
Return Shipping: You will have to bear the direct cost of returning the goods unless otherwise stated by us.