Returns

Returns

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 (packages must be returned pre-paid). Once we’ve received your goods and checked them 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?

If you would like a new exchange sent out as soon as possible we recommend placing a new order and following the usual returns process via our customer services team. Alternatively, you can swap the item by ordering the new item through our customer services team, however your new item will only be despatched when we receive the returned item so this may take a little longer. If you have any questions, please contact our customer services team.

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