We hope you’ll be delighted with your new Ruffwear gear but if you are not satisfied with your order you can return it for a full refund. You'll need to let us know within 30 days, however you have up to 100 days for the item to reach us. 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?
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