Refund policy

Return & Refund Policy

Last updated: 14/06/2025

Return Eligibility

We offer a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You’ll also need your receipt or proof of purchase.

To start a return, contact us at info@ruffo.co.uk. If your return is accepted, we’ll send you the return instructions and details on where to send your package.

Items sent back without prior approval will not be accepted.

How to Return

1. Email info@ruffo.co.uk with the following:
   • Reason for return
   • Order number
   • Which item(s) you’d like to return
2. We’ll reply with a return confirmation and instructions.
3. If applicable, please print your postage label and drop the item(s) off at your local Royal Mail branch or courier service.
4. We’ll process your refund once the item has passed inspection.

Processing Times

• Return requests are processed within 48 hours
• Refunds are usually completed within 3–5 business days after inspection
• Refunds will be returned to your original payment method

Damages and Issues

Please inspect your order upon delivery and contact us immediately at info@ruffo.co.uk if:

• Your item is damaged or defective
• You received the wrong item

We’ll work quickly to resolve any issues.

Exceptions / Non-returnable Items

We do not accept returns on:

• Perishable goods (e.g. dog food, treats, or chews)
• Personal care items (e.g. supplements)
• Custom or personalised items
• Final sale items
• Gift cards

If you have questions about a specific item, feel free to reach out before purchasing.

Exchanges

The quickest way to get the item you want is to return your original item and place a new order once your return is accepted.

Refunds

You’ll be notified once your return is received and inspected. If approved, your refund will be automatically processed to your original payment method.

Please allow a few working days for your bank or credit card provider to complete the transaction.