Retourbeleid

If for any reason you are not satisfied with your order, please contact us. At Ruffy, we strive to ensure that our customers are happy with the product they purchased from us. If you have any issues with the shipping or product and are feeling frustrated, please contact us using the contact details at the bottom of the page or via our contact page and our team will assist you immediately.

REFUND POLICY

1. HOW LONG DO I HAVE TO RETURN MY ORDER?
We have a 100-day return policy, which means that you can return an item within 100 days of receiving it as long as the items are in brand new condition, in the original tags and packaging, and free from odors and dog hair.

2. HOW LONG WILL IT TAKE TO GET MY MONEY BACK?
Refunds will be processed within 14 days via the original method of payment you used once we have received the items, inspected them and verified that they meet the return policy. All customers must contact us after returning the package and provide us with the tracking information so that we can process the refund.
Please note: Most financial institutions take an average of 3-5 business days to process the refund after we have granted it.

3. HOW LONG IS THE CANCELLATION PERIOD FOR MY ORDER?
Orders can be cancelled within 24 hours of placing the order. After this period, the order has already been processed and we can no longer reverse the shipment. If you still want to return the product after receiving it, you can do so according to our return policy.

EXCHANGES & RETURNS

Return form:  download

1. WHAT IS THE RETURN PERIOD FOR MY ORDER?
We have a 100-day return policy, which means you can return a product within 100 days of receiving it as long as the items are in brand-new condition, in the original tags and packaging, and free of odor and dog hair.

2. HOW LONG IS THE CANCELLATION PERIOD FOR MY ORDER?
Orders can usually be cancelled during our processing time, which is 24 hours. After this time, the item has already been shipped and we can no longer accept returns. If you no longer want an order after this time, it must be returned according to our returns policy.

3. WHY ARE PERSONALISED PRODUCTS EXCLUDED FROM RETURNS?

Some of our products are customisable, meaning that there is a unique product for everyone. Due to this uniqueness, these products cannot be returned as they are simply unusable and will be thrown away.

4. DO I HAVE TO PAY FOR THE SHIPPING COSTS OF MY RETURN?
Yes, all customers are responsible for their own return shipping costs, which can be around 20-25 euros. We recommend that you send your return with a tracking option, as we cannot be held responsible for lost returns.

5. CAN I RETURN MY PRODUCT WITHOUT CONTACTING YOU?
You must contact us before submitting your return, this way we can make sure everything went well and that you have provided the correct address.

6. HOW CAN I CONTACT YOU?
You can contact us via email at team@ruffy.nl  or via the contact form on our contact page . The Ruffy team works 7 days a week. You will usually receive a response within 24 hours and we are happy to help!

7. MY ORDER IS DAMAGED, WHAT SHOULD I DO?
For the quickest resolution, please attach a photo showing the poor quality or damaged part of the item. The best photos are on a flat surface where the label and defect are clearly visible. We use this information to help you with your order and to prevent errors in the future. After confirmation, we will offer you to resend the product or refund your money.

8. I RECEIVED THE WRONG PRODUCT, WHAT SHOULD I DO?
The quickest solution is to attach a photo of the goods to an email to our customer service. It is best to take photos on a flat surface where the label and defect are clearly visible. Our team will help you solve the problem as soon as possible. You will usually receive a response within 24 hours. We use this information to help you with your order and to prevent errors in the future.  After confirmation, we will offer you to resend the product or refund your money.

9. I WANT TO PROVIDE A DIFFERENT ADDRESS, HOW DO I CHANGE IT? If you want to change your address or have provided an incorrect address, please send an email to team@ruffy.nl
as soon as possible   so that we can still change this address during the processing period. 

10. I WANT TO EXCHANGE MY ORDER, HOW DO I DO THAT?
Send an email to  team@ruffy.nl  with your order number and which product you want to exchange and what you would like to have in exchange. They will then arrange this for you.

11. WHAT DOES THE RETURN PROCESS LOOK LIKE?
After you have contacted our customer service to initiate the return, you will receive all the information needed for the return, which you then have to send back by post with DHL/PostNL and a tracking code.

12. I HAVE NOT RECEIVED MY ORDER WITHIN THE INDICATED DELIVERY TIME, WHAT NOW?
If your order falls outside the indicated delivery time, please report it to customer service and wait another 3-5 working days in case there is a delay. If your order really does not arrive and there is no prospect of delivery, we will send a new one or refund the amount.

Download the return form  here

CONTACT US:

At Ruffy we are available 7 days a week and we try to process all messages within 24 hours.

If you have any further questions or comments, you can contact us in several ways:

✉ -  team@ruffy.nl
 💬 -  Frequently Asked Questions

Opening hours: Monday - Friday: 09:00 - 21:00
Saturday and Sunday: 09:00 - 18:00

Hoofdkantoor:
Bedrijfsnaam: Ruffy LLC
Handelsnaam: Ruffy
Adres: 1840 Grant Park Lane, LOs Altos, CA 94024, USA (geen bezoek- of retour adres)
EIN: 33-3744702