Return Policy
Return Policy
If for any reason you are not satisfied with your order, please contact us. At Ruffstead, we strive to make sure our customers are happy with the product they purchased from us. If you have a problem with your shipment or product and you're frustrated, please reach out to us using the details at the bottom of the page or through our contact page. Our team will help you right away.
Is it possible to return my order?
Yes, it is. If you are not satisfied with the items you received, you can return them within 14 days of receipt. In that case, the order must meet the following conditions:
- The order is in new condition, contains all associated parts, has its original labels and packaging, and is free of odors and dog hair.
- The product has been used normally; damage caused by improper or careless use is excluded.
- Products where hygiene is important must be carefully cleaned before being returned.
- The product is found to be defective immediately upon receipt.
- We reserve the right to pass shipping costs on to the customer.
A return is processed within 7 business days. If all conditions are met, the return is officially accepted within this period.
We reserve the right to refuse returned items if we suspect they have been used or damaged beyond our responsibility.
During sale or promotional periods: If the total amount of your order is more than $100, no refund can be issued. In the case of a return, you will receive a store credit that is valid across our entire webshop.
How can I return my order?
If your order meets the conditions above, follow these steps to start the return process:
Send an email to:
Make sure your email includes the following information:
- Order number
- Reason for the return request
- Photo of the product in case of damage
- First and last name of the customer
- Address of the customer
We will then contact you and provide you with the return address of our warehouse. Do not send your package to the physical company address.
The customer is responsible for the shipping costs of the return.
Failed deliveries & refused packages
If a delivery fails due to, for example:
- an incorrectly provided address
- refusal of the package
- other circumstances beyond our responsibility
then we reserve the right to withhold a fixed fee of $15 from the amount to be refunded.
These costs cover the processing, handling, and shipping costs of the failed delivery.
We strongly recommend that customers:
- carefully check their delivery address at checkout
- accept the package
in order to avoid unnecessary costs.
Right of Withdrawal
The consumer has a right of withdrawal under the following provisions, provided that the consumer is a natural person making a purchase for purposes that are not primarily related to a business or professional activity.
A. Conditions for cancellation
Right of withdrawal The withdrawal period is 14 days from the day on which you, or a third party on your behalf (not the carrier), received the last items.
Because we use a fully automated processing system, orders are processed immediately once they are placed. For this reason, the shipping process can no longer be stopped after order confirmation, and cancellation is no longer possible once the items have been received.
Important: Cancellation is only possible during our customer service opening hours and only if your order has not yet been processed. Once the order enters our processing system, it can no longer be cancelled.
Customer service hours:
- Monday to Friday: 9:00 AM – 5:00 PM
- Saturday: 9:00 AM – 3:00 PM
- Sunday: closed
To exercise your right of withdrawal, you must inform Ruffstead through a clear statement (e.g., by email) that you wish to withdraw from the agreement. The withdrawal takes effect once we have received the goods. The return costs are borne by the buyer.
Packages already in transit
Once goods have been shipped and are in the delivery process, cancellation is no longer possible. We ask you to wait until you have received the package and then return it if you wish.
You may inform us in advance of your wish to cancel. For quick processing, we ask for a shipping confirmation of the return package.
Consequences of withdrawal
If you withdraw from the agreement, we will refund all payments we have received from you, with the exception of shipping costs (and any additional costs for a different shipping method you chose).
The refund will be made:
- without undue delay
- no later than 14 days after we have received both your withdrawal request and the returned goods
- via the same payment method used for the original transaction (unless otherwise agreed)
No additional costs will be charged for the refund.