Informativa sui rimborsi

Last updated: September 29, 2026

We want you and your pet to love every order. If something isn't right, we'll help you return it, exchange it or get your money back.

30-day returns

You can return most items within 30 days of delivery for a full refund of the item price. To be accepted, the item must be:

  • unused, unwashed and not used by your pet;
  • in its original packaging, with all parts, accessories and labels;
  • sent back with proof of purchase (your order number).

How to start a return

  1. Email us at ruffbay@gmail.com (or use the Return & Cancel button on our site) with your order number, the item(s) you want to return and the reason.
  2. We reply within 1–2 business days with the return address and instructions.
  3. Pack the item securely and send it with a trackable shipping method. Keep your tracking number.

Please don't send anything back before contacting us. Items sent to an address other than the one we give you, or without a return request, can't be processed.

Damaged, defective or wrong items

If your order arrives damaged or defective, or you received the wrong item, email us within 14 days of delivery with your order number and a photo or video of the problem. We'll send a free replacement or give you a full refund, whichever you prefer. In most cases you won't need to send the item back. You pay nothing for these returns.

Items we can't accept back

  • Items that have been used, chewed, washed or damaged after delivery, unless the item arrived defective.
  • For hygiene reasons: items delivered sealed (such as grooming tools, brushes, bowls, feeders and water bottles) once the seal has been opened.
  • Gift cards.

Customers in the EU, EEA and UK keep their legal right of withdrawal described below.

Return shipping costs

If you return an item because you changed your mind, you pay the return shipping. If we made a mistake or the item is damaged or defective, the return is on us.

Refunds

Once we receive and inspect your return, we'll email you to confirm. Approved refunds go back to your original payment method within 10 business days. Your bank or card issuer may need a few more days to show it.

If you return your whole order within the withdrawal period, we also refund the standard shipping you paid. Extra costs for a faster shipping method you chose aren't refunded.

Exchanges

Need a different size or color? Email us at ruffbay@gmail.com. The quickest way is to return the item for a refund and place a new order for the one you want.

Cancelling an order

You can cancel your order free of charge before it ships. Email us as soon as possible with your order number. Once an order has shipped, it can't be cancelled, but you can return it under this policy.

Deals and bundles

Items bought with a discount (such as the Deal of the Day) are refunded at the price you actually paid. Bundles, such as the Complete Walk Kit, are sold as a set and are refunded as a set. If only one part of a bundle is damaged or defective, we'll replace that part.

Lost or late orders

If your tracking hasn't updated for 10 business days, or your order hasn't arrived within 30 days of shipping, contact us. We'll look into it with the carrier and, if the package is lost, send a replacement or give you a full refund.

Your right of withdrawal (EU, EEA and UK customers)

If you live in the European Union, the EEA or the United Kingdom, you have the legal right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason. Our 30-day return period includes and extends this right. To use it, send us a clear statement (for example by email to ruffbay@gmail.com) that you wish to withdraw, before the period ends. We refund all payments received, including standard delivery costs, within 14 days of receiving your statement. We may hold the refund until we've received the goods back or you've shown proof that you sent them. You pay the direct cost of returning the goods. You're only responsible for any loss in value caused by handling the goods more than needed to check their nature, characteristics and functioning.

These rights come on top of your statutory rights for faulty goods, which aren't affected by this policy.

Questions

Email us at ruffbay@gmail.com. We're happy to help.