Our standard 30-day return policy

We have a 30-day return policy, which means you have 30 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 the receipt or proof of purchase.

To start a return, please contact our support team at support@ruffrover.com. We will provide you with detailed instructions on how and where to send your return package. To help us process your return quickly, we may ask you for a photo or video of the item.

If you are in the European Union, the European Economic Area, or the United Kingdom, the "Right of Withdrawal" section below applies to you instead of the conditions above, wherever it is more favorable to you.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. In these cases, we cover the cost of return shipping. If you are in the EU/EEA or UK, this is in addition to your statutory legal guarantee of conformity (minimum two years), which is unaffected by this policy.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions about your specific item.

Outside the EU/EEA/UK, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds (outside the EU/EEA/UK)

We will notify you once we've received and inspected your return, and let you know if the refund was approved. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 10 business days have passed since we approved your return, please contact us at support@ruffrover.com.

Right of Withdrawal — EU, EEA & UK Customers

This section applies to customers in the European Union, the European Economic Area (Norway, Iceland, Liechtenstein), and the United Kingdom, and takes precedence over the sections above wherever they differ.

Your right of withdrawal

You have the right to withdraw from (cancel) your order within 14 days without giving any reason.

The withdrawal period expires 14 days after the day on which you, or a third party you designate (other than the carrier), takes physical possession of the goods. If your order is delivered in multiple shipments, the period expires 14 days after you receive the last item of the order. If the deadline falls on a weekend or public holiday, it extends to the next business day.

You may also cancel your order at any time before it has shipped, for a full refund.

How to exercise your right of withdrawal

Inform us of your decision by an unequivocal statement before the withdrawal period expires. You can:

•      Use the self-serve returns option in your account or order confirmation email;

•      Email us at support@ruffrover.com; or

•      Use the model withdrawal form below (its use is optional).

It is sufficient to send your notice before the 14-day period expires.

Returning the goods

Please send the goods back without undue delay and in any event no later than 14 days from the day you notify us of your withdrawal.

You will bear the direct cost of returning the goods. If your item arrived defective, damaged, or is not what you ordered, this does not apply — we will cover the cost of the return.

You may inspect the goods as you would in a shop — to establish their nature, characteristics, and functioning. You are liable only for any diminished value of the goods resulting from handling beyond what is necessary for that inspection. Returns cannot be refused because packaging has been opened or tags removed; where handling has gone beyond inspection, we may deduct the corresponding diminished value from your refund.

Refunds

If you withdraw from your order, we will reimburse all payments received from you, including the cost of standard delivery (we will not refund supplementary costs if you chose a delivery option other than our least expensive standard delivery).

We will issue the refund without undue delay and no later than 14 days from the day we are informed of your decision to withdraw. We may withhold the refund until we have received the goods back, or until you have supplied evidence of having sent them back, whichever comes first.

Refunds are made using the same payment method you used for the original transaction, unless you expressly agree otherwise. You will not incur any fees as a result of the reimbursement.

Statutory rights

This section concerns the right of withdrawal only. It does not affect your statutory rights regarding faulty or misdescribed goods, including the EU legal guarantee of conformity and equivalent UK consumer rights.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: Ruff Rover, O-Corp Marketing Inc., 1881 Steeles Avenue West, Suite 406, Toronto, ON M3H 5Y4, Canada — support@ruffrover.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:

— Ordered on (*) / received on (*): ____________________

— Order number: ____________________

— Name of consumer(s): ____________________

— Address of consumer(s): ____________________

— Signature of consumer(s) (only if this form is notified on paper): ____________________

— Date: ____________________

(*) Delete as appropriate.