Returns & Refunds Policy

We want you and your dog to be happy with your Ruff & Buff purchase. If something isn’t quite right, we’re here to help.

Change of mind returns

You may return an eligible item within 30 days of delivery if you change your mind or order the wrong size.

To be eligible, the item must be:

• unused and unworn
• unwashed
• free from dog hair, dirt, stains and odours
• in its original condition
• returned with its original packaging and tags, where applicable

For change-of-mind returns, the customer is responsible for return postage.

Original shipping charges are non-refundable unless required by law.

Size exchanges

Ordered the wrong size? You can request an exchange within 30 days of delivery.

The item must meet the same return conditions above.

Replacement sizes are subject to availability. If your preferred size is unavailable, we can offer a refund or another available option.

Return postage for size exchanges is the customer’s responsibility.

Faulty, damaged or incorrect items

If your order arrives damaged, faulty or you receive the wrong item, please contact us as soon as possible.

Include:

• your order number
• a brief description of the issue
• clear photos showing the problem

We’ll review the issue and provide an appropriate remedy in accordance with Australian Consumer Law.

Items we cannot accept as change-of-mind returns

For hygiene reasons, we cannot accept change-of-mind returns for products that have been:

• worn or used by a dog
• washed
• used outdoors
• soiled or damaged after delivery
• returned with excessive dog hair or odours

This restriction does not remove any rights you may have if the item is faulty or otherwise fails to meet a consumer guarantee.

Refunds

Once we receive your return, we’ll inspect it and let you know whether your refund has been approved.

Approved refunds will be issued to your original payment method.

Please allow several business days for your bank or payment provider to process the refund after it has been issued.

Return shipping

For change-of-mind returns and size exchanges, return shipping costs are paid by the customer.

If the product is confirmed to be faulty, damaged on arrival or incorrectly supplied, we’ll provide an appropriate remedy and cover reasonable return costs where required by law.

How to start a return

Before sending anything back, contact us at:

help@ruffandbuff.com.au

Please include your order number and reason for the return.

We’ll provide the return instructions and return address.

Please do not send items back without contacting us first.