Política de reembolso

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.

Coats, jackets, sweaters, harnesses, and other wearables cannot be returned or exchanged. If you need assistance, please contact us at info@ruffcitypet.com, and we'll connect you with the manufacturer for approval.

To start a return, you can contact us at info@ruffcitypet.com. 

If your return is accepted, we’ll send you a return shipping label along with instructions on how and where to send your package. Return shipping labels do expire and are valid for a limited time. Only one return label will be issued per order. If the label expires and you still wish to complete your return within the 30-day return window, you will be responsible for covering the cost of return shipping. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@ruffcitypet.com. 

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. All damages or issues must be reported within 48 hours of receiving your order to be eligible for review or replacement.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food), custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, 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
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. 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 too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@ruffcitypet.com.

Policy Enforcement
By placing an order with Ruff City Pet, you acknowledge and agree to the terms outlined in this Return & Refund Policy. No exceptions will be made outside of the conditions stated above. Requests that fall outside of this policy, including but not limited to return windows, item eligibility, or reporting timelines, will not be approved.