At Ruffdog Hub, we want every purchase to be as satisfying as a belly rub for your pup! If something isn’t quite right with your order of Animal Wear, Food, or other pet essentials, our returns policy is here to help – no tricks, just treats!

1. Our Return Promise

We accept returns of most items within 15 days of delivery, provided they’re:

  • In original condition (tags still attached for Animal Wear, unopened for Food and Supplements)
  • Accompanied by proof of purchase
  • Not part of our non-returnable items (see section 5)

🐶 Paws Note: For hygiene reasons, we cannot accept returns on opened Non-Prescription Medications or Food items unless faulty. Prescription Medications cannot be returned under any circumstances due to legal restrictions.

2. How to Initiate a Return or Exchange

Follow these simple steps (easier than teaching sit!):

  1. Contact us within 15 days of delivery at [email protected] with your order number and details about the item you wish to return/exchange
  2. We’ll send you a Return Authorization Number and instructions within 2 working days
  3. Pack the item securely in its original packaging (like a responsible dog packs away its toys!)
  4. Include the completed Return Form (see template below)
  5. Ship the package to our returns address (we’ll provide this in your authorization email)

3. Return Shipping

For returns due to our error:

  • We’ll cover return shipping costs (we’ll send you a prepaid label faster than a greyhound runs!)

For other returns:

  • You’re responsible for return shipping costs (we recommend using a tracked service)
  • The original shipping fee is non-refundable (just like you can’t un-throw a ball!)

4. Refund Process

Once we receive and inspect your return:

  • Timing: Refunds are processed within 5 business days (quicker than a hungry pup finishes dinner!)
  • Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Delivery time: Allow 3-10 business days for the refund to appear in your account, depending on your bank

For exchanges:

  • We’ll ship your replacement item once we receive the return
  • You’ll receive tracking information (so you can stalk it like a cat stalks a laser pointer!)

5. Return Form Template

Copy and paste this into your return package:

Ruffdog Hub Returns Form

Return Authorization Number: _______________

Order Number: _______________

Date Received: _______________

Item(s) Being Returned: _______________

Reason for Return: _______________

Requested Action: □ Refund □ Exchange (please specify: _______________)

Customer Name: _______________

Contact Email: _______________

Additional Comments: _______________

6. Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

  • Prescription Medications (due to legal restrictions)
  • Opened Non-Prescription Medications or Food items (unless faulty)
  • Personalized or custom Animal Wear
  • Items damaged due to misuse (even the toughest chew toys have limits!)

🐕 Pro Tip: Found a faulty item? Contact us immediately at [email protected] with photos – we’ll make it right faster than you can say “walkies!”

7. Returns Address

Please wait for your Return Authorization email before sending items to:

Ruffdog Hub Returns
29 Percy St
Newcastle upon Tyne
GB CH4C 6DH

Got questions? Our pack is ready to help! Email [email protected] and we’ll respond faster than a Jack Russell chasing a ball!