Refund policy

At The Ruffler, we want you and your dog to be happy with your purchase. If something isn’t right, contact us at info@theruffler.com.

30-Day First-Jar Guarantee

Give your dog a chance to try The Ruffler. If the product isn’t the right fit, email us within 30 days of delivery with your order number and product name.

Our guarantee covers your first jar of each product purchased directly from theruffler.com, even if it has been opened or partially consumed. You don’t need to return the jar.

The following conditions apply:

  • The guarantee covers one jar per product, per customer.

  • It applies to one-time purchases and the first subscription delivery of a product.

  • Repeat purchases and subsequent subscription deliveries are not covered.

  • We refund the amount actually paid for the eligible jar after discounts.

  • For bundles, the refund is the portion of the bundle price allocated to the eligible jar, with the bundle discount applied proportionally.

  • Separately charged shipping costs are not refunded under this voluntary guarantee.

Once we verify your purchase and eligibility, we will issue the refund to your original payment method within 10 business days. Your bank or payment provider may need additional processing time.

This guarantee is additional to your statutory consumer rights and does not limit them.

Change-of-Mind Returns

If you change your mind, notify us at info@theruffler.com within 14 days of delivery. Then send the products back within 14 days of notifying us.

Products returned under our change-of-mind policy must be unused and in their original, unopened, sealed packaging. Contact us for return instructions and the return address before posting your parcel. Keep your proof of postage.

You are responsible for return shipping costs unless the return is due to our error or a faulty product.

Opened or partially consumed products are covered separately by our 30-Day First-Jar Guarantee, where eligible. No physical return is required for that guarantee.

Discounted and sale products are subject to the same applicable return rights as full-price products.

European Union Right of Withdrawal

EU customers generally have the right to withdraw from an online purchase within 14 days of receiving the goods, without giving a reason. For subscriptions involving regular deliveries, this period starts when the first delivery is received.

To exercise this right, send a clear statement of your decision to info@theruffler.com before the deadline. Prior approval is not required.

Where the legal hygiene exception applies, sealed goods unsuitable for return for health protection or hygiene reasons cannot be returned under this right after unsealing. This does not affect our First-Jar Guarantee or your rights concerning faulty goods.

For a full withdrawal, we refund the purchase price and our least expensive standard outbound delivery charge. Additional express delivery costs are excluded.

We refund within 14 days of your withdrawal notice, but may wait until we receive the goods or proof of return, whichever comes first.

Ruffler Pass Subscriptions

When you purchase a Ruffler Pass subscription, you authorize recurring payments at the price and frequency shown when you subscribe.

You can pause, modify, or cancel your subscription through your customer portal or by emailing info@theruffler.com.

You can cancel your subscription through your customer account at any time. Cancellation takes effect immediately and stops future renewals. To avoid your next scheduled charge, cancel before it is processed.

If you would like us to cancel on your behalf, please email info@theruffler.com at least 48 hours before your next billing date to allow time for us to process your request.

Cancelling your subscription does not automatically cancel or refund an order that has already been charged. For those orders, our Returns & Refund Policy and your statutory consumer rights apply.

Damaged, Faulty, or Incorrect Products

If your order arrives damaged, contains an incorrect product, or appears faulty, email info@theruffler.com as soon as possible with your order number and a description of the issue. Please include photos where possible to help us resolve it.

We will arrange an appropriate remedy, such as a replacement or refund, in accordance with your applicable consumer rights. If a return is needed, we will cover the necessary return shipping costs.

The unopened-packaging requirement and first-jar limits do not restrict claims concerning faulty, damaged, or incorrect products.

Receiving Your Refund

Refunds are issued to the original payment method.

For claims under our 30-Day First-Jar Guarantee, refunds are issued within 10 business days after eligibility is verified. For EU withdrawals, the deadline described above applies.

We will email you when your refund has been issued. Your bank or payment provider may take additional time to display it. If you have not received it within 15 business days of our confirmation, contact us so we can help trace it.

Contact

For returns, guarantee claims, refunds, or subscription assistance:

Email: info@theruffler.com
Business: Kalnozolu Koks SIA, trading as The Ruffler
Business address: “Kalna Daģi”, Sērene Parish, LV-5123, Latvia

Please contact us for return instructions before sending products to this address.