Refund policy

At The Ruffler, we want you and your dog to be happy with your purchase.

Returns

Due to the nature of our products, we cannot accept returns of opened food products, treats, or supplements for safety and hygiene reasons. If you change your mind, unopened products in their original, sealed packaging may be returned within 14 days of delivery. To be eligible for a return, the product must be unused, unopened, and in the same condition in which it was received. To request a return, please contact us at info@theruffler.com. Returns sent without prior authorization will not be accepted. Please note that customers are responsible for return shipping costs unless the return is due to our error.

Subscription & Cancellation Policy (Ruffler Pass)

By purchasing a Ruffler Pass subscription, you authorize At The Ruffler to charge your selected payment method automatically at the recurring interval chosen (e.g., monthly) until you cancel.

Cancellation Deadline: You can pause, modify, or cancel your subscription at any time through your customer customer portal or by contacting us. To prevent being charged for your next scheduled order, you must cancel or modify your subscription at least 48 hours prior to your next billing date.
Processed Orders: If you cancel your subscription after the automatic payment has already been successfully processed, that specific order cannot be cancelled, refunded, or stopped, and it will be shipped to you. Your cancellation will apply to the subsequent billing cycle.
Minimum Commitment: (Optional - delete this line if not applicable) To prevent subscription discount abuse, a minimum of 2 successful billing cycles is required before subscription cancellation is permitted.

Damaged, Defective, or Incorrect Orders

Please inspect your order upon arrival. If your order arrives damaged, defective, or if you receive the wrong product, please contact us within 7 days of delivery at info@theruffler.com, including photos of the issue. We will review the case and provide a replacement or refund where appropriate.

Non-Returnable Items

The following items cannot be returned:

Opened treats, supplements, or food products
Products with broken safety seals
Products that have been used or partially consumed
Gift cards
Clearance or sale items

European Union 14-Day Right of Withdrawal

For customers within the European Union, you have the right to cancel your order within 14 days of receiving it. For subscription products, this 14-day withdrawal period applies to the first delivery of your subscription contract.

However, under Article 16(e) of Directive 2011/83/EU, the right of withdrawal does not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons once they have been unsealed after delivery. This means that unopened products may be returned within the 14-day withdrawal period, while opened products cannot be returned.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved. Please note that automatic renewal charges are non-refundable if the subscription was not cancelled before the 48-hour deadline. However, if you receive a subscription order that you forgot to cancel, you may return the product under our standard Return Policy (must be 100% unopened, and you will be responsible for the return shipping costs).

If approved, the refund will be issued to your original payment method within 10 business days. Please note that your bank or payment provider may require additional time to process the refund. If more than 15 business days have passed since your refund was approved, please contact us at info@theruffler.com.