Return & Refund Policy

Effective Date: September 16th, 2026

Thank you for shopping with Ruff City Pet LLC.

We want you and your pet to be happy with your purchase. Please review the following Return & Refund Policy before making a purchase.

1. 30-Day Return Policy

Ruff City Pet LLC offers a 30-day return policy, which means you have 30 days from the date you receive your item to request a return.

To be eligible for a return, the item must:

• Be in the same condition in which you received it.

• Be unused and unworn.

• Have all original tags attached, when applicable.

• Be in its original packaging, when applicable.

• Include your receipt or other valid proof of purchase.

Items that show signs of use, wear, washing, damage, alteration, or misuse may not be eligible for return.

Returns must be requested within the 30-day return period. Requests submitted after the 30-day period generally will not be accepted.

2. Items That Cannot Be Returned or Exchanged

For health, safety, hygiene, and product-specific reasons, the following items are not eligible for return or exchange:

• Coats

• Jackets

• Sweaters

• Harnesses

• Other wearable pet products

• Perishable products, including pet food

• Custom or personalized products

• Special-order products

• Hazardous materials

• Flammable liquids or gases

• Sale or clearance items

• Gift cards

Wearable products listed above are final sale and cannot be returned or exchanged, even if unused.

If you have questions about whether a particular product is eligible for return, please contact us before sending the item back.

For wearable products that may have a manufacturer-related issue, Ruff City Pet LLC may, at its discretion, assist you in contacting or communicating with the manufacturer. Manufacturer approval may be required before a replacement, repair, or other remedy is provided.

3. How to Request a Return

To request a return, contact us at:

Email: info@ruffcitypet.com

Please include your order number, the item(s) you wish to return, and the reason for the return.

Do not send an item back without first receiving return authorization from Ruff City Pet LLC.

Unauthorized returns may not be accepted or processed.

If your return is approved, we will provide return instructions and, when applicable, a return shipping label.

4. Return Shipping Labels

When a return is approved, Ruff City Pet LLC may provide a return shipping label.

Return shipping labels are issued for a limited period and may expire.

Only one return shipping label will be provided per order unless Ruff City Pet LLC determines that an additional label is appropriate.

If the provided return label expires and you are still within the 30-day return period, you may contact us to determine whether the return can still be completed. If a new return label is not provided, you may be responsible for the cost of return shipping.

Unless otherwise stated or required by applicable law, return shipping costs for ordinary customer-requested returns are the responsibility of the customer.

If the return is due to an item being defective, damaged upon arrival, or incorrectly shipped by Ruff City Pet LLC, please contact us before returning the item so we can provide instructions.

5. Damaged, Defective, or Incorrect Items

Please inspect your order promptly after receiving it.

If your item arrives damaged, defective, or you receive the wrong item, contact us at info@ruffcitypet.com as soon as possible and preferably within 48 hours of delivery.

Please provide:

• Your order number.

• A description of the problem.

• Photographs showing the item and any damage, when applicable.

• Photographs of the packaging, when applicable.

We will review the issue and determine the appropriate resolution, which may include a replacement, refund, store credit, or another remedy where appropriate.

Do not return a damaged, defective, or incorrect item until you have received instructions from us.

The 48-hour reporting period is intended to help us promptly investigate shipping and product issues and does not eliminate any rights or remedies that cannot legally be excluded or limited under applicable law.

6. Returns Due to Customer Preference

If you are returning an eligible item because you changed your mind, ordered the wrong size, no longer want the item, or for another reason unrelated to a defect or shipping error, the item must meet all eligibility requirements in this policy.

Unless otherwise stated, the customer is responsible for return shipping costs for these returns.

7. Exchanges

We do not offer direct exchanges.

If you would like a different item, size, color, or product, the fastest option is to return the eligible item in accordance with this policy and place a new order for the desired item.

A new order is subject to current pricing and availability.

8. Return Inspection

Once we receive your return, we will inspect the item to determine whether it meets the requirements of this Return & Refund Policy.

Submitting a return request does not guarantee that the return will be approved.

If the returned item does not meet the eligibility requirements, we may deny the return or refund.

Items that are used, worn, washed, damaged, altered, missing required tags or packaging, or otherwise not in the condition required by this policy may be rejected.

9. Refunds

After your return is received and inspected, we will notify you whether your refund has been approved or denied.

If approved, your refund will be issued to the original payment method.

Please allow up to 10 business days for Ruff City Pet LLC to process an approved refund.

After we process the refund, your bank or credit card company may require additional time to post the refund to your account. Processing times vary by financial institution.

If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at:

info@ruffcitypet.com

10. Refund Amount

Approved refunds will generally be issued for the eligible returned merchandise.

Original shipping charges, if any, may not be refundable unless required by applicable law or otherwise stated by Ruff City Pet LLC.

For customer-requested returns, return shipping costs are generally the responsibility of the customer.

If an item was damaged, defective, or incorrectly shipped, we will review the circumstances and determine the appropriate remedy.

11. Sale and Clearance Items

Unless otherwise stated, sale, clearance, and promotional items are final sale and are not eligible for return or exchange.

Any product specifically identified as "Final Sale" is not eligible for return or exchange except where required by applicable law.

12. Gift Cards

Gift cards are non-refundable and cannot be exchanged for cash, except where required by applicable law.

13. Manufacturer Warranties

Some products may be covered by a manufacturer's warranty.

Where applicable, manufacturer warranties are separate from Ruff City Pet LLC's return policy and are subject to the manufacturer's terms and conditions.

If you believe a product has a manufacturer-related defect, contact us at info@ruffcitypet.com and we will provide assistance or direct you to the appropriate manufacturer when applicable.

14. Policy Exceptions

Ruff City Pet LLC reserves the right to make reasonable exceptions to this policy at its discretion.

Any exception granted for one order or customer does not create an obligation to make the same exception for another order or customer.

Nothing in this policy is intended to waive or limit any consumer rights or remedies that cannot legally be waived or limited under applicable law.

15. Contact Us

If you have questions about a return, refund, damaged item, defective product, or this policy, please contact us:

Ruff City Pet LLC
Email: info@ruffcitypet.com
Phone: 717.951.3091