Returns Policy

We want you to be happy with your Ruff order. If something isn’t right, we’re here to help.

Change of mind return

We accept change of mind returns within 30 days of you receiving your order.

To be eligible for a change of mind refund, your item must be:

  • unused and unworn

  • in its original condition

  • with any tags still attached

  • In its original packaging.

Please note, for hygiene reasons, we may not be able to accept returns on items that have been worn, used, washed or are not in the condition we sent it to you in.

To request a return, please email sales@ruffsupplied.com.au with your order number and reason for return. If your return is approved, we’ll provide instructions on how to return your item.

Items sent back without first contacting us and receiving return instructions may not be accepted.

Faulty, damaged or incorrect items

Please inspect your order as soon as it arrives and contact us straight away if:

  • your item is faulty or defective

  • your order arrives damaged

  • you receive the wrong item

If this happens, please email sales@ruffsupplied.com.au as soon as possible with your order number, a description of the issue, and clear photos where relevant. We’ll assess the issue and will send a replacement item.

Refunds

If approved, your refund will be processed back to your original payment method within 10 business days. Please note that your bank or payment provider may take additional time to process and show the refund in your account.

If more than 15 business days have passed since your refund was approved and you still haven’t received it, please contact us at sales@ruffsupplied.com.au.

Return shipping

For change of mind returns, return shipping costs are the responsibility of the customer. Original shipping costs are non-refundable.

We recommend using a tracked shipping service, as we cannot guarantee responsibility for returns lost in transit.

Australian Consumer Law

We stand by our gear.

If something isn’t right, you’re covered under Australian Consumer Law. That means if your product is faulty, damaged or not doing what it’s meant to, you may be entitled to a replacement, repair or refund.

If it’s a major issue, you can choose a refund or replacement. If it’s a smaller issue, we’ll work with you to fix it.Refunds

Once we receive and inspect your returned item, we’ll let you know whether your refund has been approved.

Questions

If you have any questions about returns, refunds or your order, please contact us at sales@ruffsupplied.com.au.