Returns & Exchanges Policy
RETURN / EXCHANGE WINDOW
Returns and exchanges are accepted within 30 days of delivery.
CONDITION REQUIREMENTS
Items must be:
• unused
• clean
• hair-free
• odor-free
• undamaged
• in resealable condition
ORIGINAL PACKAGING REQUIRED
Original product packaging is required for a return or exchange. Items returned without original packaging or missing key components may be declined or subject to a restocking fee.
REFUND METHOD
Approved returns are refunded to the original payment method after inspection.
WHO PAYS RETURN SHIPPING
Customer is responsible for return shipping unless:
• we shipped the wrong item
• we shipped the wrong size
• the product arrived damaged
If we made the mistake, we will take care of it.
Orders that originally qualified for free shipping do not receive additional refund credit related to shipping. Refunds are issued based on the product price paid.
SALE & DISCOUNTED PURCHASES
Refunds on discounted or promotional purchases are issued based on the actual price paid at the time of purchase, not the original list price.
If a bundled or promotional discount was used and only part of the order is returned, the refund may be adjusted to reflect normal pricing of the items retained.
Certain discounted or promotional items may be marked as “Final Sale” and will not be eligible for return or exchange. These items will be clearly identified at the time of purchase.
RESTOCKING FEE
There is NO restocking fee when items are returned in proper, resellable condition. A restocking fee (up to 15%) may apply ONLY if a return arrives in poor condition, including:
• excessive dog hair
• dirt, wear, or odors
• missing parts or packaging
• damage beyond normal inspection
• items requiring cleaning before resale
If an item is too used or damaged to resell, the return may be declined.
UNAUTHORIZED RETURNS
Do NOT ship items back without contacting us first.
Unauthorized returns, return-to-sender shipments, or packages sent without approval may be rejected or delayed.
NON-RETURNABLE ITEMS
• consumables (chews, treats, etc.)
• used gear
• “Final Sale” items
• items not purchased from Rugged Dog Company
Warranty situations fall under “The Rugged Guarantee,” not this policy.
HOW TO START A RETURN OR EXCHANGE
Email: hello@ruggeddogcompany.com
Include:
• name
• order number
• item(s)
• brief reason
We will reply with instructions.
PROCESSING TIME
Once your return is received and inspected, allow 2–5 business days for processing. Refund timing afterward depends on your bank/card provider.