Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@ruggedhound.com. In your email please include your order number. We will respond with a form to fill out with information on where to send your return. You may also start the return using the self service option when you login to your account. This process does speed up your return
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@ruggedhound.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We will require the following images for all returns:
- Packaging from 4 different angles
- Item and damage to the item.
- All original interior packaging - any extras we include for special packaging.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as treats and such products), custom products (such as special orders or personalized items), and personal care goods (Soaps, shampoos, bath bars ect.). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards, customized products, or products that have chew/bite damage.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. We will allow exchanges on solid collars and leashes, and premade budget binders with no customizations.
COLOR
We make every effort to ensure that our product images are as accurate as possible. Please understand that there may be color variations due to monitors, lighting, etc. As such, we do not make any exceptions to our return/exchange policy due to color.
TWO-TONE LEASH/COLLAR PRODUCTS
Two-Tone Leash/Collar Products made to a custom color combination are not eligible for exchange or return. If you decided within 24 hours of placing your order, that you would like to request a cancellation, and work has already begun on your order – the order cancellation shall be treated as a return and will subject to a 25% restocking fee. All restocking fees are based upon the original retail price of the product, prior to the use of any discounts.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@ruggedhound.com.
