Refund policy

Rufftail Shipping, Return & Cancellation Policy

Orders can be canceled only before dispatch.
Once dispatched, cancellation is not possible.
Rufftail also retains the right to cancel any order at its sole discretion (e.g., large quantities, suspected non-personal use, incomplete information).

Exchange Request Window: Must be raised within 7 days of product delivery.
Products NOT eligible for Return/Exchange (unless received damaged or expired):
- Edible/perishable items (e.g., food, treats)
- Personalized or made-to-order products
- Beds, play pens, crates, carriers
- Dog and cat toys
- Sale items (including Flash Sale and Clearance Sale)
- Face masks
- Dog pads/diapers
- Medicines and supplements
Conditions for Returns/Exchanges:
- Product must be unused and unopened (especially food/treats).
- Must be in original packaging with all tags, labels, and accessories intact.
- Return/exchange requests made after 7 days post-delivery will not be accepted.
- Products that are used, altered, misused, or missing original packaging are not eligible.
- Combo products must be returned completely; partially opened combos are not eligible for return or exchange.

Step 1: Mention your order ID and send a photograph of the package to [admin@rufftail.com].
Step 2: We will send someone to pick up the product at no cost to you. Please ensure the product is unused and has all tags intact. Keep the pick-up slip safe for coordination with our delivery partners.
Step 3: After a quality check at the warehouse, we will either offer you an exchange or store credit, as per our policy.
Note: If the exchange product is unavailable, we will offer you store credit and notify you when the item is back in stock.
Important: The first exchange is free of cost. Consequent exchanges may incur a charge, which will be borne by the customer.

Must be reported within 24 hours of delivery, along with necessary photo/video proof.
Contact us at [admin@rufftail.com] or call our customer care team.

Refunds are processed after warehouse inspection and verification of returned items.
Refunds are initiated within 24–48 hours after inspection.
It may take 7–14 business days for the refund amount to reflect in your account (depending on your bank/payment provider).
For Cash on Delivery (COD) orders, refunds require sharing bank account details or can be issued to your Rufftail Wallet for future use.