returns & exchanges
If you are not satisfied with your product, Golden Ruff will accept product exchanges or refunds for purchases made at goldenruff.com, as long as:
- Item(s) are initiated for return and placed in the post within 14 days of receipt.
- Item(s) are unworn and unused and returned in original packaging.
- Item(s) were not marked “Final Sale” at the time of purchase, unless faulty.
- Proof of purchase from goldenruff.com is provided.
To initiate a return, please contact our Customer Care team at contact@goldenruff.com with your original order number and request, and we will provide you with the steps required to return your order.
Golden Ruff does not take responsibility for the shipping cost to return your item unless otherwise advised by the Golden Ruff Customer Care team.
For return parcels, tracking and sufficient packaging is recommended as Golden Ruff does not take responsibility for any item in return transit, nor if the items are lost or damaged.
EXCHANGES
One we have received your returned order; our team will inspect for quality and promptly organise your new item(s) to be sent back to your best address.
Golden Ruff will cover the shipping cost of the replacement order.
REFUNDS
Once we have received your returned order; our team will inspect for quality and promptly process your refund. Refunds will be processed to your original payment method and a confirmation email will be sent out to you. Please allow regular bank processing time frames for your refund to hit your account.
FAULTY ITEMS & WARRANTY
If in the unlikely chance your product is faulty, we’re here to have this resolved for you as quickly as possible. We also provide a 12 month warranty on all of our Golden Ruff products. This means, if your item is not performing as it should, we’ll fix or replace it free of change. Product warranty excludes general wear and tear.
Please contact our Customer Care team on contact@goldenruff.com who will do their best to get back to you right away. Please make sure you include your order number, email address and a clear photo of the fault. We will do our best to achieve your preferred resolution.
If you have any questions, simply reach out to our Customer Care team at contact@goldenruff.com
*The above return policy is in addition to and does not affect the statutory rights you have under the Australian Consumer Law.