Refund policy

30-Day Return Window
You have 30 days from the date your order is delivered to request a return. To be eligible, your item must be unused, in original condition, in original packaging, and accompanied by proof of purchase.

Return Method - By Mail Only
All returns must be completed by mail. We do not offer in-store or drop-off returns.

Free Return Label Provided
Once your return is approved, we will email you a free downloadable return label to print and attach to your parcel. There are no return postage costs for eligible returns.

How to Start a Return
Email hello@ruffandriver.com.au with your name, order number, the item you wish to return, the reason for return, and photos if applicable (for faulty or damaged items). We will respond within 1–2 business days with your prepaid label and instructions.

Return Address
Ruff & River
PO Box 135
Waterford QLD 4133
Australia
(Returns sent without prior approval may be delayed or not accepted.)

Defective, Damaged, or Incorrect Items
If your order arrives damaged, faulty, or incorrect, contact us within 7 days of delivery. We will arrange a replacement or refund, depending on what is most appropriate.

No Exchanges
We do not offer exchanges. If you would like a different design or colour, please return the original item for a refund and place a new order.

Refund Processing Time (3 Business Days)
Once your returned item is received and inspected, your refund will be processed within 3 business days to your original payment method. Your bank or payment provider may take additional time to release the funds.

Contact
For any questions or assistance, email hello@ruffandriver.com.au. We are here to help.