Refund policy

Return Window

Return eligible items within 14 days of receipt for a refund to your original payment method.

Eligibility

Items must be unused, in original packaging, and in resellable condition. Non-returnable: used/damaged items (unless faulty) and items without original packaging.

How to Start a Return

Email info@ruffretreat.co.uk with your order number and reason. Use a tracked service and keep proof of postage. We’ll provide the returns address by email when you initiate the return.

Faulty/Incorrect Items

Contact us within 7 days with photos and your order number. We’ll replace or refund in line with your statutory rights.

Exchanges

If stock allows, we’ll process an exchange; otherwise we’ll refund and you can place a new order.

Refund Timing

We aim to process refunds within 5 working days of receiving the return. Your bank/card issuer may take additional time to post it. Refunds are processed for the VAT-inclusive amount paid (minus any non-refundable shipping where applicable).

Return Postage

If the item is faulty or we made an error, we’ll cover return postage. Otherwise, return postage is the customer’s responsibility.

Promotions & Discounts

Only one discount code may be used per order. Promotions may be withdrawn at any time.

Contact

Email: info@ruffretreat.co.uk
Phone: 07730 557019