Refund policy

Thank you for shopping at our business. We are sorry that you are not satisfied with your purchase. Please see below for our policies on returns, shipping damages, or warranty claims. 

In-store return at our Retail store located at 589 Broadway Tillsonburg, ON: 

Ruffin’s Tillsonburg will accept returns within 7 days of your purchase. All returned or exchanged item(s) must be in the original unopened packaging with all original tags. You will also need the receipt or proof of purchase. You can return your items to our retail store at: 589 Broadway St. Tillsonburg Ontario. If you are an online customer, please continue reading for information on how to return an order by mail.

Please note that due to sanitary and safety reasons we cannot accept the returns of bowls, pet beds, pet carriers, litter boxes, boots, crates/ cages, medications, and open grooming tools. Our staff will use discretion when processing a return of pet clothing. All items valid for a return must be in new condition and the items must be clean and have all tags or packaging attached/ intact.

Online Return:

If your online order needs to be returned, you the purchaser, are responsible for the return postage.  Please email us at: ruffinstillsonburg@gmail.com to discuss your return prior to returning the items by mail. Our staff will issue you a return code for your purchase. If your item(s) are returned to us without a return code, we cannot guarantee your return will be processed. Please do not return your item before receiving a return code from our staff. Once your items have arrived at our store you will be issued a store credit minus your original shipping charges providing the items are valid for our return process and you have included a return code with the parcel.

Warranty Claim/ Defective Product:  

Damaged: If you have received a defective or damaged product please contact us immediately upon arrival of your order. In the event that your product is defective, or damaged, please email a picture of your item and a brief description of the issue to us at: ruffinstillsonburg@gmail.com. A customer service agent will then review your claim, and if your claim is approved, we will email you a link and code to generate your return shipping label. Once your returned parcel has arrived at our warehouse a customer service agent will inspect the item, and a credit will be issued. 

Warranty: If the item is a warranty item and requires a replacement a new item will be shipped to you once your claim is approved by our customer service team and the manufacturer of the product. Please note that ALL warranty replacements may be subject to shipping charges.  In some cases warranty or replacements parts are shipped directly from the manufacturer to the customer. Our customer service agent will be able to advise you on the warranty your product may have from the manufacturer. Ruffin's Tillsonburg is not responsible for any shipping or part charges that may be required by the manufacturer's warranty. 

You can always contact us for any return questions at ruffinstillsonburg@gmail.com. We are a family business and we respond to all complaints and inquiries Monday-Friday 10am to 5pm. Please be patient if you have messaged us with a complaint on the weekend or a holiday, we promise we will get back to you as soon as we are back in the office. 

Thank you for your business!