At Rugette, we offer free shipping on all orders. We strive for your complete satisfaction with your purchase, and if for any reason you are not entirely happy, you may return or exchange eligible items within 30 days of delivery.
To ensure transparency and a smooth return process, return shipping fees are applied based on the size of the item being returned. The applicable return fee for each product category is clearly outlined in the table below.
Once your return request is approved, the corresponding return fee will be deducted from your refund amount. This policy allows us to continue offering high-quality products, fast international shipping, and dedicated customer support while maintaining fair and transparent pricing for all customers.
We remain committed to making your shopping experience as smooth and straightforward as possible.
* The Refund Policy has been updated and the new policy will apply to all orders placed from 16 May 2026 onwards.
Faulty Product Returns
If you receive a defective item, we will send a replacement at no extra cost. To initiate a return for a faulty product, please email us at support@rugette.co.uk. We may require proof of the defect to process your return. Defective items must be returned within 30 days of receiving your order.
Order Cancellation
You can cancel your order at any time before the packing and shipping process begins. If you cancel your order, we will refund all payments, including delivery costs. To cancel, please contact us at support@rugette.co.uk.
While we will do our best to accommodate any changes or cancellations before processing, we cannot cancel or alter an order once it has begun processing. In cases of force majeure, we are not liable for delays or errors in the refund process until the incident has been resolved.
Environmental Responsibility and Production Lead Time
Our products are made-to-order with an environmentally conscious approach, which means that production and delivery may take a bit longer, typically 6-7 working days. If there are any delays, we will keep you informed.
If your country is not listed during checkout, please reach out to us at support@rugette.co.uk for assistance. For returns, contact our support team to guide you through the process.
Return Eligibility Criteria
To qualify for a return, the original item must be in new condition and returned without any of the following:
- Pet dandruff or fur.
- Dirt or grass stains.
- Signs of wear, washing, or improper care.
- Damage or stains.
All returned items undergo thorough inspection. If an item is returned in a condition that deems it unsellable, a refund will not be issued. Items should be returned in the original packaging or a similar one that protects them during transit.
You are responsible for the return shipping costs and the risk involved, except in cases where the item is faulty.
