Refund & Return Policy

Last updated: 24-04-2026

1. Overview

This Refund & Return Policy explains the conditions under which Westford Global LLC, doing business as Ruffwell ("we," "us," "our"), accepts returns, issues refunds, replaces products or otherwise resolves order issues. By placing an order with us, you agree to the terms set out in this Refund & Return Policy together with our Terms of Service, Subscription Policy, Shipping Policy and Privacy Policy.

Because Ruffwell Pet Dental Cleaning Powder is an ingestible pet wellness product intended for daily oral use in dogs, our policy reflects strict health, hygiene, safety and product integrity standards. Please read this policy carefully before placing your order.

2. Ingestible Pet Wellness Products

Ruffwell Pet Dental Cleaning Powder, and any future ingestible pet wellness or pet supplement product we offer, is non-returnable and non-refundable once delivered, except in the limited circumstances described in this policy.

We apply this policy because:

• The product is an ingestible powder consumed by dogs and added to food, where return integrity, storage conditions, handling and contamination risk cannot be verified after delivery.
• Hygiene and safety standards require that ingestible pet wellness products are not resold, redistributed or restocked once they have left our control.
• Return shipping of ingestible pet wellness products carries safety risks for both pets and customers.
• Shipping conditions, temperature exposure, packaging integrity and tampering risk cannot be assessed after a product has left the original shipping environment.

This policy applies regardless of whether the product has been opened, partially used, fully used or remains unopened, except where required by law or where damage, defect or wrong product issues apply as described below.

3. 90-Day Money-Back Guarantee

We may offer a 90-day money-back guarantee on certain eligible non-ingestible products if and when we make such products available. Where offered, the guarantee period begins on the date of delivery and applies only to products explicitly marked as eligible at the time of purchase.

The 90-day money-back guarantee does not apply to:

• Ruffwell Pet Dental Cleaning Powder.
• Any ingestible pet wellness, supplement or food product.
• Subscription renewal orders that have already been processed.
• Products that have been opened, used, partially consumed or have damaged seals.
• Final sale items, promotional items, free gifts or bonus items.
• Products excluded from return for hygiene, safety, regulatory or legal reasons.
• Digital products such as e-books, guides or downloadable content.

Where the 90-day money-back guarantee applies, the customer must contact us at ruffwell.pet@gmail.com within 90 days of delivery, provide the order number, describe the issue and follow the return instructions provided. Approved refunds are processed in the original payment method, less any applicable processing fee, return shipping cost or non-refundable charges as described below.

4. Damaged or Defective Products

If your Ruffwell order arrives damaged, defective or with a manufacturing issue that existed at the time of delivery, you may be eligible for a replacement, store credit or refund at our discretion.

To submit a claim for a damaged or defective product, you must:

• Contact us at ruffwell.pet@gmail.com within 90 days of delivery.
• Provide your order number and the email address used at checkout.
• Provide clear photos or video of the product and the issue.
• Provide photos of the outer packaging and shipping label, if applicable.
• Provide carrier tracking information.
• Demonstrate that the issue existed at the time of delivery and was not caused by misuse, mishandling, exposure to heat or moisture, improper storage or accidental damage after delivery.

We may, in our discretion, offer a replacement, store credit, partial refund or full refund. For health and safety reasons, we typically do not require the return of damaged or defective ingestible pet wellness products. We reserve the right to deny claims that lack sufficient evidence, that appear inconsistent with carrier delivery records, or that suggest misuse or post-delivery damage.

5. Wrong Item Received

If you receive an incorrect item that does not match what you ordered, please contact us at ruffwell.pet@gmail.com within 90 days of delivery and provide your order number along with photos showing the item received. We will work with you to resolve the issue, including by sending the correct product or, where appropriate, providing a refund.

6. Returns of Future Non-Supplement Products

If we make non-ingestible, non-supplement products available for sale, those products may be eligible for return within 90 days of delivery, subject to the following conditions:

• The product must be unused, unopened where hygiene-related, in original condition and in original packaging.
• Used items will be refused and may be returned to the customer at the customer's expense or disposed of.
• The customer is responsible for return shipping costs unless the return is due to our error.
• A processing fee of $10 USD, €10 EUR or £10 GBP per product applies. This fee covers handling, inspection, restocking, logistics and administrative processing.
• Original shipping is free, so no shipping refund is applicable.
• The customer must obtain a return authorization from us before sending any product back. Returns sent without authorization may be refused.

7. Subscription Renewals

Once a subscription renewal charge has been successfully processed, the corresponding order is final and cannot be refunded, returned or cancelled, except where required by applicable consumer law. The reasons for this are explained in our Subscription Policy. Cancellation of a subscription stops future renewals only and does not cancel a renewal that has already been charged or shipped.

8. Promotional Items, Bonus Gifts and Free Items

Promotional items, bonus gifts, free e-books, free guides, free product included in bundles, and similar incentives are not refundable and not separately returnable. If a bundle that included a free or discounted item is approved for refund or return, the value of the free or discounted item may be deducted from the refund where appropriate.

9. Refused or Unclaimed Deliveries

Customers are strongly advised to accept delivery of their orders and contact our support team if there is any issue, rather than refusing or failing to claim delivery. Refused or unclaimed orders are not automatically refunded. Where we receive a refused or unclaimed package back, we may, at our discretion, deduct return shipping costs, restocking costs and administrative charges from any approved refund. Ingestible pet wellness products that are returned in this manner may not be refundable for hygiene reasons.

10. Abuse Prevention and Excluded Refunds

We reserve the right to refuse a refund, return or replacement, or to cancel a future order, where we suspect:

• Fraudulent activity, including the use of stolen payment information.
• Excessive or repetitive refund or return claims.
• False, misleading or fabricated evidence in support of a claim.
• Tampering with the product or its packaging.
• Abuse of our policies, promotions, guarantees or chargeback rights.
• Violation of our Terms of Service or any other policy.

11. Chargebacks

If you have any concerns about an order, please contact us at ruffwell.pet@gmail.com before initiating a chargeback. Most issues can be resolved quickly through our customer support team. Initiating a chargeback without first attempting to resolve the matter with us may result in suspension of your account, refusal of future orders and additional administrative charges where permitted by law.

12. UK and EU Statutory Rights

Nothing in this Refund & Return Policy is intended to limit any non-waivable statutory rights you may have under applicable consumer protection law in the United Kingdom, the European Union or your country of residence. In particular, where applicable consumer law provides a right of withdrawal for online purchases, that right may be subject to legal exceptions, including the exception for sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed after delivery.

Because Ruffwell Pet Dental Cleaning Powder is an ingestible pet wellness product, returns of unsealed product may be refused on hygiene and safety grounds in accordance with applicable consumer law. Sealed and undamaged units may be considered for return where required by mandatory consumer law in your jurisdiction, subject to verification.

Your statutory rights are not affected. If you believe a return or refund should be granted under applicable mandatory consumer law, please contact us at ruffwell.pet@gmail.com with details of your request.

13. How Refunds Are Issued

Where a refund is approved, it will be issued to the original payment method used at checkout, unless otherwise agreed. Refunds typically appear within 5 to 10 business days after processing, depending on your bank or payment provider. We are not responsible for delays caused by your bank or payment provider.

14. Changes to This Policy

We may update this Refund & Return Policy from time to time. The updated policy will be posted on the Site with a new "Last updated" date and will apply to orders placed after that date.

15. Contact

For all refund, return and order issue inquiries, please contact us at ruffwell.pet@gmail.com. Please include your order number and a description of the issue to help us resolve your request faster.