Refund policy

Return & Refund Policy

Business Name: Ruff and Tuff
Country: South Africa

At Ruff and Tuff we take pride in offering premium-quality watches and accessories and excellent customer service. If you are not fully satisfied with your purchase, the policy below outlines how returns and refunds are handled fairly for both parties.

1. Returns Eligibility

You may request a return if:

  • The item is faulty, damaged, or defective upon delivery

  • The incorrect item was delivered

  • The item was damaged or lost during delivery

To be eligible for a return:

  • The request must be made within 7 days of delivery

  • The item must be unused, unworn, and in original condition

  • All original packaging, accessories, and documentation must be included

2. Non-Returnable Items

Returns will not be accepted for:

  • Items that show signs of use, wear, or damage after delivery

  • Damage caused by misuse, neglect, water exposure (unless stated as waterproof), or unauthorized repairs

  • Change-of-mind returns on items that have been worn or altered

3. Return Process

  1. Contact us via email or WhatsApp with your order number and reason for return

  2. Our team will review your request and provide return instructions

  3. Do not send items back without approval, as unsolicited returns may not be accepted

📧 Email: info@ruffandtuff.co.za
💬 WhatsApp: 074 992 2747

4. Refunds

  • Once the returned item is received and inspected, we will notify you of the outcome

  • If approved, refunds will be processed to the original payment method

  • Refund processing times may vary depending on your payment provider

5. Replacements

  • If your item is lost or damaged during delivery, Ruff and Tuff will provide a replacement at no extra charge

  • All deliveries are insured, and we take full responsibility until the item reaches you safely

6. Shipping Costs for Returns

  • If the return is due to an error on our side (faulty, damaged, or incorrect item), Ruff and Tuff will cover return shipping

  • If the return is approved for other reasons, return shipping may be the customer’s responsibility

7. Exchanges

  • Exchanges are subject to product availability

  • If the requested replacement is unavailable, a refund or alternative solution will be offered

8. Consumer Protection Act (CPA)

This policy complies with South Africa’s Consumer Protection Act (CPA). Nothing in this policy is intended to limit your statutory rights.

9. Policy Updates

Ruff and Tuff reserves the right to update or amend this Return & Refund Policy at any time. Any changes will be posted on our website.