Refund Policy

We want you, and your dog, to be completely happy.

That’s why we offer a 100-day return policy on all unworn items. We stand behind the quality of our products, and we want to make sure they truly meet your expectations.

To be eligible for a return:

• Items must be unworn, unused, and in original condition

• All tags and packaging should be intact
  

How to Initiate a Return:
To initiate a return, please contact our customer service team at bark@roughroughatelier.com. Please provide your order number and a brief explanation of the reason for the return or how we can improve our products.

Return Shipping:
Customers are responsible for the cost of return shipping unless the return is due to an error on our part (e.g. incorrect, defective, or damaged item).
Once you request a return, we’ll email you the return shipping cost for approval. After you approve it, we’ll send you the link to start the return process. The return shipping cost will then be deducted from your refund once we receive the item.

Please note: Delays caused by customs clearance are beyond our control and are not considered valid reasons for a return.

If your order arrives damaged, defective, or in the wrong colour or variant, we’ll cover the return shipping costs. Please contact our support team within 14 days of delivery to report the issue.

Refund Process:
Once we receive your returned item and inspect it, we will notify you of the approval or rejection of your refund.
If approved, the refund will be processed to the original method of payment within 7 business days less the agreed return cost.
Refunds may take additional time to appear in your account, depending on your financial institution.

Exchanges:
If you'd like to exchange your dog accessories for a different variant or colour, please contact us at bark@roughroughatelier.com. Once approved, we’ll send you an invoice for the return shipping cost and any price difference (if applicable). After payment, you’ll receive a link to register your return, be sure to select 'Exchange'. Once we’ve received and inspected your item, we’ll issue store credit via email so you can reorder your preferred item.

Return Denial:
Rough Rough reserve the right to refuse returns that do not meet our return policy guidelines. Items returned outside the eligible return period may also be denied. Returns sent to any address other than the one provided through our portal will not be accepted.

Defective or Damaged Items:
If you receive a defective or damaged product, please contact our customer service team immediately. We will provide instructions on how to return the item and arrange for a replacement or refund.

Contact Information:
For any questions or concerns regarding our return policy, please contact our customer service team at bark@roughrough.com.