Refund policy

Returns and refunds

We want you to love what you buy. If you don't, here's how it works. This policy applies to orders delivered in Australia.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

If an item is faulty, damaged, or not as described, email shop@ruvio.com.au with your order number and a photo. We pay the return postage (or may not need the item back at all) and will offer a refund, replacement or repair as the law requires. You don't need the original packaging, and a bank or card statement is fine as proof of purchase.

Change of mind: 30 days

On top of your legal rights, you can return unused items in their original packaging within 30 days of delivery for a refund or exchange. Email shop@ruvio.com.au with your order number and we'll send return instructions. For change-of-mind returns, you pay the return postage and the original shipping cost isn't refunded.

Items we can't accept for change of mind: opened hygiene items (for example used lick mats or feeders) and gift cards. Your rights for faulty items still apply.

Wrong size or model

For harnesses and phone cases, email us within 30 days and we'll swap the size or model once the original is on its way back.

Damaged in transit or missing

Let us know within 7 days of the delivery date in your tracking and we'll send a replacement or refund.

Refunds

Approved refunds go back to your original payment method within 5 business days of us receiving the return (or approving your claim if no return is needed). Your bank may take a few extra days to show it.

Cancellations

Email us within 12 hours of ordering to cancel for a full refund. After an order has shipped, use the returns process above.

Contact

Ruvio & Co. · ABN 94 679 280 801 · 8/11 Beechwood Court, Sunshine Bay NSW 2536 · shop@ruvio.com.au

This policy adds to your rights under the Australian Consumer Law. It does not replace them.