Terms of service

1. General

These Terms of Service ("Terms") apply to the use of the Ruffy online store and to all orders placed through our online store. By using the online store, you accept these Terms and agree to comply with them.

We reserve the right to update the content of the online store, including prices, product selection, delivery methods, and these Terms. If we make material changes to the Terms or Privacy Policy, we will aim to provide advance notice on our website.

The online store is primarily intended for Finnish consumers, but we also deliver products to other EU countries. Businesses may place orders, but consumer protection legislation does not apply to business purchases.

2. Contact Information

Ruffy (SM Orana Oy)
Business ID: 2999486-2
Puolalankatu 6
20100 Turku
Finland

Customer service: contact [at] ruffy.fi

3. Ordering

By placing an order through our online store, you confirm that the information you provide is accurate and that you meet the requirements for placing an order. You must be at least 18 years old to place an order.

You can place an order either as a registered customer or without an account. All orders must be placed through the online store — we do not accept orders by email or phone.

We reserve the right not to accept an order. A binding agreement is formed only when we send you an order confirmation confirming the contents and availability of your order.

For orders placed outside the EU, any customs duties, taxes, and other charges are the responsibility of the customer.

Discount and promotional codes may only be used once, cannot be combined with other offers, and cannot be added to an order retrospectively.

Gift cards are valid for 6 months from the date of purchase and cannot be exchanged for cash.

Your information will be stored in our customer register. More information about how we process personal data can be found on our Privacy Policy page.

4. Payment Terms

All prices in the online store are displayed in euros (€) or local EU currencies.

Prices include Finnish VAT of 25.5% or 14%.

Payment Methods

Ruffy uses Shopify Payments, which enables secure and fast payments using several different payment methods:

  • Debit and credit cards (Visa, MasterCard, Amex)
  • Klarna (instalments, invoice, direct payment)
  • Apple Pay
  • Google Pay
  • MobilePay
  • PayPal

Payment will be charged using the selected payment method when the order is confirmed.

5. Delivery and Delivery Times

Delivery times depend on the selected carrier. We process orders no later than the next business day, and all of our current carriers estimate a delivery time of 1–3 business days.

All available delivery methods and prices are displayed at checkout before payment.

Deliveries are handled by the selected carrier, and delivery times are estimates.

Delivery in Finland

We use the following delivery methods:

  • PostNord pickup point / parcel locker
  • Posti pickup point / parcel locker
  • DB Schenker pickup point

Home delivery:

  • Posti Home Parcel
  • PostNord Home Delivery

International Deliveries (EU)

Available delivery methods depend on the destination country and may include, for example:

  • PostNord
  • UPS Standard
  • GLS

Delivery times within the EU depend on the destination country. We are not responsible for delays caused by carriers.

6. Returns and Exchanges

We want you and your pet to always be happy with your purchase. If something doesn't feel quite right, we make returns and exchanges just as easy as shopping with us.

14-Day Free Returns

  • You have 14 days to return or exchange products free of charge
  • Products must be unused and in resalable condition
  • Tags must still be attached to the products and the original packaging must be included

The first exchange/return is free of charge. After that, the customer is responsible for the actual return shipping costs and any reshipping costs.

Please note that failing to collect a parcel or refusing to accept delivery does not constitute cancellation of the order. In such cases, delivery costs will not be refunded and the customer is responsible for any reshipping costs. We will charge a 10% handling fee when issuing the refund.

How to Make a Return

  1. Log in to your Ruffy customer account using the same email address you used to place the order
  2. Select the order and submit a return request
  3. You will receive a confirmation and return instructions by email
  4. Take the parcel to the return point specified in the instructions
  5. We will automatically issue the refund to the same payment method used for the original order

Exchanges

Would you like to exchange the size or colour?
Add your request to the additional information field of your return request — you will receive further instructions by email.

Exceptions

If a product is defective or damaged upon arrival, please contact our customer service. We will resolve the issue as quickly and smoothly as possible.

Order Cancellation

You can cancel your order before it has been shipped by logging in to your Ruffy customer account using the same email address you used to place the order. You will find a cancellation button under the order details.

7. Liability and Limitations

We are not responsible for delays or damages caused by circumstances beyond our reasonable control (force majeure), such as transportation disruptions, strikes, or exceptional weather conditions.

We are not responsible for any interruptions, errors, or downtime affecting the online store.

Consumers

These Terms do not limit your statutory consumer rights.

Business Customers

We are not liable for indirect or consequential damages. Our maximum liability is limited to the total value of the order.

8. Intellectual Property Rights

All content in the online store (including texts, images, graphics, brand identity, and logos) is the property of Ruffy or our licensors. Unauthorised copying or use of the content is prohibited.

9. Personal Data

We always process personal data in accordance with applicable legislation. Further information can be found in our Privacy Policy.

10. Governing Law and Dispute Resolution

The agreement is governed by Finnish law.

Any disputes will primarily be resolved through negotiation. If an agreement cannot be reached, disputes will be resolved in a Finnish court.

Consumers may contact:

  • Consumer Advisory Services
  • Consumer Disputes Board