Refund policy

Refund & Return Policy

Effective Date: March 31, 2026

By placing an order with RuckusPets ("we," "us," "our") through tryruckuspets.com, you ("customer," "you") agree to the following refund and return policy. Please read this policy in full before making a purchase.

30-Day Return Window

All return and refund requests must be submitted within 30 calendar days of the confirmed delivery date. The delivery date is determined by the tracking information provided by the shipping carrier. Requests submitted after the 30-day window will not be honored under any circumstances.

Refund Options

If you are unsatisfied with your purchase and submit a request within the 30-day return window, you may choose one of the following two options. No other refund arrangements are available.

Option 1: Partial Refund — Keep the Product

You may keep the product and receive a refund equal to 30% of the purchase price you paid (excluding any shipping fees paid by you, if applicable). No return shipment is required. This option is available regardless of whether the product has been opened, inflated, or used.

Option 2: Full Refund — Return the Product

You may return the product for a full refund of the purchase price you paid. To qualify for a full refund under this option, all of the following conditions must be met:

The product must be unused. "Unused" means the ball has not been inflated, played with, or removed from its original inner packaging.
The product must be returned in its original packaging, including the original box and all included materials (pump, patches, instructions).
You must ship the product back to us at your own expense. We do not provide prepaid return labels or reimburse return shipping costs.
The product must be received at our return facility within 14 calendar days of your return request being approved.

If a returned product does not meet all of the above conditions, we reserve the right to deny the full refund and instead apply the Option 1 partial refund (30% of purchase price), or deny the refund entirely if the product is returned in a condition that indicates misuse, intentional damage, or fraud.

Proper Inflation Is the Customer's Responsibility

The Ruckus Herding Ball is designed and engineered to perform as intended only when fully and properly inflated according to the instructions included with your order. Proper inflation is what gives the ball its structural integrity, bounce, and puncture resistance. A ball that is under-inflated, partially inflated, or soft is significantly more vulnerable to punctures, tearing, and damage from a dog's teeth, nails, or paws.

You, the customer, are solely responsible for ensuring the ball is fully inflated to the recommended firmness before every use and for maintaining proper inflation throughout the product's lifetime. Failure to fully inflate the ball constitutes product neglect and misuse.

We are not responsible, and no refund or replacement will be issued, for any ball that is punctured, torn, deflated, chewed through, or otherwise damaged as a result of being used while under-inflated, partially inflated, or improperly inflated. This includes, without limitation, damage caused by a dog biting, chewing, puncturing, or destroying a ball that was not at full recommended inflation at the time of the incident. Such damage is considered customer-caused and is expressly excluded from all refund eligibility under this policy.

By purchasing and using the Ruckus Herding Ball, you acknowledge that you have read, understood, and agreed to follow the inflation instructions, and you accept full responsibility for any damage resulting from failure to do so.

Items Not Eligible for Refund

The following are not eligible for any refund:

Products returned after the 30-day return window has expired.
Products that show evidence of intentional damage, misuse, neglect, or modification.
Products damaged as a result of being used while under-inflated, partially inflated, or not inflated to the recommended firmness, including but not limited to balls that were punctured, torn, or destroyed by a dog due to improper inflation.
Requests submitted without a valid order number or proof of purchase.
Free promotional items, gifts with purchase, or items received at no cost.

How to Submit a Return or Refund Request

Email shopruckuspets@gmail.com with your full name, order number, and which option you are selecting (Option 1 or Option 2).
We will acknowledge your request and confirm eligibility within 2 business days.
If you select Option 2, we will provide you with the return shipping address. Do not ship any product back before receiving this confirmation.
For Option 1, your partial refund will be processed within 5–7 business days of approval.
For Option 2, your full refund will be processed within 5–7 business days of us receiving and inspecting the returned product.

All refunds are issued to the original payment method used at checkout. Depending on your payment provider, it may take an additional 3–10 business days for the refund to appear on your statement. We are not responsible for delays caused by your bank or payment provider.

Damaged or Defective Items

If your product arrives damaged or appears to have a manufacturing defect, the same two refund options above apply. There are no separate warranties, replacement programs, or exchanges for damaged or defective items.

To report damage or a defect, email shopruckuspets@gmail.com within the 30-day return window with your order number and clear photos of the issue. We may use the photos to assess the claim but are not obligated to approve a refund based on photos alone.

This policy does not cover damage caused by improper or incomplete inflation, normal wear and tear, damage caused by animal use (chewing, biting, scratching, clawing), exposure to extreme weather conditions, or any damage resulting from use inconsistent with the product's intended purpose as described on our product page and inflation instructions. A ball that has been popped, punctured, or torn by a dog while not at full recommended inflation is considered customer-caused damage and is not eligible for refund, replacement, or exchange under any circumstances.

Exchanges

We do not offer direct exchanges. If you need a different size or product, you must submit a return or refund request under one of the two options above and place a separate new order.

Bundles

If you purchased a multi-unit bundle (2-pack or 3-pack), the return policy applies to the entire bundle as a single order. We do not accept partial bundle returns. Refund amounts are calculated based on the bundle price paid, not individual unit pricing.

Promotional and Sale Pricing

Products purchased at a discounted or promotional price are subject to the same 30-day return policy. Refund amounts are based on the actual price paid at checkout, not the original or listed retail price.

Limitation of Liability

To the fullest extent permitted by applicable law, RuckusPets's total liability to you for any claim arising from or related to your purchase shall not exceed the total amount you paid for the product in question. We are not liable for any indirect, incidental, consequential, or punitive damages, including but not limited to veterinary costs, property damage, or loss of use.

This product is designed for outdoor supervised play. We are not responsible for any injury to animals, persons, or property resulting from the use of our product.

Policy Changes

We reserve the right to update or modify this Refund & Return Policy at any time without prior notice. The version in effect at the time of your purchase will apply to your order. The effective date at the top of this page indicates the most recent revision.

Governing Law

This policy and any disputes arising from it shall be governed by and construed in accordance with the laws of California, without regard to its conflict of law principles.

Contact

For all return, refund, or policy questions:

Email: shopruckuspets@gmail.com

Please include your order number in all correspondence.