Terms of service

1. General

These Terms and Conditions (“Terms”) apply to all use of Ruffy’s online store and to all orders placed through it. By using our website, you agree to these Terms and commit to following them.

We reserve the right to update the content of our online store at any time — including prices, product selection, delivery methods, and these Terms. If we make significant changes to the Terms or the Privacy Policy, we aim to inform customers on our website in advance.

The Ruffy online store is primarily intended for customers in Finland, but we also ship to selected EU countries. Companies may place orders, but Finnish consumer protection legislation does not apply to business purchases.

2. Contact Information

 

Ruffy (SM Orana Oy)
VAT ID: FI29994862
Puolalankatu 6
20100 Turku
Suomi

Customer service: contact [at] ruffy.fi

3. Orders

By placing an order, you confirm that the information you provide is accurate and that you meet the requirements for ordering. You must be at least 18 years old.

You may place an order as a registered customer or without creating an account.

All orders must be placed through the online store — we do not accept orders by email or phone.

We reserve the right to decline an order. A binding agreement is formed only when we send you an order confirmation that verifies product availability and delivery details.

For orders shipped outside the EU, the customer is responsible for any customs duties, taxes, and additional fees required by their country.

Discount codes can be used only once and cannot be combined with other promotions or applied retroactively.

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

Your personal data is stored in our customer register. For details, see our Privacy Policy.

4. Payment Terms

All prices in the online store are shown in euros (€).

All items include Finnish VAT 14% or 25,5%. However, local customs and taxes may apply and are the customer's responsibility.

Payment Methods

Ruffy uses Shopify Payments, which allows secure and quick payment through:

  • Major debit and credit cards (Visa, Mastercard, Amex)
  • Klarna (invoice, installment plans, direct payment)
  • Apple Pay
  • Google Pay

Payment is processed when the order is confirmed.

5. Shipping & Delivery Time

Delivery times depend on product availability and the chosen shipping method. Orders may be delivered in multiple shipments.

All available delivery options and fees are shown at checkout.

Shipping is carried out by external delivery partners, and delivery times are estimates only.

Shipping Within Finland

We ship with:

  • Matkahuolto Lähellä
  • PostNord pickup points & parcel lockers
  • Posti pickup points & parcel lockers
  • DB Schenker pickup points

Home delivery options:

  • Posti Home Delivery
  • PostNord Home Delivery

Shipping to Other Countries (EU)

We also deliver to selected EU countries. Available shipping methods depend on the destination and may include:

  • PostNord
  • UPS Standard

Delivery times provided at checkout are estimates from our logistics partners.

6. Returns & Exchanges

We want you and your pet to be happy with every purchase. If something doesn't feel right, you can return or exchange your items easily.

You have the right to cancel your order and return the products within 14 days of receiving your order.

The return policy does not apply to customized or sealed products if the seal has been broken.

Returned items must be:

  • unused
  • in resellable condition
  • with original tags and packaging

Return instructions are available on our website and in your order confirmation.

Exchanges

If you want to exchange an item (e.g., for another size or color), simply add your exchange request in the return form’s note field. Detailed instructions will be sent to you by email.

7. Liability

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

We are not liable for interruptions, downtime, or errors in the online store.

Consumers

These Terms do not limit your statutory consumer rights.

Business Customers

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

8. Intellectual Property Rights

All content in the Ruffy online store — including product images, text, branding, and graphics — is owned by Ruffy or our licensors. Unauthorized use, copying, or distribution is prohibited.

9. Personal Data

We process personal data with care and in accordance with applicable law. Read more in our Privacy Policy.

10. Applicable Law & Disputes

These Terms are governed by Finnish law.

If disputes cannot be resolved through negotiation, they will be handled in Finnish courts.

Consumers may also contact:

  • The Finnish Consumer Advisory Services
  • The Finnish Consumer Dispute Board