How returns and refunds work for The Ruff, and what to expect at each step.
You can return The Ruff for a refund if you ask within 15 days of receiving it. The device has to be in your hands before a return can start, refunds are issued after the device comes back to us, and membership is separate and cancellable at any time.
Your 15 days begin on the day the carrier records your package as delivered, and a return request has to reach us by the end of that 15th day. Returns cannot be started before delivery, because there is nothing to send back yet. If we are unable to ship your order within the window shown at checkout, we will contact you with a new date and you may cancel for a full refund at that point, which is the one situation where a refund is issued before delivery.
To qualify, the return must include everything that came in the box, the device, the sleeve, the cable, and any inserts, in the original packaging. The device must be free of damage beyond ordinary handling, so no chew marks, cracks, liquid damage, or missing parts, and it must be removed from your Tether account before you ship it. Devices bought from anyone other than Tether or an authorized seller, and devices outside the 15-day window, are not eligible for a refund, though a defect may still be covered under the one-year limited warranty in our Terms.
Write to us at [support email] within the window with your order number and a short note on why you are returning it. We will confirm the return, give you a return authorization, and tell you where to send it. Ship the device within 14 days of receiving that authorization, using a tracked service, and keep the tracking number. Return shipping is at your cost unless the return is because we sent the wrong item or the device is defective, in which case we send you a prepaid label.
Once the device arrives we inspect it, usually within 5 business days, and then issue the refund to the payment method you used, which typically shows on your statement within 10 business days after that. The refund covers the price of the device and any tax charged on it. Original shipping charges are not refunded. If a returned device is incomplete or damaged beyond ordinary handling, we will contact you, and we may reduce the refund or send the device back to you rather than refund it.
Your included months begin on delivery, so a device returned inside the 15-day window has never been billed for membership. Once membership billing has begun, monthly plans are not refunded for the month already charged and cancelling stops the next charge, and annual plans are not refundable once the year has been charged and cancelling stops the renewal. We do not refund unused time on either plan except where the law requires it.
We do not offer exchanges for a change of mind, but a device that is defective within 15 days can be replaced instead of refunded if you prefer, and defects after that are handled under the one-year limited warranty in our Terms. If something is wrong, tell us before filing a dispute with your bank or card issuer, since we can nearly always fix it faster than a chargeback can.