Terms & Conditions

Welcome to Ruff & Fetch Limited’s website (“Website”). Throughout the Website, the terms “RUFF & FETCH“, “we”, “us”, “our” refer to Ruff & Fetch Limited, its subsidiaries, and its affiliates. Access to and use of the Website and the products and services available through the Website (collectively, the "Services") are subject to the following terms, conditions and notices (collectively, the "Terms of Service"). Before you use the Website, we strongly recommend you to read the terms and conditions carefully.

By using the Services, you are agreeing to all of the Terms of Service, as may be updated by us from time to time as we deem necessary. You should check this page regularly to take notice of any changes we may have made to the Terms of Service.
Access to the Website is permitted on a temporary basis, and we reserve the right to withdraw or amend the Services without notice. We will not be liable if for any reason the Website is unavailable at any time or for any period. From time to time, we may restrict access to some parts or the entire Website.

The Website also contains links to other websites, which are not operated by RUFF & FETCH (the "Linked Sites"). RUFF & FETCH has no control over the Linked Sites and accepts no responsibility for them or for any loss or damage that may arise from your use of them. Your use of the Linked Sites will be subject to the terms of use and service contained within each such site.
The Terms of Service are written in both English and Chinese. In the event of any discrepancy or inconsistency between the English version and the Chinese version, the former shall prevail.

Our privacy policy, which sets out how we will use your information, can be found at Privacy Policy. By using the Website, you consent to the processing described therein.

Trademarks. The trademarks, intellectual property, trade names, logos, and service marks (collectively, the “Trademarks”) displayed on the Website are the registered and/or unregistered Trademarks of RUFF & FETCH, or such third party that may own the displayed Trademarks. Nothing contained on the Website serves to grant to you, by implication or otherwise, any license or right to use any Trademarks displayed on the Website without the written permission of RUFF & FETCH or such third party that may own the displayed Trademarks.

Website Contents and Copyright. The text, Trademarks, logos, images, graphics, photos, video, application functionality, or any other digital media, and their arrangement on the Website (“Content”) are all subject to patent, copyright, trademark and other intellectual property protection. Content may not be copied for commercial use or distribution, nor may Content be modified, processed, or reposted to other websites. Access to and use of the Website is solely for your purchase of RUFF & FETCH products for personal use, information, education, entertainment, and communication with RUFF & FETCH. You may download copy or print the Content of the Website for your personal non-commercial use only. No right, title, interest or license in any of the Content of the Website is transferred to you as a result of any downloading, copying, printing or use of the Website.

Disclaimer as to ownership of trademarks, images of personalities and third party copyright. Except where expressly stated to the contrary all persons (including their names and images), third party trademarks and images of third party products, services and/or locations featured on the Website are in no way associated, linked or affiliated with RUFF & FETCH and you should not rely on the existence of such a connection or affiliation. Any trademarks/names featured on the Website are owned by the respective trademark owners. Where a trademark or brand name is referred to it is used solely to describe or identify the products and services and is in no way an assertion that such products or services are endorsed by or connected to RUFF & FETCH.

You agree not to use the Website and its Content, for any unlawful purpose; to solicit others to perform or participate in any unlawful acts; to violate any international, federal, or state regulations, rules, laws, or local ordinances; to infringe upon or violate our intellectual property rights or the intellectual property rights of others; to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; to submit false or misleading information; to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Website, other websites, or the Internet; to collect or track the personal information of others; to spam, phish, pharm, pretext, spider, crawl, or scrape; for any obscene or immoral purpose; or to interfere with or circumvent the security features of the Website, other websites, or the Internet. We reserve the right to terminate your use of the Website for violating any of the prohibited uses.

Linking to Other Websites. Where the Website provides links to other websites which are operated by our Affiliates or any other third parties, these are provided solely as a convenience to you, and shall not in any way be regarded as an endorsement of any kind by us approving the contents on such websites. If you access any of such websites, you do so entirely at your own risk and are subject to the terms and conditions applicable thereto. We neither take any responsibility for nor make any representations, warranties or undertakings (whether express or implied) as to their availability and the contents contained therein. We shall not be responsible for any loss, damage or other liability incurred as a result of your use of any of such websites. Any questions or comments relating to such websites shall be addressed to the operators and/or proprietors of such websites.

Linking to the Website. You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it, but you must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists. You must not establish a link from any website that is not owned by you. The Website must not be framed on any other site, nor may you create a link to any part of the Website other than the home page. We reserve the right to withdraw linking permission without notice.

Confidentiality of Submissions. The Website may provide you with the opportunity to communicate, provide comments or other submissions. You agree and consent that any and all comments, messages, data, suggestions, designs, concepts and other items or materials disclosed, submitted or offered to us through or in connection with the Website (collectively "Submission") are of non-confidential basis. We shall be under no obligation to maintain any Submission in confidence (save in relation to the foregoing excepted Submission); pay to you or anyone any compensation for or in connection with the use of any Submission; or respond to any Submission.
License to Use Submissions. If you make any Submission through the Website, you unconditionally grant us and our Affiliates a non-exclusive, royalty-free, perpetual, irrevocable and fully sub-licensable right to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute and display such material throughout the world in any media and carry out any other lawful purposes, without any compensation to you or any other person.

No Endorsement or Liability for User or Third-Party Content. Although user or third-party Submissions may be posted on the Website, the posting of those Submissions does not constitute RUFF & FETCH's endorsement of those Submissions. RUFF & FETCH is not responsible or liable for any claim, including, without limitation, loss or injury to real, tangible, or intellectual property, violations of personal privacy or privacy rights, actual, consequential or punitive damages, personal injury, or wrongful death in connection with user or third-party Submissions.

True Information. You shall not use a false email address, impersonate any person or entity, or otherwise mislead us as to the origin of any Submission.

RUFF & FETCH undertakes no obligation to update, amend or clarify information on the Website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied on the Website should be taken to indicate that all information on the Website has been modified or updated. Please remember when reviewing information on the Website that such information may not represent the complete information available on a subject. In addition, subsequent events or changes in circumstances may cause existing information on the Website to become inaccurate or incomplete. On occasion, information on the Website may contain errors, including, without limitation, typographical errors, inaccuracies, or omissions related to product availability, special offers, product promotions, pricing information, product descriptions, or product shipping charges and transit times. RUFF & FETCH reserves the right to, at any time without prior notice, correct any errors, inaccuracies or omissions and to change or update information or cancel orders if any information on the Website is inaccurate (including after you have submitted your order).

Target Customer. The Website sells products and services to retail consumers only. You shall not use the Website to purchase products and services for re-sale or export. RUFF & FETCH reserves the right to immediately ban access to the Website and terminate the account of any user who violates this provision. RUFF & FETCH also may refuse to accept returns of such products. RUFF & FETCH reserves the right, but is not obligated, to limit the sales of its products or services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. In order to purchase, you must be over 18 years of age.

Registration & Sign up. 
Registration as customer is free. However, you shall not register if under the age of 13. We can, at our discretion, disallow or suspend the registration by any persons or who, have been suspended or removed from the Services.
Ruff-pack Subscription Service. You must sign up to qualify for the “Ruff-pack” subscription service. This is an online questionnaire, allowing our algorithm to recommend products and services that we consider at the time of providing such service that at our best knowledge will work for you. All information that you provide to RUFF & FETCH, including your credit card information, is subject to RUFF & FETCH's Privacy Policy. You are responsible for keeping your registration information up to date through your account page on the Website.

Upon your subscription of our service, each month on a date RUFF & FETCH designates, we will deliver to you a package with a different selection of items for your companion animals that may consist of a selection from toys, treats, shampoos, bones, hygiene products, food samples, or other items we may think fit (“Products”). Each month of your subscription, the selection of Products is likely to change according to the recommendation of our algorithm. Accordingly, RUFF & FETCH cannot guarantee that a selection available in a particular timeframe will be available in any subsequent timeframe.

Although we believe that if you know your companion animals well and carry out the session correctly which we can suggest you suitable products that meet the needs of your companion animals, we do not guarantee or warrant any of the recommended products will be satisfied by you to any extent. Any recommendation(s) shall be treated as voluntary and shall not form any ground or reason for misleading you to purchase whatsoever. You shall be fully responsible for the decision to purchase.  You shall be well aware of the limitations, defects of the algorithm and/or conditions mentioned herein and/or other problems that are outside our control when you use this service.



User Accounts and Passwords. You are responsible for the personal protection and security of any password or username that you may use to access the Website. You are responsible for all direct or indirect damages and liable for all activity conducted on the Website that can be linked or traced back to your username or password. You are obligated to immediately report a lost or stolen password or username to RUFF & FETCH.

Placing Order. By placing an order, you are offering to purchase a product and/or service on and subject to the Terms of Service. We may, but are not obliged to, send you an acknowledgement email confirming receipt of your order. Your order is acceptable only until your payment has been approved and we have debited your credit card. An email confirming the order and details will be sent to you.
Product/Service Description, Quantity and Pricing. We reserve the right to limit the quantities of any products or services that we offer. All descriptions and pricings of products or services are subject to change at any time without notice at the sole discretion of RUFF & FETCH. RUFF & FETCH reserves the right to discontinue any product at any time. The Services may contain typographical errors or other errors or inaccuracies and may not be complete or current. We therefore reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice. We reserve the right to refuse to fill any orders that you may place based on information on the Services that may contain errors or inaccuracies, including, without limitation, errors, inaccuracies or out-of-date information regarding pricing, shipping, payment terms, or return policies. Any offer for any product or service made on the Website is void where prohibited.

Product Display & Discrepancy. We have made every effort to display as accurately as possible the colours and images of our products that appear on the Website, however, the colour may vary due to different computer monitor’s display. Hence, we cannot guarantee that your computer monitor's display of any colour will be 100% accurate reflection of the real products. Whilst images, graphics, photos, video files, or any other digital media, or whatever means of the products and services displayed on the Website are for reference only, we guarantee that they are taken from the real stocks. We also reserve the right to correct and amend any information without notice.

Promotional Codes. We may from time to time offer promotional discount codes which may apply in respect of any, or certain specified, purchases made though this Website. The conditions of use relating to any discount code will be specified at the time of issue.
Order & Delivery. Dispatch times may vary according to availability and any guarantees or representations made as to delivery times are subject to any delays resulting from postal delays or force majeure for which we will not be responsible. Please see our Order & Delivery Information for further information.

Returns & Exchange. Please see our Returns & Exchange policy which forms part of Terms of Service.

Limitation on Liability. You acknowledge, by your use of the Website, that such use is at your own risk and you assume all responsibility for all costs associated with all uses and repairs of any equipment that you use in connection with your use of the Website and that RUFF & FETCH shall not be liable for any damages of any kind related to your use of or inability to use the Website, including without limitation, failure of performance, error, omission, interruption, computer virus, or network or internet failure, or including, without limitation, direct, indirect, special, compensatory or consequential damages, lost profits and/or loss of or damage to property whether the alleged liability is based on contract, tort, negligence, strict liability or any other basis, even if RUFF & FETCH has been advised of the possibility of such damages. In no event will RUFF & FETCH ’s total liability for any claims related to the Website exceed fifty Hong Kong Dollars. As some jurisdictions do not allow exclusion or limitation of incidental or consequential damages, the damages of RUFF & FETCH, its affiliates, agents, licensor and suppliers in such jurisdictions shall be limited to the extent permitted by law.

Disclaimer. The Content provided on the Website is provided “as is” and “with all faults”. RUFF & FETCH makes no warranty or representation, either expressed or implied, as to its use, availability, content accuracy, appropriateness or performance of the Website. You assume all risks and responsibilities for its use or non-use, and RUFF & FETCH makes no representation that the content appearing on or downloaded from the Website is compatible with your computer or free from error or viruses. No RUFF & FETCH employee, agent or representative is authorised to modify or amend this warranty. To the extent allowable by existing law, RUFF & FETCH disclaims all other warranties, either expressed or implied, including but not limited to the implied warranties of merchantability and fitness for a particular purpose, with respect to the Website and its content. Some jurisdictions do not allow the exclusion or limitation of incidental or consequential damages, or limitation on how long an implied warranty lasts, so the above limitations or exclusions may not apply to you. RUFF & FETCH reserves that right to alter or remove any site content, or suspend or terminate your use in any way, at any time, for any reason, without prior notification, and RUFF & FETCH will not be liable in any way for possible consequences of that action.

Indemnification. You agree to indemnify, defend and hold harmless RUFF & FETCH, its directors, officers, employees, consultants, agents, and affiliates, from any and all third party claims, liability, damages and/or costs (including, but not limited to, legal fees) arising from your use the Website or your breach of the Terms of Service.

Termination. The Terms of Service will remain in effect until you notify us that you no longer wish to use the Website, or you cease using the Website. Notwithstanding anything in the Terms of Service to the contrary, the parties understand and agree that all terms and conditions of the Terms of Service that may require continued performance, compliance, or effect beyond the termination date of the Terms of Service will survive termination of the Terms of Service and will be enforceable by the parties. RUFF & FETCH may also terminate the Terms of Service at any time and may do so immediately without notice, and accordingly deny you access to the Website, if in RUFF & FETCH 's sole discretion, you fail to comply with any term or provision of the Terms of Service. Upon any termination of the Terms of Service by either you or RUFF & FETCH, you must promptly destroy all materials downloaded or otherwise obtained from the Website, as well as copies of such materials, whether made under the Terms of Service or otherwise.

Waiver. No failure or delay by us in exercising any right, power or remedy under the Terms of Service shall operate as a waiver thereof, nor shall any single or partial exercise of the same preclude any further exercise thereof or the exercise of any other right, power or remedy. Without limiting the foregoing, no waiver by us of any of your breach of any provision of the Terms of Service shall be deemed as a waiver of any subsequent breach of that or any other provision herein.
Notice. When you visit the Website or send emails to us, you are communicating with us electronically. You consent to receive communications from us electronically. We will communicate with you by email or by posting notices on the Website. You agree that all agreements, notices, disclosures and other communications that we provide to you electronically satisfy any legal requirement that such communications be in writing.

Entire Agreement. The above Terms of Service constitute the entire agreement of the parties and supersede any and all preceding and contemporaneous agreements between you and RUFF & FETCH. Any waiver of any provision of the Terms of Service will be effective only if in writing and signed by a Director of RUFF & FETCH. The Term of Service is effective as of the Effective Date. Continued use of the Website by you after the Effective Date constitutes your acceptance of the Term of Service after the Effective Date.
Invalidity. The provisions contained in each clause of the Terms of Service shall be enforceable independently of each of the others, and its validity shall not be affected if any of the others is invalid. In the event that any provision of the Terms of Service is determined to be illegal, invalid or unenforceable, the validity and enforceability of the remaining provisions of the Terms of Service shall not be affected and, in lieu of such illegal, invalid or unenforceable provision, there shall be added as part of the Terms of Service one or more provisions as similar in terms as may be legal, valid and enforceable under the applicable laws.

Governing Law and Jurisdiction. These Terms and Conditions shall be governed by the laws of Hong Kong SAR and in the event of any dispute or claim associated with these terms and conditions, that dispute or claim shall be subject to the exclusive jurisdiction of the Hong Kong SAR courts.

Contact Information
If you have any enquiries relating to the Website, please Contact us. Whilst we endeavour to respond to each and every enquiry that you make as instantly as practicable, we shall not be responsible and/or liable for any delayed response or omission to respond.

Delivery Information

We offer “to the Door” delivery by our carrier as you specify in the shipping address.
International Order. We currently only ship locally in Hong Kong.
Shipping Fee and Handling Fee. Shipping charge will be calculated based on your order and delivery location.
Order Process & Handling. Your order will usually be processed within 48 hours before dispatch to courier for delivery.
Delivery Time Estimate. Delivery time is estimated only and cannot be guaranteed. Payment and address verification may take extra working days and delay the processing of your order. RUFF & FETCH is not responsible for delays involving faults from our carrier’s end. Delivery service by our carrier is normally from 9am-9pm, during weekdays, except public holidays.
Delivery & Recipient.  A signature is generally required for most deliveries or you will be contacted by the carrier with alternate instructions for picking up your package in the event that no one is available to receive delivery. If you entrust others to receive the packet on your behalf, RUFF & FETCH would not bear the responsibility in case of loss or damage if the name of recipient signed is not the buyer’s.
Shipping Address. Please ensure that the shipping address and the receiver’s name are correct. If the package is returned due to incorrect details or unable to locate receiver, we will charge extra shipping fee for redelivery plus a handling fee for HK$50. The shipping fee you previously paid will not be refunded. No P. O. Box or Hotel addresses will be accepted as shipping address.

How to shop Online with RUFF & FETCH

Step 1 - You can browse through our online shop to choose our Products or Services.
Step 2 - Click on Products you like for a closer look and extra details.
Step 3 - If you want to purchase any item, select the correct items and click “Add to Bag”.
Step 4 - Continue shopping or complete your purchase by clicking “Checkout” in “My Bag” at the top menu bar. Then follow the steps which will guide your through the rest.
An automatically generated email acknowledging the receipt of your order will be sent to you shortly.
Wish List. If you would like to purchase an item on a later date, you can use the Wish List option. This allows you to keep track of products you like for later dates.
Order Status. To check the status of a current order, sign in to your account and select "View your order history" at "My Orders". Click on Order Number to view its details.
Out of Stock Items. In case that we run out of an item you have ordered, we will contact you to inform you that the item has been removed from your order. You will not be charged for merchandise that is not shipped.
One Shipping Address Per Order. Only one shipping address can be entered per order.
Payment Methods. We use PayPal as payment gateway, which accept VISA, MasterCard and America Express credit cards. 
Cancellation/Amendment of Order. You cannot make changes to any order once you placed it. You can cancel your order before it is shipped, but in no case later than 24 hours from order. You will receive full refund but the time depends on your bank or card issuer. We will email you to confirm order cancellation. If you did not receive our email regarding order cancellation, the order is not cancelled and we will charge you and send you the goods purchased.
Returns & Exchange policy 
Thank you for shopping at our online store! As part of our commitment to your satisfaction, we want you to love what you ordered, but if something is not right, let us know for a refund. The terms outlined here apply only to purchases made through our online shop. Online purchases cannot be returned to physical store locations.
Qualified Returns. Unopened, unused, unworn and unwashed merchandise with original receipt may be returned for a full refund of the purchase price, within 7 days of its receipt/delivery. Registered users must sign in and submit your request using our "Return" button at "View your order history" page under "My Orders" in "My Account". Guest checkout users, please contact Customer Service with your order number by Contact us. In any case, wait for our reply of your submitted request before return of any product(s). You must have your order number ready and arrange the cost of return shipping. Return shipping costs will not be refunded.
Return Condition. All merchandise must be returned in its original condition with packaging and tags intact. No refunds will be made on goods found to be used, opened, worn, washed, altered or damaged upon inspection. Any non-qualified and non-conforming returns will be rejected. You will be billed for the return shipping cost if you want the good(s) sent back to you. Otherwise, the good(s) will be disposed of.
Proof of Return. In case that you return your parcel using any postal service, we ask that you obtain a proof of postage receipt so that if your parcel goes missing on the way back to us, you will have proof that you sent it.
Quality Issue / Missing / Wrongly Sent Items. If there are any quality issues, missing or wrongly sent items, please report to us specifying the label, order number and product code within 7 days of its receipt/delivery by Contact us. We will require you to provide the photo of the good(s) received if we consider necessary. Return shipping costs will be refunded only on faulty items or items sent in error. For all other returns, the customer is responsible for the cost of return shipping.
Means of Refund.​ Refunds can only be issued to the card, Paypal account or Alipay account used for the original purchase. Once we receive the returned item(s) in its original condition, we will issue your refund within 1 working day and will notify you by email. Depends on your card issuer or Paypal, it may take a month for the funds to show back into your account.
Amount of Refund. Original shipping costs paid by you are not refundable, unless your items are faulty or wrongly sent or missing. Moreover, some or even full shipping cost had been covered by us based on your original purchase amount. Therefore, in case of return, that portion of shipping cost originally borne by us will be deducted from your refund on pro rata basis. We will notify you the refund details by email.
Exchanges. Merchandise ordered through the online shop cannot be exchanged. Customers who want an alternate product must return the original item for a refund and place a new order. The cost of return shipping will not be refunded.
Maintenance. No maintenance service will be provided for all online purchase.
Return Mailing Address. Room 11A, Sunshine Centre, No. 61 – 63, Portland Street, Yau Ma Tei, Hong Kong.