FAQ’s

Q: Who the bloody hell are ya?

A: We are RUGRD, a Brisbane based Men’s Wellness brand. Our mission is to get men to feel RUGRD physically and mentally using Australian ingredients.

 

Q: How long will my order take?

A: We typically send our packages with Sendle from Brisbane. You can expect your order to arrive between 3-8 business days. 

 

Q: Are your products suitable for my skin?

A: We’ve designed our products to be suitable for the majority of skin types. Always do a patch test on your skin to ensure our products suitability to you.

Refer to our individual product pages for a full list of ingredients.

If you have nut allergies steer away from our RUGRD scrub (we know it’s tempting) it contains walnut shell powder.

 

Q: Where can we follow you?

A: The usual socials; Instagram, Facebook, TikTok and Twitter. search for RUGRD_Men

 

Q: Do you have a returns policy/refunds policy?

A: Certainly do. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return if you are not happy with the results AFTER 1 month of consistently using The RUGRD Mask.You'll get a FULL refund on your purchase.

To be eligible for a return, we do require before and after photos so we can understand your concerns, so please remember to take photos before starting with The RUGRD Mask and have the photos time stamped. These are to be e-mailed to info@rugrd.com.au for investigation and confirmation. You’ll also need the receipt or proof of purchase, we recommend e-mailing us with the email used to purchase so we can more easily check our records.

If your return is accepted, your refund will be processed after we receive the returned products. Please note, you will also be responsible for the shipping and we recommend using trackable services lost return items cannot be reimbursed. Items sent back to us without first requesting a return will not be accepted.

To start a return, you can contact us at info@rugrd.com.au. Please note that returns will need to be sent to the following address: RUGRD, PO BOX 5562, Stafford Heights QLD 4053


You can always contact us for any return questions at info@rugrd.com.au.

What if I have an allergic reaction from using the products?

We will be happy to refund you as long as you provide us photos of your reaction and a signed document from a dermatologist that our product, The RUGRD Mask reacted to your skin. If you have known skin allergies, we suggest consulting your GP or testing the mask on a small patch of skin either inside of your elbow or behind your ear.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on products used for more than 30 days or gift cards.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@rugrd.com.au.