02

Return Window

You have 30 calendar days from the delivery date to submit a return or refund request. Requests received after this period may not be eligible.

03

Damaged, Defective or Incorrect Items

If your item arrives damaged, defective or different from what you ordered, contact us within 30 days of delivery. After reviewing the request, we will arrange an appropriate replacement or a full refund.

• Include your order number and clear photos showing the product and the issue.
• Keep the item and its packaging until our team confirms whether a return is required.
• In many cases, you will not need to ship the affected item back.
• If an approved return is required, PurrPetal will cover the return shipping cost.

04

Change of Mind

Changed your mind? We accept eligible returns within 30 days of delivery when the item is:

• Unused, unwashed and free of pet hair or odour
• In its original condition and original packaging
• Returned with its original tags, parts and accessories

Change-of-mind returns must be approved before the item is shipped back. Return shipping is paid by the customer. See Return Shipping Costs for more information.

05

Items Not Eligible for Return

The following items cannot normally be returned:

• Grooming or hygiene products that have been used, washed or opened when their condition creates a health or safety concern
• Products showing signs of pet use, wear, damage, hair or odour
• Products returned without prior approval from our support team
• Products clearly marked Final Sale on the product page
• Gift cards

06

Order Cancellations

You may request to cancel an order at no charge before it has been dispatched. Email us as soon as possible and include your order number.

We cannot guarantee cancellation because orders may enter processing shortly after they are placed. Once an order has been dispatched, it can no longer be cancelled, but you may request an eligible return after it arrives.

07

Orders Not Received

If tracking shows that your parcel was delivered but you cannot locate it, please:

• Check around your entrance and other safe delivery areas
• Ask members of your household and nearby neighbours
• Check with your building reception or mailroom
• Allow 24 hours, as some carriers may scan a parcel shortly before the actual delivery

If the parcel still has not appeared, contact us within 30 days of the delivery scan. We will review the tracking information and may open an investigation with the carrier before determining the appropriate resolution.

08

How to Request a Return

1. Email our support team

   Write to support@purrpetal.com and include your order number, the reason for your request and clear photos when an item is damaged, defective or incorrect.

2. Wait for authorization

   We aim to reply within one business day. We will confirm eligibility and provide the applicable instructions and return address.

3. Ship the item, if required

   Use a trackable shipping service and keep your receipt until the return and refund process has been completed.

09

Refund Process

• When a return shipment is required, we will inspect the item after it is received.
• Approved refunds are issued within 3 business days.
• Refunds are credited to the original payment method used for the order.
• After a refund is issued, your bank or payment provider may require approximately 5–10 business days to display the funds.
• Original shipping charges, when applicable, are refunded only when the item was damaged, defective or incorrect.

10

Return Shipping Costs

Please use a trackable shipping service. PurrPetal is not responsible for a customer return that is lost before reaching the authorized return address.