Refund policy

Overview

At PURRPETAL, we want you and your pet to be genuinely happy with every order. If something is not right, we will make it right. This policy explains when you can return an item, how refunds work, and what to expect at each step.

This policy applies to orders shipped within the United States.

Return Window

You have 30 calendar days from the delivery date to request a return or a refund. Requests received after this period cannot be processed.

Damaged, Defective or Incorrect Items

If your item arrives damaged, defective, or is not what you ordered, we will replace it or refund you in full — whichever you prefer.

• Email us within 30 days of delivery with clear photos of the issue.
• In most cases you will not need to ship the item back to us.
• There is no cost to you: we cover the replacement or issue a full refund.

Change of Mind

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

• Unused, unwashed, and free of pet hair or odour
• In its original packaging, with any tags still attached

Change-of-mind returns must be approved before shipping the item back, and return shipping is paid by the customer. See Return Shipping Costs.

Items Not Eligible for Return

• Grooming and hygiene items that have been used or washed, for health and safety reasons
• Items showing signs of pet use, wear, hair, or odour
• Items returned without prior approval from our team
• Items marked Final Sale on the product page
• Gift cards

Order Cancellations

You can cancel your order free of charge as long as it has not yet been dispatched. Email us as soon as possible with your order number.

Once an order has shipped, it can no longer be cancelled, but you may still request a return once it arrives.

Orders Not Received

If your tracking shows the parcel as delivered but you cannot find it, please check around your entrance, with neighbours, and at your building reception, and allow 24 hours — carriers sometimes scan a parcel slightly ahead of the actual drop-off.

If it still has not appeared, contact us within 30 days of the delivery scan. We will open an investigation with the carrier and arrange a replacement or a refund.

How to Request a Return

1. Email us
   Write to support@purrpetal.com with:
   • Your order number
   • Photos of the item, if it is damaged, defective, or incorrect
   • A brief description of the problem, or the reason for your return
2. We reply within 1 business day
   We will confirm whether a return is needed, and send you the return address if it is.
3. Ship it back, if required
   Use a trackable shipping method and send us the tracking number.

Items returned without prior approval cannot be accepted or refunded.

Refund Process

• Approved refunds are issued within 3 business days.
• Refunds are credited to your original payment method.
• Depending on your bank, funds typically appear on your statement within 5–10 business days.
• Original shipping charges, where applicable, are refunded only when the item was damaged, defective, or incorrect.

Return Shipping Costs

• Damaged, defective, or incorrect items: we cover everything. In most cases no return shipment is needed at all.
• Change of mind: return shipping is paid by the customer.
• Please use a trackable shipping method. We cannot refund a return we never receive.
• We do not currently offer prepaid return labels.

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