Refund policy

Returns & Refunds

We want you to feel confident ordering from PurrPaws. Return eligibility differs between standard PurrPaws products and made-to-order apparel. Please review the applicable policy below before making a purchase.

Pet Products

This policy applies to all non-apparel products, including beds, toys, accessories, walking products, feeding products, and other standard PurrPaws items.

Returns

Eligible non-apparel products may be returned within 14 days of delivery.

To be eligible for a return, the product must:

  • Be unused
  • Be in its original condition
  • Include all original parts and accessories
  • Be returned within the 14-day return period

Customers are responsible for the cost of return shipping unless the product arrived damaged or the incorrect item was received.

Please contact us before returning an item. Returns sent without contacting our team first may not be accepted.

If returning the product is not a suitable option, please contact us. In certain circumstances, we may offer an alternative resolution at our discretion.

Exchanges

We do not currently process direct product exchanges.

If an eligible product needs to be returned, you may place a new order for the preferred item after contacting our team regarding the original purchase.

Damaged or Incorrect Orders

Please inspect your order upon delivery. If your product arrives damaged, defective, or incorrect, please contact us as soon as possible so our team can review the issue.

Please include:

  • Your order number
  • A brief description of the issue
  • Clear photographs showing the product and any damage
  • A photograph of the shipping label, when applicable

Please do not return or discard the product until our team has reviewed your request and provided instructions.

Items That Cannot Be Returned

Returns cannot be accepted for:

  • Used products
  • Products returned outside the 14-day return period
  • Products damaged after delivery
  • Items returned without prior approval

European Union 14-Day Cooling-Off Period

If your order is shipped to the European Union, you may have the right to cancel or return your order within 14 days as required by applicable consumer-protection law.

PurrPaws Apparel

PurrPaws apparel is made to order specifically for each customer. Because each item is produced individually, we generally do not accept returns or exchanges for:

  • Incorrect size selection
  • Change of mind
  • Preference regarding fit, colour, or style

Please carefully review the applicable size guide before placing your order.

Damaged, Defective or Incorrect Apparel

Apparel may be eligible for a replacement or refund if it arrives:

  • Damaged
  • Defective
  • Incorrect
  • Different from the item ordered

Please contact us within 14 days of delivery and include:

  • Your order number
  • A brief description of the issue
  • Clear photographs showing the product and the issue

Our team will review the request and work toward an appropriate resolution, which may include a replacement or refund where applicable.

Apparel Exchanges

Made-to-order apparel cannot be exchanged for a different size, colour, or style unless the incorrect item was sent by mistake.

Starting a Return

To request a return or report an issue with an order, please contact us and include your order number and the reason for your request.

Our team will review the information and provide the next steps if the return is approved.

Please do not send a return directly to the address shown on the original package. Some products are fulfilled from different locations, and the correct return address must be confirmed by our team.

Refunds

Once an approved return has been received and inspected, we will notify you regarding the status of your refund.

Approved refunds will be issued to the original payment method. Processing times may vary depending on your bank or payment provider.

Contact

If you have questions about a return, refund, damaged item, or order issue, please contact:

PurrPaws
Email: thepurrpaws138@gmail.com