Refund Policy

Effective date: July 2025  ·  Last updated: July 2025

At Purrttie, we stand behind the quality of every product we send out. Each item is inspected and packed with care before dispatch. In the event that something is not right, the following policy sets out when and how a refund may be requested. By purchasing from us, you acknowledge and agree to the conditions outlined below.

Timeframe for Claims

All refund requests must be initiated within forty-eight (48) hours of receiving your parcel. Requests submitted after this period will not be eligible for processing, and all sales will be considered final.

Eligibility for Refund

We accept refund requests for the following reasons, each requiring supporting evidence as described:

Damaged or Defective Items

Applies to products that arrive broken, faulty, or otherwise unusable due to a manufacturing or handling defect. Clear photographs of the damaged item, together with the packaging, must be submitted within the 48-hour window.

Incorrect Item Received

Applies where the item delivered differs from the item ordered. Photographic proof showing the incorrect product alongside your order confirmation is required.

How to Request a Refund

1. Contact our customer service team via WhatsApp or email within 48 hours of receiving your order.

2. Provide your order number, a description of the issue, and all supporting photographs.

3. Allow our team one (1) to three (3) business days to review your submission. We will notify you once a decision has been reached.

4. Upon approval, your refund will be issued to the original payment method. Please allow seven (7) to fourteen (14) business days for the amount to be reflected, subject to your bank or card issuer.

Refund Method

All approved refunds are processed exclusively via the original payment method used at checkout. We do not issue refunds to alternative accounts or as store credit unless expressly agreed in writing.

Product Returns

For hygiene and logistical reasons, we generally do not require defective items to be returned. Where a return is requested by our team as part of the assessment, return instructions will be provided. Items must not be returned without prior authorisation.

Situations Not Eligible for Refund

Purrttie reserves the right to assess and approve or decline any refund request at its discretion. The following are not eligible for refund or exchange:

• Change of mind or the product no longer being required

• Damage resulting from misuse, mishandling, or improper storage after delivery

• Requests submitted more than 48 hours after delivery

• Minor variations in colour or appearance due to screen or display settings

• Normal wear from use, or damage caused by the pet

• Items designated as final sale or part of promotional bundles, where stated

Our Commitment

While our policy is designed to be fair and clear, we genuinely care about your experience with Purrttie. If you have a concern that falls outside the terms above, we welcome you to reach out — we will always do our best to find a reasonable resolution.