Refund policy

PURRHAVEN PETS

Last Updated: October 23, 2026

At PURRHAVEN PETS, we believe every cat deserves comfort, care, and quality products. Your satisfaction matters to us, and we want you to shop with confidence.

If you're not completely satisfied with your purchase, we're here to help.

1. 30-Day Return Policy

We offer a 30-day return window from the date your order is delivered.

To be eligible for a return, your item must:

  • Be returned within 30 days of delivery.

  • Be unused, unworn, and in its original condition.

  • Include all original accessories, components, and packaging.

  • Include proof of purchase or an order confirmation.

Items that show signs of use, damage caused by improper handling, or missing components may not qualify for a standard return.

Please contact our customer support team before returning any merchandise. Returns sent without prior authorization may not be accepted.

2. How to Request a Return

To initiate a return:

  1. Contact our customer support team through our Contact Us page within 30 days of delivery.

  2. Provide your order number, the product you wish to return, and the reason for your request.

  3. If the item is defective, damaged, or incorrect, include clear photographs showing the issue.

  4. Our support team will review your request and provide return instructions if your request is approved.

  5. Carefully package your item and ship it to the return address provided by our support team.

Important: Do not send products to an address found on the shipping label without first receiving return instructions.

3. Damaged, Defective, or Incorrect Items

We carefully select our products and aim to ensure that every order arrives in excellent condition.

If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible after delivery.

Include:

  • Your order number.

  • A description of the problem.

  • Clear photographs of the product and packaging.

Once verified, we will arrange an appropriate resolution, which may include a replacement, refund, or another remedy depending on the circumstances.

Where the error is attributable to PURRHAVEN PETS, customers will not be required to pay return shipping costs.

4. Non-Returnable Items

For hygiene and safety reasons, certain products may not qualify for a change-of-mind return, including:

  • Used pet beds, blankets, and sleeping accessories.

  • Used grooming tools and personal-care products.

  • Used feeding accessories, bowls, and food-contact products.

  • Products showing significant wear, damage, or contamination.

  • Gift cards, if offered.

  • Products marked as final sale, where permitted by applicable law.

These exclusions do not limit your rights concerning defective, damaged, misdescribed, or incorrectly supplied products.

5. Return Shipping Costs

For standard returns involving a change of mind or personal preference, the customer is responsible for return shipping costs unless otherwise agreed.

If your return is due to a verified defective product, shipping error, or incorrect item, PURRHAVEN PETS will cover reasonable return shipping costs or provide an appropriate alternative resolution.

We recommend using a trackable shipping service when returning products.

6. Refund Processing — 3–5 Business Days

Once we receive your returned item, our team will inspect it to confirm that it meets the return requirements.

For approved returns, we aim to process and issue your refund within 3–5 business days after receiving and inspecting the returned product.

You will receive confirmation once your refund has been issued.

7. Refund Credit Timeline — 7–10 Business Days

After a refund has been issued, please allow approximately 7–10 business days for the funds to appear in your original payment account.

The exact timeframe may vary depending on your bank, credit card issuer, or payment provider.

Refunds will generally be issued to the original payment method used at checkout.

If more than 10 business days have passed since your refund was issued, please contact your payment provider and our customer support team for assistance.

8. Exchanges and Replacements

If you receive a defective, damaged, or incorrect product, please contact our support team to request a replacement or other appropriate resolution.

For changes involving product preferences, sizes, or styles, we recommend requesting a return, where eligible, and placing a new order for your preferred item.

Replacement availability is subject to stock.

9. Order Cancellations

If you need to cancel your order, please contact our customer support team as soon as possible.

We will attempt to accommodate cancellation requests before the order enters processing or fulfillment.

Once an order has been dispatched, cancellation may no longer be possible. You may still request a return after delivery in accordance with this policy.

10. Contact Us

For return requests, refund inquiries, damaged items, or other order-related concerns, please reach out through our official support channel.

PURRHAVEN PETS

Customer Support: Contact Us

Please include your order number and a brief description of your concern so our team can assist you efficiently.

11. Additional Information

Refunds are subject to the eligibility requirements described in this policy and applicable consumer protection laws.

Nothing in this policy limits or excludes consumer rights or remedies that cannot legally be restricted.

We reserve the right to update this policy periodically. Any changes will be published on this page.