Return and Refund
30-Day Returns & Exchanges
We want you to be completely satisfied with your purchase. If you’re not happy with your item(s), you can return or exchange them within 30 days of receiving your order.
Inspection Upon Delivery
Please carefully inspect your order upon delivery to ensure it’s in good condition. If you receive any damaged, defective, or incorrect items, please contact us immediately for assistance. Purrfellow will issue an exchange or a full refund, including shipping costs, for any items that arrive damaged, defective, or not as described. When contacting us, please attach photos or videos showing the item(s) in its original packaging and the damaged or defective part(s).
Return & Exchange Conditions
- Items must be returned in their original condition – unworn, unused, with tags attached, and in their original packaging.
- Please contact our Customer Service before initiating a return or exchange.
- Returns and exchanges must be requested within 30 days of receiving your order.
- Any promotional gifts must also be returned with your item(s). Otherwise, the retail price of the promotional gift will be deducted from your refund.
The following items are not eligible for return or exchange:
- All custom products
- Clearance items (Final Sale)
- Used or damaged products (except for items that arrive damaged or defective)
How to Initiate a Return or Exchange
- Contact our Customer Service at [email protected] to request a return or exchange. Please include photos or videos of the item(s) and their original packaging.
- If your request is approved, we’ll provide you with a return address and a return code that must be marked on your package.
- Unauthorized returns without prior approval will not be accepted.
Refund Process
- Once we receive and inspect your returned item(s), we’ll process your refund within 7-10 business days. The actual processing time may vary depending on your payment method and bank.
- Refunds will be credited back to your original payment method. Please note that original and return shipping fees are non-refundable, except for items that arrive damaged, defective, or not as described.
International Returns
For international orders, please note that you may be responsible for return shipping costs and any applicable customs fees or taxes. We recommend contacting our Customer Service to discuss the most efficient and cost-effective return solution for your location.
Exchanges
If you prefer an exchange, please contact our Customer Service to check the availability of your desired item. We’ll guide you through the process and arrange the exchange shipment for you.
Caring for Your Pet’s Health
At Purrfellow, we consider cats not just as pets, but as our cherished family members and friends. To ensure their health and well-being, please carefully review the product’s color, size, and specifications before placing an order. Let’s work together to be responsible guardians for every lovely pet!
If you have any questions or concerns about our return and exchange policy, please don’t hesitate to reach out to our Customer Service team. We’re here to help you have the best possible shopping experience.