Refund policy

At Purrlina, we want you and your cat to love every order. If something isn't right, we're here to help. This policy explains how returns, replacements, and refunds work.

Our 30-Day Happiness Guarantee

You have 30 days from the date your order is delivered to request a return, replacement, or refund. To start a request, email us at purrlina2@gmail.com with your order number and the reason for your request.

Damaged, Defective, or Wrong Item

If your item arrives damaged, defective, or different from what you ordered, we'll make it right at no cost to you.

  • Contact us within 7 days of delivery.
  • Include your order number and clear photos or a short video showing the issue.
  • Once confirmed, we'll send a free replacement or issue a full refund, whichever you prefer.
  • In most cases, you will not need to send the item back.

Changed Your Mind?

If you're not happy with an item for any other reason, you may return it within 30 days of delivery, as long as:

  • The item is unused, unwashed, and in the same condition you received it.
  • It is in its original packaging with all parts and accessories included.
  • You have contacted us first and received return approval and the return address.

For change-of-mind returns, the customer is responsible for return shipping costs. We recommend using a trackable shipping service, as we cannot be responsible for returns lost in transit. Items sent back without prior approval cannot be accepted.

Items That Cannot Be Returned

For hygiene and safety reasons, the following items are not eligible for change-of-mind returns:

  • Personalized or custom items, such as engraved name tags or personalized collars
  • Opened consumable items, such as catnip, silvervine, or matatabi sticks
  • Used grooming tools and used litter or cleaning products
  • Used recovery cones and items that have been worn by a pet
  • Gift cards and items marked as Final Sale

If any of these items arrive damaged, defective, or incorrect, they are still fully covered under the Damaged, Defective, or Wrong Item section above.

Exchanges

Need a different size or color? Contact us within 30 days of delivery. We'll help you find the right fit, either by sending a replacement or by processing a return so you can place a new order.

Order Cancellations

You may cancel your order within 12 hours of placing it by emailing purrlina2@gmail.com. After that, your order may already be processed for shipping and can no longer be canceled. In that case, you can request a return once it arrives, following this policy.

Lost or Undelivered Orders

If your order has not arrived within 30 days of being shipped, please contact us. We will investigate with the carrier and send a free replacement or issue a full refund.

How Refunds Are Processed

Once your request is approved (or your return is received and inspected), we will issue your refund to your original payment method. Refunds are typically processed within 5 to 10 business days. Depending on your bank or card provider, it may take a few extra days for the refund to appear on your statement.

If you haven't received an approved refund after 10 business days, please check with your bank first, then contact us at purrlina2@gmail.com.

Before Opening a Dispute

If there is ever a problem with your order, please reach out to us first. We respond to every message and can usually resolve issues faster than a payment dispute.

Contact Us

Questions about returns or refunds? Email us at purrlina2@gmail.com. We're happy to help.