Refund policy
Return & Refund Policy
Last updated: [22/06/2026]
We want you and your cat to love your Purrl. If something's not right, we've got you covered.
30-Day Happiness Guarantee
You have 30 days from delivery to reach out if you're not happy with your order. Whether it arrived damaged, wasn't the right fit for your cat, or just didn't work out — email us and we'll make it right.
What can be returned
Unused items in their original, unopened condition (including original packaging) can be returned for a refund within 30 days of delivery.
What cannot be returned
For health and hygiene reasons, we're unable to accept change-of-mind returns of items that have been used — that is, a scratcher that's been out of its packaging and scratched, chewed, or played with. Once a cat's had at it, we can't resell it, so we can't take it back as a standard return. (This doesn't affect faulty items — see "Damaged, faulty, or wrong items" below.)
We also can't accept:
- Items returned more than 30 days after delivery
- Free digital bonuses (such as our ebooks) — these are yours to keep and are non-refundable
- Gift cards (if and when offered)
How to start a return
- Email trypurrl@mail.com with your order number and the reason for your return
- We'll reply within 24 hours with the return address and instructions
- Package the item(s) securely and ship them back using a tracked service
- Once we receive and inspect the return, we'll issue your refund within 5–10 business days to your original payment method
Return shipping
For change-of-mind returns, customers are responsible for arranging and paying for return shipping. We recommend using a tracked service, as we're unable to issue refunds for returns we don't receive. Original shipping costs (where applicable) are non-refundable.
Refund timing
After we receive and inspect your return, refunds are issued to your original payment method. Depending on your bank, refunds typically appear within 5–10 business days.
Exchanges
If you'd like a different size or bundle, email us at trypurrl@mail.com and we'll help. The fastest way is to return the original (unused) item and place a new order separately.
Damaged, faulty, or wrong items
If your order arrives damaged, faulty, or you received the wrong item, email us within 7 days of delivery with a photo and we'll make it right with a replacement or refund — at no cost to you, and you won't need to return the original. This applies whether or not the item has been opened.
Questions?
Email trypurrl@mail.com and we'll respond within 24 hours.