We stand behind the quality of every pet product we offer — from grooming essentials to puzzle toys and comfortable wearables. Our goal is to ensure you and your pet are completely satisfied with your purchase. If for any reason you are not, please review our policy below.
Full Refund Eligibility
You are eligible for a full refund under the following circumstances:
- Unreceived Orders: Items that are lost in transit and never delivered.
- Damaged or Defective Products: Verified physical damage or functional flaws upon arrival.
- Not as Described: Products that significantly deviate from the specifications, images, or descriptions on our website.
Return for Refund Eligibility
We also accept returns for non-defective products under these conditions:
- New or Lightly Used Items: Products that are unused, opened, or lightly used, provided they are in resalable condition and returned in their original packaging.
- Timeframe: Return requests must be initiated within 30 days of delivery.
- Incorrect Item Shipped: If we sent the wrong item, we will cover the return shipping costs.
Non-Refundable Cases
Refunds will not be issued in the following situations:
- Orders shipped to an incorrect address provided by the customer.
- Custom-made or personalized items (if applicable).
- Final-sale, clearance, or heavily discounted products explicitly marked as non-returnable.
- Products that have been excessively used, washed, or altered after delivery.
Refund Request Protocol
To initiate a return or refund, please follow these steps:
- Confirm Eligibility: Contact our customer service team at info@purrmellow.com to verify whether your product qualifies for a return or refund.
- Notify Us: Send an email to info@purrmellow.com within 30 days of delivery, including:
-
- Your order number.
- A clear description of the issue.
- Photo or video evidence (if applicable, for damaged or defective items).
Returns Process
Once your return request is approved, we will guide you through the following process:
-
Authorization and Instructions: You will receive a return authorization email with:
- The return address of our nearest warehouse (please do not ship to our corporate office address).
- A prepaid return shipping label (if we are covering the return cost).
- Ship Back: Please ship the item(s) back within 10 days of receiving the authorization. Items must be in original packaging and in resalable condition (unless defective or damaged).
- No Restocking Fees: We do not charge any restocking fees for returns.
- Refund Issuance: Once the returned package is received and inspected at our warehouse, refunds will be processed within 3 calendar days of approval. The refund will be credited to your original payment method.
Shipping Responsibility
The responsibility for return shipping costs depends on the reason for the return:
| Scenario | Cost Responsibility |
| Our error (wrong item, damaged, defective, or not as described) | We cover full return shipping costs |
| Customer change of mind or no longer wanted | Customer pays return shipping |
Order Cancellations
- Before Shipment: You may cancel your order within 24 hours of placing it for a full refund. Please contact us immediately at info@purrmellow.com.
- After Shipment: If your order has already been shipped, you may refuse delivery. In that case, a refund will be issued minus the original shipping fees. Once the package is returned to us, we will process the refund accordingly.
Exchanges
We offer exchanges for the same product in a different size, color, or variation (subject to availability). The customer is responsible for all shipping costs associated with exchanges. Please contact us at info@purrmellow.com to arrange an exchange.
Important Notes
- Please inspect your order upon delivery and contact us immediately if any issues arise.
- We strongly recommend using a trackable shipping method for returns, as we are not responsible for lost return packages.
- All refunds will be issued to the original payment method used at checkout. Please allow additional time for your bank or payment provider to reflect the credit.
Contact Us
If you have any questions about this Return & Refund Policy, please reach out to us:
- Company Name: Guangzhou Kucheng Trading Co., Ltd.
- Unified Social Credit Code: 91440118MADB0EBH85
- Address: Room 301, No. 8, Lane 1, Shazhou North Street, Chaoshan Village, Xiancun Town, Zengcheng District, Guangzhou City, Guangdong Province, China
- Postal Code: 511399
- Phone: +86 178 9647 7050
- Email: info@purrmellow.com
- Customer Service Hours: Monday – Friday: 10:00 AM – 6:00 PM (Eastern Standard Time)
We strive to respond to all inquiries within 12–24 hours during business days.
