Purrmellow Return & Refund Policy
Our Commitment
We stand behind the quality of every toy, grooming tool, and travel accessory we sell. Whether you have received a damaged item, an incorrect product, or simply changed your mind, we make returns straightforward and worry-free. Your pet's happiness — and yours — is our priority.
When You Can Return
Full Refund Available For:
- Orders lost during transit
- Damaged or defective items
- Products not matching the description
- Return & Refund Available For:
- New or gently used items in resalable condition
- Incorrect items sent by us
- All within 30 days of delivery, in original packaging
- Not Eligible For Return:
- Orders sent to an incorrect address provided by you
- Custom-made or personalized items
- Final sale or clearance items
- Grooming products that have been opened for hygiene reasons (e.g., combs, brushes, nail trimmers) — unless defective
Our Free Return Process
We cover return shipping costs in all eligible cases — no questions asked.
Step 1: Start Your Return
Contact us at support@purrmellow.com within 30 days of delivery with:
- Your order number
- Photos (if applicable — especially for damaged or defective items)
- Brief description of the issue
Step 2: We Will Send Everything You Need
Within 24 hours, you will receive:
- Return authorization
- Designated return address
- Prepaid shipping label — always included for U.S. returns
Step 3: Ship & Receive Refund
Return items in original packaging within 10 days of receiving your return label
No restocking fees ever
Refund processed within 3 business days of inspection
Refund issued to your original payment method
Order Cancellations
Before shipment: Cancel within 24 hours for full refund
After shipment: You may refuse delivery for a refund (minus original shipping fee)
If the order has already shipped and you wish to cancel, please contact us immediately — we will do our best to intercept the package
Exchanges
We happily exchange for the same product in a different color, size, or variant, subject to availability.
We cover all exchange shipping costs for U.S. customers
If the exchange is for a different product, standard return and repurchase process applies
Damaged or Defective Items
If your order arrives damaged or defective:
Email photos + your order number to support@purrmellow.com within 48 hours of delivery
We will offer a full refund or free replacement — your choice
We cover all return shipping costs
Why Pet Parents Choose Purrmellow for Returns
Free Returns — We pay return shipping every time for eligible items
No Restocking Fees — Keep more money in your pocket
Quick Refunds — Processed within 3 business days after inspection
Pet-Safe Packaging — Minimal and recyclable materials
Lifetime Support — We are here for you beyond returns
Contact for Returns
Trading Name: [Your Registered Business Name, e.g., Purrmellow LLC]
Business Registration Number: [Your EIN or registration number]
Address: [Your actual U.S. business address]
Postal Code: [Your ZIP code]
Email: support@purrmellow.com
Phone: [Your U.S. business phone number]
Customer Service Hours
Monday – Sunday: 9:00 AM – 5:00 PM
Eastern Standard Time (EST)
We strive to respond to all inquiries within 24 hours during business days.
Important Return Shipping Note
Do not ship returns to our corporate address. Use the return warehouse address provided in your return authorization email. Returns sent to our corporate address may be delayed or lost.
Note: Please replace all bracketed placeholders [ ] with your actual U.S. business details. Let me know if you need a shortened FAQ version for your checkout page, a return label template, or a Terms of Service page as well.
