Refund Policy

We want both you and your cat to be happy with your purchase from PurrInstinct™. If something isn’t right, we’ll do our best to make it right.

30-Day Happiness Guarantee

You can request a return or exchange within 30 days of receiving your order, subject to the conditions below.

Eligibility for Returns

Your item may be eligible for a return if:

The item is in its original condition and packaging, with all parts and accessories included; or
The item arrived damaged or defective; or
You received the wrong item.

For hygiene and safety reasons, we reserve the right to refuse returns on items that are heavily used, damaged due to misuse, or not in resaleable condition.

How to Start a Return

Email us at support@purrinstinct.com with your order number and a brief explanation.
Include photos or videos if the item is damaged or defective.
We’ll review your request and send return instructions if the return is approved.

Refunds

Once your return is received and inspected, we’ll notify you by email. If approved, your refund will be processed to your original method of payment within 5–10 business days. Processing times may vary depending on your bank or card provider.

Return Shipping Costs

• If the return is due to our error (wrong item, damaged item, etc.), we will cover or reimburse reasonable return shipping costs.
• If the return is due to a change of mind or ordering the wrong item, the customer is responsible for return shipping.

Late or Missing Refunds

If you haven’t received a refund yet, first check your bank or card statement again. Then contact your payment provider, as it may take some time before your refund is officially posted. If you’ve done all of this and still haven’t received your refund, please contact us at support@purrinstinct.com.

Exchanges

If you received a defective or damaged item and would like an exchange instead of a refund, contact us and we’ll be happy to assist.

Questions?

For any questions about our refund policy, email us at support@purrinstinct.com.