Refund policy

Return and refund policy

You can return an unused Purrpod within 30 days of delivery for a refund, and we will replace or refund anything that arrives faulty or damaged. Last updated: 5 October 2026.

Returns

• You have 30 days from the day your order is delivered to ask for a return.
• The item must be unused, in its original packaging and in the condition you received it.
• Because Purrpod is a pet product, we cannot accept returns of any pod that a pet has used, for hygiene reasons. This does not apply to faulty items (see below).
• Please do not send anything back before we approve it. Returns sent without approval may not be refunded.

How to start a return

1. Email us at purrpod@gmail.com with your order number and the reason for the return.
2. We reply within 2 business days with approval and the return address.
3. Post the item back with tracking and keep your receipt. We recommend insured postage for your protection.
4. Once we receive and check the item, we confirm your refund by email.

Refunds

• We refund to your original payment method within 5 to 10 business days of approving your return. Your bank may take a few extra days to show it.
• Original shipping costs are not refunded, unless the item was faulty, damaged or not what you ordered.
• You pay the cost of returning an item you simply changed your mind about. If the item was faulty, damaged or incorrect, we pay.

Faulty, damaged or wrong items

• Contact us within 14 days of delivery at purrpod@gmail.com with your order number and clear photos of the item and the outer packaging.
• We will send a free replacement or give you a full refund including shipping, whichever you prefer. In many cases you will not need to send the item back.

Cancelling an order

• Email us as soon as possible. If your order has not shipped, we cancel it and refund you in full.
• Once an order has shipped, you can still return it under the rules above when it arrives.

Items we cannot refund

• Items returned after 30 days.
• Items that a pet has used, unless faulty.
• Items damaged through misuse, chewing, scratching or normal wear.
• Items sent back without our approval or without proof of postage.

Your legal rights

This policy gives you more than the legal minimum and does not affect your statutory consumer rights. If you are in the UK or EU, you also have the legal right to cancel within 14 days of delivery.

Questions or a problem with a refund? Email purrpod@gmail.com first. We will always try to fix it quickly before any dispute is raised with your bank.