It arrived damaged
Photograph the box and the item before you throw anything away, and email us within 7 days of delivery with the order number. We replace it or refund it. You do not post it back unless we ask, and if we ask, the postage is on us.
Returns and refunds
If we got it wrong, we put it right.
The returns policy in plain words, then the policy itself.
Damaged in the post, the wrong item or something missing from the box: tell us within 7 days of delivery, with the order number and a photo. A fault that shows up later: tell us when you find it. Either way we replace it or refund it to the payment method you used, and any return postage is on us.
Two limits. Change of mind is by arrangement: within 14 days of delivery, for items that are unused and in their packaging, with the return postage paid by you. And a bed, cave, scratcher or toy a cat has used cannot come back for change of mind, because it carries her scent. Neither limit touches a fault, and nothing on this page reduces the rights the law where you live gives you.
What happened?
Find the card that fits. Each one says what to send and what happens next.
Covered Covered Wrong item, or something missing
Email the order number and a photo of what arrived. We send the right item or the missing one, or refund it, whichever you prefer. If we need the wrong item back, the postage is on us.
Covered It stopped doing its job
A seam that opened, a base that split, a tag that stopped scanning, a tracker that will not charge: email a photo or a short video and the date it arrived. A fault is ours to fix with a repair, a replacement or a refund. Wear from claws and play is not a fault; a product that fails in normal use, sooner than it should, is.
By arrangement Wrong size, or she will not use it
If it is unused and still in its packaging, write to us within 14 days of delivery. Once we agree the return, you post it at your cost and we refund the item when it arrives. A bed, cave or scratcher she has used cannot come back. Before you order, the bed size guide works from one tape measurement of her curled up.
How a claim works
Email us with a photo
hello@purrz.com or the contact form, with the order number and a photo, or a short video for a fault. Say whether you would like a replacement or a refund.
A person replies
From hello@purrz.com, usually within one business day, with the next step. Do not post anything back until then: if the item needs to come back, the address is in that email.
Replacement or refund
A replacement ships as a new order, tracked. A refund goes to the payment method you used: the item, and the shipping as well when the whole order is refunded because of our error.
The money lands
Card refunds can take up to 10 business days to reach your account after we issue them. If it has been longer, email the order number and we chase it.
By situation
What we cover, and what we do not
The same rules as the policy, laid out by situation.
| Situation | Covered | What you get | Return postage |
|---|---|---|---|
| Damaged in transit | Yes | A replacement or a refund | None unless we ask; then on us |
| Wrong item sent | Yes | The right item, or a refund | On us, if we need it back |
| Item missing from the order | Yes | The missing item, or a refund for it | None |
| A fault (a seam, a base, a tag or a tracker that stops working) | Yes | A repair, a replacement or a refund, whichever fixes it | On us |
| Wear from claws, teeth and play | No, unless it failed sooner than it should | A worn-down scratcher has done its job; an early failure is a fault | Not applicable |
| Wrong size or change of mind, unused and in its packaging | By arrangement, within 14 days | A refund for the item once it reaches us, or the right size where it is in stock | Yours |
| A bed, cave, scratcher or toy a cat has used | Not for change of mind | It carries her scent and cannot go to the next cat; a fault is still covered | Not applicable |
| Opened litter | Not for change of mind | An opened bag cannot be resold; a bag damaged in transit is covered as above | Not applicable |
| Order cancelled before it ships | Yes | A full refund, shipping included | None |
| Bundles | Per item, as above | A faulty item is replaced on its own; a change-of-mind return of one item is refunded at its share of the bundle price | As above |
The law where you live
Your rights come first
This policy is what PURRZ™ promises. The law where you live may give you more, and nothing here takes any of it away.
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Australia
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. The 7-day window in this policy is when we ask to hear about transit damage, wrong items and missing items; it does not limit those guarantees.
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United Kingdom and European Union
You can cancel an online order within 14 days of delivery without giving a reason: email us, then send the item back within 14 days of that email, at your cost. We refund the item and the standard delivery charge within 14 days of your email, and can hold the refund until the item, or proof that you posted it, reaches us. Faulty goods have their own rights: a full refund within 30 days of delivery in the UK, and a legal guarantee of at least two years in the EU.
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Everywhere else
Your local consumer law applies alongside this policy, including in Hong Kong, where PURRZ™ is run from. If you think it gives you more than this page, say so in your email and we will look at your claim on that basis.
The full policy
The policy
Last updated 29 September 2026.
The short version
If an item arrives damaged, is the wrong item, is missing from your order or has a fault, PURRZ™ replaces, repairs or refunds it and pays any return postage. Tell us within 7 days of delivery about damage, a wrong item or a missing item, and as soon as you find a fault. Change of mind and wrong sizes are by arrangement within 14 days of delivery, for unused items in their original packaging, with the return postage paid by you. Nothing in this policy reduces your rights under the consumer law where you live. The plain-words version, with how to start a claim, is at purrz.com/pages/returns.
Your legal rights
Customers in Australia: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. The 7-day reporting window in section 3 applies to transit damage, incorrect items and missing items, and does not limit these guarantees. Customers in the United Kingdom and the European Union: you have a right to cancel an online purchase within 14 days of delivery without giving a reason (section 5), and rights in respect of faulty goods, which this policy does not limit. Customers elsewhere: your local consumer law applies in addition to this policy.
Damaged, incorrect, missing or faulty items
Report transit damage, an incorrect item or a missing item within 7 days of delivery, by email to hello@purrz.com or through the contact form at purrz.com/pages/contact, with your order number and a photograph of the item and its packaging. Report a fault as soon as you find it, with a photograph or a short video and your order number. We will offer a replacement, a repair or a refund. Where an item needs to come back, we send you the return address and pay the postage, or refund reasonable postage costs. We may ask you to keep or dispose of a damaged or incorrect item instead of returning it. Wear from scratching, chewing and play is not a fault; an item that fails in normal use sooner than it reasonably should is.
Change of mind and sizes
If you contact us within 14 days of delivery about an item that is unused, undamaged and in its original packaging, we will agree a return for a refund of the item price, or an exchange where the size you need is in stock. Return postage is paid by you, and the original shipping charge is not refunded except under section 5. Wait for our reply before posting anything: we send the return address when the return is agreed.
Cancelling an order in the United Kingdom or the European Union
If you live in the United Kingdom or the European Union, you may cancel your order within 14 days of the day you receive it, without giving a reason, by telling us by email at hello@purrz.com. You must then send the items back within 14 days of telling us, at your own cost. We will refund the price paid and the standard delivery charge within 14 days of your cancellation, and may hold the refund until we receive the items or proof that you have sent them. If an item has been handled beyond what is needed to establish its nature, characteristics and functioning, we may reduce the refund by the loss in its value. This right does not apply to sealed goods that are unsealed after delivery and are not suitable for return for health protection or hygiene reasons.
Items that cannot be returned for change of mind
Outside section 5, beds, caves, cushions, scratchers and toys that a cat has used, and opened litter, cannot be returned for change of mind. This does not affect our cover for faults under section 3 or your rights under section 2.
Cancelling an order before it ships
You can cancel an order for a full refund, including shipping, at any time before it ships. Email hello@purrz.com with your order number as soon as you can. After an order has shipped, a cancellation is treated as a change-of-mind return under section 4, unless section 5 applies.
Refunds
Approved refunds are issued to the original payment method. We issue a refund once a claim is approved or, where an item is returned, once it reaches us. Card refunds can take up to 10 business days to reach your account after we issue them. Where an entire order is refunded because of our error, the shipping charge is refunded too.
Bundles
A faulty, damaged or missing item in a bundle is replaced or refunded on its own. A change-of-mind return of one item from a bundle is refunded at its share of the bundle price, in proportion to the items’ single prices.
Proof of purchase, contact and who we are
Quote the order number from your confirmation email; if you cannot find it, the email address used for the order is enough for us to locate it. Email hello@purrz.com or use the contact form at purrz.com/pages/contact. PURRZ™ is run by Australian Premium Animal Products Ltd, Office B3, 12F Causeway Bay Commercial Building, 3 Sugar Street, Causeway Bay, Hong Kong. Neither this office nor our postal box accepts returns; when a return is agreed, we send the address to use.
From Dr Duncan
A fault in something I designed is mine to fix.
Which is why the fault section of this policy has no small print.
I am an emergency and critical care vet who has worked in Sydney and Hong Kong, and I design every PURRZ™ product myself. If something I made arrives damaged, turns out to be the wrong item or stops doing its job, send the photo and it is replaced or refunded, with the postage on us. The line I draw is a bed, a cave, a scratcher or a toy a cat has already used: she has marked it with her scent, and it cannot go to the next cat. I recommend measuring her before you order a bed or a cave. The bed size guide works from one tape measurement of her curled up, and it is there to stop the wrong size arriving.
Dr Duncan Houston, emergency veterinarian and founder of PURRZ™
Meet Dr DuncanBefore you email
Questions people ask before they email
The short answers. The policy above is what applies.
Still not sure?Send your cat’s breed, weight and measurements and the PURRZ™ team will tell you which size and which product to order.
Do I have to post a damaged item back?
Not unless we ask. A clear photo of the item and the box is what we need to replace or refund it. If we do need it back, we send the address, and the postage is on us.
She will not use the new bed. Can I return it?
Not once she has slept in it: a used bed carries her scent and cannot go to the next cat. If it is unused and in its packaging, write to us within 14 days of delivery and we will agree the return, with the postage paid by you. Before you decide, put it where she already sleeps, with something that smells of her inside.
It fell apart after a few weeks. Is that covered?
Yes, if it failed in normal use sooner than it reasonably should: a seam that opened, a base that split, a tag that stopped scanning, a tracker that will not charge. Email a photo or a short video and the date it arrived. Wear from claws and play is not a fault; a cardboard scratcher that has been scratched down has done its job.
How long does a refund take?
We issue it once the claim is approved, or once a returned item reaches us. Card refunds can then take up to 10 business days to reach your account. If it has been longer than that, email the order number and we chase it.
Can I cancel an order?
Yes, for a full refund including shipping, until it ships. Email the order number to hello@purrz.com as soon as you can. Once it has shipped it is a return, and in the UK and the EU you also have 14 days from delivery to cancel an online order.
Where do I send a return?
Nowhere until we reply. When a return is agreed, we email the address to use. The office in Hong Kong and the postal box in Sydney do not take returns.
Does this policy override my consumer rights?
No. It sits on top of them. In Australia the consumer guarantees apply whatever this page says, and the 7-day window is only when we ask to hear about transit damage, wrong items and missing items. If you think the law where you live gives you more, say so in your email.
Ask A Vet
If the problem is the cat, not the product.
A cat who ignores a new cave may want it somewhere quieter. A cat who stops scratching, or stops jumping up to a perch she used to use, may be sore. A certified vet in the Ask A Vet app can look at photos or a video and tell you which it is before anything goes back in the post.
