Shipping & currency
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Terms of service
You pay the price shown at checkout, we send what you ordered, tracked, and if it arrives damaged, wrong or faulty we put it right. The terms below are the version of that a lawyer needs. Nothing in them takes away the rights the law where you live gives you, and where a term and those rights disagree, your rights win.
Delivery, returns and privacy each have their own policy, and these terms point to them rather than repeat them. The part a vet adds is how to use the products safely: string, cord and feathers left out with a cat on her own can end in surgery, and a collar that does not break away can catch.
Who you are dealing with, when the deal is done, what you pay, how it reaches you, what happens if it is wrong, and what your account and reviews mean.
PURRZ™ is run by Australian Premium Animal Products Ltd, a Hong Kong company. You are buying from us, not from a marketplace or a third party, and we answer for the order from the checkout to your door. Our address is in section 1 of the terms.
Placing an order is an offer to buy. The order confirmation says we received it; the contract is made when we email you that it has shipped. Until then you can cancel for a full refund by emailing us. We can cancel only if an item is out of stock, the payment fails a check, we cannot deliver to the address, or the price was an obvious mistake, and then you get a full refund, or the choice of the right price.
Prices are set in US dollars and shown in the currency of the country you pick, converted at the day’s rate. The total at checkout is what you pay us, with shipping shown before you pay. A discount code works as its offer says and cannot be added after the order is placed. Import charges, where your country has them, are covered in the shipping policy.
The shipping policy governs delivery: free over US$30 and US$10 below, dispatched within 2 to 3 business days from our warehouse in China, tracked, with an estimate of 5 to 8 business days after dispatch. The parcel is our responsibility until it reaches the address you gave; if it is lost, we replace it or refund you.
The refund policy governs what goes wrong: damaged, wrong, missing or faulty items are replaced, repaired or refunded with return postage on us, and change of mind is by arrangement within 14 days for unused items. Your legal rights, including the Australian consumer guarantees and the UK and EU right to cancel, sit on top of it.
You log in with a code sent to your email, or check out as a guest. Reviews and photos you post stay yours; you let us show them, and we never remove a review because it is negative. The ambassador programme and trade accounts have their own terms, linked from section 13.
Section 9, across the table
This is the part of the terms a vet would tell you across the consult table. It is also where the line sits between a fault, which is ours to fix, and wear or misuse, which is not.
| Product | Do | Do not | Why it is in the terms |
|---|---|---|---|
| Wand toys and feather attachments | Play with her, then put the wand and its attachments away in a drawer; check the feathers each game and swap an attachment once it is chewed to a stalk | Leave a wand, string, cord or feather toy out with a cat on her own | Swallowed string, cord and feather shafts can end in surgery. Feathers that pull out under a good catch are the toy doing its job, not a fault |
| Leave-out toys: felt balls, puzzle boxes and tracks | Check balls for cracks, and knots, pegs and end caps for wear, every few days; bin a cracked ball and take a toy away from a cat who chews it rather than bats it | Leave a cracked ball, a chewed-open end cap or an unravelling wool ball in play | The bell and shards of a cracked ball are small enough to swallow, and a swallowed magnet is a same-day emergency |
| Beds, caves and plush | Check studs, pegs and seams after assembly and after each wash; take a bed away from a cat who chews the plush, pulls out filling or eats felt, and tell your vet about the habit | Leave a chewed-open bed with a cat who eats fabric | Swallowed stuffing, foam, pile or felt is a blockage, not a hairball, and a loose metal stud is small enough to swallow |
| Scratchers, posts, trees and towers | Tighten every fixing when you build it, push the top to check it does not rock, check again a month in, and trim a lifted strand of rope rather than pull it | Keep using a post or tower that rocks, or put more than one cat on a level made for one | A post that rocks can tip onto a kitten. Rope and cardboard worn through by months of daily scratching is wear, not a fault |
| Window perches and hammocks | Fit the suction cups to clean, smooth glass, lock them, and press down on the perch with your hand before she jumps on; stay within the weight rating on the product page | Fit it to textured, filmed or cracked glass, or to a window that opens | A perch holds only as well as the glass it is stuck to. Cups that lose their grip need a clean and a refit |
| Smart ID Tag and Cat GPS Tracker | Use a breakaway collar only, with two fingers flat underneath, checked weekly; set up the profile before the first wear; keep her microchip registration current; charge the tracker and keep its Ask A Vet plan active | Use a collar that does not open under her weight, treat the tag as a replacement for the microchip, or put the tracker on a cat under 4 kg | A collar that does not release is a strangulation risk. Both sit on top of the microchip, and the tracker needs charge, mobile coverage and an Ask A Vet plan, sold separately under its own terms |
| PURRZ™ Sticky Wrap | Head out and nothing over her face, firm not tight, no more than a few minutes, and watch her breathing the whole time | Leave a wrapped cat alone, wrap a cat who is struggling to breathe, or use the wrap to win against a cat who is panicking | Open-mouth breathing, panting or going limp means unwrap her now and stop |
| Laser and battery toys | End every laser game on something she can catch, put the toy away after play, and keep batteries and charging cables away from a cat who chews | Point the laser at anyone’s eyes, or leave a laser or battery toy with a child or a cat unsupervised | A cat who never catches anything can start stalking lights and shadows. A chewed battery is a same-day emergency |
| Litter | Use and dispose of it as the bag says, and clean the tray with hot water and unscented soap | Clean the tray with bleach or pine cleaner | Cats avoid a tray that smells of either |
Your rights
These terms are what we promise. The law where you live can promise you more, and it wins.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law, stated in full in our refund policy. Nothing in these terms limits them, and an unfair term in a standard consumer contract does not bind you.
You can cancel an online purchase within 14 days of delivery without giving a reason, and faulty goods are repaired, replaced or refunded under the rules where you live. The goods are at our risk until you have them, and unfair terms do not bind you.
Your local consumer law applies alongside these terms. Where a term here and that law disagree, the law applies, and we will not quote the term at you.
The full policy
Last updated 29 September 2026. The version in force when you place an order is the one that applies to it.
purrz.com is operated by Australian Premium Animal Products Ltd, Office B3, 12F Causeway Bay Commercial Building, 3 Sugar Street, Causeway Bay, Hong Kong ("PURRZ™", "we", "us"). These terms apply to your use of purrz.com and to every purchase you make on it. Our shipping policy, refund policy and privacy policy form part of these terms and govern their own subjects; the Ambassador Program Policy and our trade terms apply to those programmes in addition to these terms. If these terms and one of those policies disagree on a subject the policy covers, the policy applies. You must be 18 or over to place an order. Questions: hello@purrz.com.
Nothing in these terms excludes, restricts or modifies any right or remedy you have under the consumer protection law of the country you live in that cannot lawfully be excluded, including the consumer guarantees under the Australian Consumer Law and the rights of consumers in the United Kingdom and the European Union in respect of distance sales and faulty goods. Where any term conflicts with such a right, the right applies and the term is read down to the extent needed. Any term that would be unfair under the consumer law that applies to you does not bind you.
Placing an order is an offer to buy the products in it at the price shown. The order confirmation email acknowledges the order; it is not acceptance. A contract for the products in an order is formed when we send the shipping confirmation for them, and only the products listed in that confirmation are covered by it. Before dispatch, you may cancel for a full refund, including shipping, by emailing us with the order number. We may decline or cancel an order only where a product is unavailable, payment has not been authorised or a fraud check has failed, the delivery address is one we cannot deliver to, or the price or description contained an obvious error; in each case we tell you and refund anything paid in full or, for a pricing error, offer you the choice of the correct price.
Our prices are set in United States dollars and displayed in the currency of the country you select, converted at the rate applied on the day. The price shown when you place the order is the price you pay for the products, and the shipping cost is shown before you confirm payment. Prices can change from day to day; a change does not affect an order already placed. Where sales tax or VAT is included in a price or added at checkout, the checkout shows it. Import duties, taxes and carrier charges levied when a parcel arrives in your country are dealt with in the shipping policy. If a product is listed at the wrong price by mistake, section 3 applies.
A discount code applies on the terms of the offer it came with, including any expiry, minimum order and product exclusions. One code can be used per order unless the offer says otherwise, and a code cannot be applied to an order after it has been placed. Bundle prices, including the bundle offers on product pages, apply to the bundle as sold; a faulty, damaged or missing item in a bundle is replaced or refunded on its own, and a change-of-mind return of one item is refunded at its share of the bundle price, as the refund policy explains. Ambassador codes are governed by the Ambassador Program Policy. We may withdraw an offer at any time, without affecting orders already placed.
You may pay by the methods shown at checkout, which include major cards, Shop Pay, PayPal, Apple Pay and Google Pay. Your payment method is charged when you place the order. Payment details go to the payment provider, not to us, as the privacy policy explains. We may run fraud checks on an order and cancel it under section 3 if they fail. Your card issuer or bank may apply its own exchange rate or fees, which are outside our control.
Delivery is governed by the shipping policy, which states where we ship from and to, the cost, the dispatch and delivery estimates and what happens when a parcel is late, lost or returned. Delivery estimates are estimates. The products are at our risk until they are delivered to the address you gave us, and ownership passes to you when they are delivered and paid for. If you give us an incomplete or wrong address, the shipping policy says what happens to the parcel and the cost.
What happens when an item arrives damaged, wrong, missing or faulty, how change-of-mind returns are handled and how refunds are paid is governed by the refund policy, whose main terms are these: transit damage, wrong items and missing items reported within 7 days of delivery, and faults reported when you find them, are replaced, repaired or refunded with any return postage on us; change-of-mind and size returns are agreed on request within 14 days of delivery for unused items in their original packaging, with return postage paid by you; beds, caves, cushions, scratchers and toys a cat has used, and opened litter, cannot be returned for change of mind; refunds go to the original payment method. Your statutory rights, including the 14-day cancellation right for consumers in the United Kingdom and the European Union, apply in addition.
Our products are designed by Dr Duncan Houston for cats and must be used as the product page and these terms describe. Choose sizes from the size guides and the product pages. Wand toys, strings and feather attachments are for play with you: put them away after the game, because swallowed string, cord and feather shafts can need surgery. Check leave-out toys for cracked balls, worn knots, loose pegs and chewed end caps, and take away any toy, bed or cave that a cat chews and swallows rather than plays with or sleeps on; swallowed stuffing, foam, felt and small parts can block the gut. Tighten the fixings of scratchers, posts, trees and towers when you build them and check them again after a month, and keep to one cat per level where the product page says so. Fit window perches and hammocks to clean, smooth glass within the weight rating on the product page, and check the suction cups before each use. Put the Smart ID Tag and the Cat GPS Tracker on a breakaway collar only, fitted with two fingers flat underneath and checked weekly; the tag adds a layer to, and does not replace, a registered microchip. The Cat GPS Tracker is for cats over 4 kg, needs charge and mobile coverage to report a location, and requires an Ask A Vet plan, sold separately by Ask A Vet under its own terms; its activity and health data are information, not a diagnosis. Use the PURRZ™ Sticky Wrap for no more than a few minutes, head out, never on a cat who is struggling to breathe and never with the cat left alone, and unwrap her at once if she breathes with her mouth open, pants or goes limp. End laser games on something she can catch, and keep batteries and charging cables away from a cat who chews. Wear from scratching, chewing and play over time is not a fault. Nothing on purrz.com is veterinary advice for your cat; if you are worried about her health, ask a vet, and the Ask A Vet app is one way to do that. To the extent the law allows, we are not responsible for loss caused by use of a product contrary to this section or to the instructions supplied with it.
We take care to describe products, sizes, materials and prices accurately, and we correct errors when we find them. Colours can look different on different screens. Size guides give the measurements of the product; measure your cat, curled up and stretched out, before ordering, because size returns are handled under the refund policy. Where the site shows a product in use, it is with our own cats; every cat is different, and whether a product suits yours is for you to judge with the information we give.
You can shop as a guest or with an account. Accounts are secured by a one-time code sent to your email, so keep access to that email secure and tell us if you think someone else is using your account. Keep your details accurate. We may close an account used to abuse staff, to commit fraud or to breach these terms, and we tell you if we do.
Reviews, photos, videos and messages you post or send remain yours. By posting them you allow us to display, reproduce and share them on purrz.com, in our marketing and on our social channels, with your first name and last initial and without payment, for as long as the product is sold and reasonably afterwards; you can ask us to take yours down at any time by email, and we will. Content must be your own, truthful and about the product; we remove content that is abusive, unlawful, off-topic or not genuine, and we never remove or edit a review because it is negative. We do not write, buy or post reviews of our own products. Review requests are sent after delivery, and any reward offered for a review never depends on what the review says.
The ambassador programme is governed by the Ambassador Program Policy at purrz.com/pages/ambassador-program-policy in addition to these terms. Trade accounts for clinics, retailers and other businesses, opened through purrz.com/pages/b2b-onboarding-page, are governed by the trade terms provided when an account is approved, in addition to these terms; where the two disagree, the trade terms apply to trade orders.
The PURRZ™ name and mark, the product designs, photographs, videos, text, size guides, tools and software on purrz.com belong to us or our licensors. You may view, save and print pages for your own use, and you may link to any page of purrz.com, product pages included, as long as the link does not suggest that we endorse you. You may not copy product photography, copy or text for commercial use, or use our marks, without our written permission. You must not interfere with the site, try to reach parts of it not meant for you, scrape it with automated tools, or use it to send unsolicited messages or unlawful content.
We are liable for death or personal injury caused by our negligence, for fraud, for a product that is faulty within the meaning of the product liability law that applies to you, and for anything else the law does not allow us to exclude or limit, including the consumer rights in section 2. Subject to that, we are not liable for losses that were not a foreseeable result of our breach, for loss of business, profit or opportunity, or for loss caused by use of a product contrary to section 9 or to the instructions supplied with it; and our total liability to you in connection with an order, beyond what the law requires, is limited to the amount you paid for that order. Nothing in this section applies to a consumer guarantee, statutory warranty or other right that the law says cannot be limited.
If something has gone wrong, email hello@purrz.com with the order number and we will try to put it right; we aim to reply within one business day, Monday to Friday, and to resolve complaints within 30 days. If we cannot, you may complain to the consumer protection body where you live, and nothing in these terms stops you. These terms are governed by the law of Hong Kong, and the courts of Hong Kong have non-exclusive jurisdiction, except that if you are a consumer you keep the protection of the mandatory consumer law of the country you live in and may bring a claim in the courts of that country.
If you opt in to PURRZ™ text messages, you agree to receive recurring marketing texts, such as offers and cart reminders, at the mobile number you gave. Consent is not a condition of any purchase. Message frequency varies, and message and data rates may apply. Reply STOP to cancel at any time; you will receive one confirmation text and no further messages. Reply HELP for help, or email hello@purrz.com. Mobile carriers are not liable for delayed or undelivered messages. The privacy policy explains how we handle your number.
We may change these terms; the version published when you place an order is the one that applies to that order, and changes never apply to an order already placed. Each version carries its date. If any part of these terms is found invalid, the rest continues to apply. If we do not enforce a term on one occasion, we may still enforce it later. We may transfer our rights and obligations under an order to another company in our group or to a buyer of the business, without affecting your rights. These terms, together with the policies named in section 1 and the order confirmation, are the whole agreement between us for an order; nothing in this sentence limits any liability for misrepresentation that the law does not allow us to limit. Contact: hello@purrz.com, the contact form at purrz.com/pages/contact, or post to Australian Premium Animal Products Ltd, Office B3, 12F Causeway Bay Commercial Building, 3 Sugar Street, Causeway Bay, Hong Kong.
From Dr Duncan
I am an emergency and critical care vet who has worked in Sydney and Hong Kong, and I design every PURRZ™ product myself. The template these terms replace was written so a store could win every argument: it tried to exclude guarantees the law does not let a seller exclude, allowed links to the home page and nowhere else, and gave no way to complain. These terms say what we promise, point to the shipping, refund and privacy policies for the detail, and put your consumer rights above every clause. The section I care about is the one on using the products, because string, cord and feathers left out with a cat on her own can end in surgery, and a collar that does not break away can catch. If a term here ever reads like a trick, I recommend writing to hello@purrz.com, and the term gets rewritten.
Dr Duncan Houston, emergency veterinarian and founder of PURRZ™
Meet Dr DuncanBefore you click Pay
The short answers. The terms above are what apply.
Not yet. The confirmation says we received the order. The contract is made when we email you that it has shipped, within 2 to 3 business days when the items are in stock. Until then you can cancel for a full refund by emailing us, and we can cancel only for the reasons in section 3, with a full refund.
The price shown when you place the order. Prices are set in US dollars and shown in your currency at that day’s rate, so the number can move a little from day to day. If a price was an obvious mistake, we tell you, and you choose between the correct price and a full refund.
One code per order unless the offer says otherwise, entered at checkout; we cannot add a code after the order is placed. Bundles are already priced as bundles, so a code applies to the bundle price as its offer states.
A fault is ours to fix: send a photo and the order number, and we repair, replace or refund it with return postage on us, under the refund policy. Wear is different, and section 9 says where the line is: rope and cardboard worn through after months of scratching is wear; a seam that splits in the first week of normal use is a fault.
You do. Posting them lets us show them on purrz.com, in our marketing and on our social channels, with your first name and last initial. Email us and we take them down. We never delete or edit a review because it is negative.
No. It needs charge, mobile coverage and an Ask A Vet plan, sold separately by Ask A Vet under its own terms. It is for cats over 4 kg, on a breakaway collar. It shows you where she is or went; it does not keep her away from a road, and its activity data is not a diagnosis.
Hong Kong law, because that is where the company is, but if you are a consumer you keep the protection of the consumer law where you live and can bring a claim in your own courts. In practice, a disagreement starts as an email to hello@purrz.com, and we aim to resolve complaints within 30 days.
Ask A Vet
Section 9 of the terms says nothing on purrz.com is veterinary advice for your cat, and means it. When the question is the cat rather than the product, a certified vet in the Ask A Vet app can look at the photos, ask what a product page cannot, and tell you whether it can wait until morning.
