Refund policy

Things happen, even to well-behaved boxes. Here's how we make it right.

Last updated: October 17, 2026

This Refund Policy applies to purchases made from purrflixx ("we", "us") at purrflixx.com. Our products ship directly from partner suppliers and warehouses, most of them located outside the United States, so please read the steps below before sending anything back.

1. Our 30-day promise

You may request a return, replacement or refund within 30 days of delivery under the terms below. To start, email us at hello@purrflixx.com with your order number. Please do not send any item back until we have replied with return instructions; items sent without our instructions cannot be accepted or refunded.

2. Damaged, defective or wrong items

If your item arrives damaged or defective, or isn't what you ordered, contact us within 30 days of delivery and include your order number and a clear photo of the item (and of the packaging, if it was damaged). Once we've confirmed the issue, we will send a free replacement or issue a full refund of the item price, at your choice where a replacement is available. In most cases you won't need to return the item.

3. Change of mind

If you've changed your mind, you can request a return within 30 days of delivery, subject to these conditions:

• The item must be unused, unwashed and in its original packaging, with any tags attached.
• We will email you the return address and instructions. The return address may be outside the United States.
• You are responsible for the cost of return shipping, and any original shipping charges are non-refundable. We recommend using a trackable shipping service, as we can't be responsible for returns lost in transit.
• Once we receive and inspect the item, we will refund the item price. Items that are used, damaged after delivery or not in their original condition may be refused or receive only a partial refund.

4. Lost or undelivered orders

If your tracking shows no movement for 30 days, or your order has not arrived within 30 business days of shipping, contact us and we will reship the order or issue a full refund. Before we treat an order as lost, please check that the shipping address on your order is correct and ask neighbours or your local post office. We are not responsible for orders that cannot be delivered because of an incorrect or incomplete address provided at checkout, though we'll always do our best to help.

5. Non-returnable items

For hygiene and safety reasons, the following cannot be returned unless they arrived damaged, defective or wrong:

• Grooming and hygiene items that have been opened or used (for example, opened eye wipes)
• Digital items and downloads

6. Cancellations

You can cancel your order free of charge at any time before it ships. Orders are usually sent to our partners for fulfilment within 24 hours, so please email us as soon as possible. Once an order has shipped, it can no longer be cancelled, but you may return it under Section 3.

7. How refunds are paid

Approved refunds are issued to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or card issuer. If you haven't received an approved refund after that time, contact your bank first and then email us.

8. Exchanges

We don't offer direct exchanges. If you'd like a different item, size or colour, return the original under Section 3 and place a new order.

9. Your legal rights

This policy does not limit any rights you may have under applicable consumer protection laws.

10. Contact

Questions about a return or refund? Email hello@purrflixx.com.