Politique de remboursement
At Purrela, customer satisfaction is important to us. If your order is not quite right, we are here to help with a straightforward and transparent return process.
30-Day Return Eligibility
Customers may request a return within 30 days of receiving their order.
To qualify for a return, products must:
- Be unused and in original condition
- Include original packaging, tags, accessories, and inserts
- Be free from signs of wear, damage, or alteration
Items returned without original packaging or not in resellable condition may not qualify for a refund.
Return Approval Requirement
All returns require prior authorization from our support team.
Returns sent without approval may be refused or returned to the sender.
Return Shipping Responsibility
Incorrect, Damaged, or Defective Orders
If you receive an item that is damaged, defective, or incorrect, Purrela will cover the return shipping costs and provide an appropriate resolution.
To assist us with the claim process, customers should contact us within 48 hours of delivery and provide:
- Photos of the item
- Photos of the packaging
- Order information
Change of Mind Returns
If you no longer want the item, ordered the wrong product, or changed your mind after purchase:
- Customers are responsible for return shipping costs
- Original shipping charges (if applicable) are non-refundable
How to Start a Return
Step 1 — Contact Support
Email our customer support team at info@purrela.com with:
- Your order number
- Reason for the return
- Photos if the item arrived damaged or incorrect
Step 2 — Receive Return Instructions
Once approved, we will provide:
- Return authorization
- Return instructions
- The correct return address
Step 3 — Send Your Return
Securely package the item in its original packaging and ship it using a trackable shipping service.
Purrela is not responsible for returned packages lost or damaged during transit.
Refund Processing
After your return is received, the item will be inspected to confirm eligibility.
If approved, the refund will be issued to the original payment method used during checkout.
Refund Timeline
Approved refunds are processed within 7 business days after inspection.
Depending on your financial institution, additional processing time may be required before the refund appears in your account.
Exchanges
If you would like a different size, color, or replacement item, please contact our support team and we will assist you with the exchange process where applicable.
Restocking Fees
Purrela does not charge restocking fees on approved returns.
Orders Marked as Lost
If your order has not arrived within the expected delivery timeframe, please contact our support team at info@purrela.com
If the shipment is confirmed lost by the carrier, Purrela may offer either:
- A replacement shipment, or
- A full refund
Non-Returnable Products
Certain items may not be eligible for return due to hygiene, safety, or product-specific restrictions.
Any non-returnable items will be clearly identified on the product page before purchase.
Contact Information
Store Name: Purrela
Address: 1030 Element Cir, Garner, North Carolina, USA, 27529
Email: info@purrela.com
Phone: 910-360-6230
Customer Service Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)
We do our best to reply back to your email within 1-2 business days.