Refund policy

Return & Refund Policy

The website purraffection.com is operated by BGRN GROUP, SAS (SIREN 992 503 375), doing business as PurrAffection.
Registered office: 162 chemin Richard Brane, 97170 Petit-Bourg, Guadeloupe
Last updated: November 2026

We want you and your pet to love every order. If something isn't right, this policy explains how to return an item and get your money back. We currently ship to, and accept returns from, addresses in the United States only.

1. 30-Day Returns
You have 30 calendar days from the date you receive your order to request a return, for any reason. If your order arrived in several packages, the 30 days start when you receive the last package.

2. Return Conditions
You're welcome to unpack and inspect your item the way you would in a store. To qualify for a full refund, the item must be returned complete, with all accessories and instructions, and in its original packaging whenever possible.

If an item comes back with signs of use beyond a simple inspection (wear, stains, washing, odors, pet hair, or use by your pet), we may issue a partial refund that reflects its condition. If that happens, we'll email you photos and explain the amount before any refund is processed.

3. Items That Can't Be Returned
Unless they arrive defective, damaged, or not as described, the following items are final sale:

Pet hygiene and grooming products that have been opened or unsealed
Food, treats, and supplements that have been opened
Personalized or custom-made items (names, engraving, embroidery, etc.)
Items that have clearly been used by your pet

When an item is final sale, this is noted on its product page.

4. Canceling an Order
You can cancel all or part of your order free of charge as long as it hasn't shipped yet. Email contact@purraffection.com with "CANCELLATION" and your order number in the subject line. We'll confirm by email and issue a full refund within 7 days to your original payment method.

Once an order has shipped, it can no longer be canceled, but you can still return it for free using the steps below.

5. How to Return an Item

Contact us: email contact@purraffection.com or use our contact form (https://purraffection.com/pages/contact) with your order number, the item(s) you'd like to return, and the reason.
Get your label: within 24–72 business hours, we'll confirm your return and send you a prepaid return shipping label. The return address is printed on the label.
Ship it back: pack the item securely, attach the label, and drop off the package within 14 days of receiving your label.
Keep your receipt: hold on to your drop-off receipt or tracking number until we confirm we've received your return.
Inspection: we inspect returned items within 3 business days of arrival and email you once your return is approved.

All returns made with our prepaid label are tracked. If the carrier loses your return package, we take responsibility. Just send us your drop-off receipt.

6. Return Shipping Is Free

Prepaid return label: free, provided by PurrAffection
Restocking fee: none
No return shipping costs are deducted from your refund

7. Refunds
Once your return is approved, we issue your refund within 7 days to your original payment method. Depending on your bank or card issuer, it may take an additional 3–10 business days for the credit to appear on your statement.

Your refund covers the full amount paid for the returned item. If your original payment method is no longer active, we'll contact you to arrange an alternative.

8. Exchanges
Need a different size or color? Exchanges follow the same timeline and conditions as returns and are also free. Exchanges depend on availability; if the item you want is out of stock, we'll issue a full refund instead. If the new item costs more, we'll charge the difference; if it costs less, we'll refund the difference.

9. Damaged, Defective, or Wrong Items
If your order arrives damaged, defective, or isn't what you ordered:

Email contact@purraffection.com within 30 days of delivery with your order number and photos of the item and packaging.
We handle these requests first, within 24–72 business hours.
You choose a free replacement or a full refund, with no return shipping cost. Depending on the issue, we may not even need the item back.

Our products are covered against manufacturing defects. This coverage doesn't apply to damage caused by misuse, improper care, use not suited to your pet, or normal wear and tear. Nothing in this policy limits any rights you may have under applicable law.

10. Gifts
If you received an item as a gift, you can return it under the same conditions and receive store credit for the amount paid, usable on purraffection.com. Any cash refund goes to the original purchaser's payment method.

11. Questions or Disagreements
If you're not happy with how your return was handled, please contact us first at contact@purraffection.com. We'll work with you to find a fair solution within 3 business days. If you'd like your case reviewed again, simply reply to the same email with "REVIEW REQUEST." Contacting us first is usually much faster than opening a dispute with your bank.

12. Changes to This Policy
We may update this policy from time to time. Changes are posted on this page with their update date. The version in effect on the date of your purchase applies to your order.

Contact Us
PurrAffection
Phone: +590690692319
Email: contact@purraffection.com
Contact form: https://purraffection.com/pages/contact

We reply to all messages within 24–72 business hours, Monday through Friday, excluding holidays. Messages sent over the weekend are answered on the next business day.