Refund policy

Last updated: 7 November 2026

30-day happiness promise

If you or your cat aren't happy with your order, contact us within 30 days of receiving it and we'll do our best to help.

Your right to cancel

Under UK consumer law you can cancel your order within 14 days of receiving it, for any reason. Tell us within 14 days, then send the items back within a further 14 days.

How to return an item

Please email us at support.purro@proton.me with your order number before sending anything back. Our toys are dispatched from our fulfilment partners, so we will send you the correct return address. Items sent to any other address (including our business address) may be delayed or lost.

Condition of returned items

Items should be returned unused, undamaged and, where possible, in their original packaging. We may reduce a refund if an item has been handled more than needed to inspect it.

Return costs

For change-of-mind returns, you pay the cost of sending the item back. We recommend using a tracked service.

Refunds

Refunds are made to your original payment method within 14 days of us receiving the return, or evidence that you sent it. If you cancel your whole order, we also refund the standard delivery cost.

Faulty, damaged or incorrect items

Contact us as soon as possible with your order number, a short description of the problem and clear photos. We'll send a free replacement or give you a full refund, and you won't pay to return a faulty item.

Exchanges

We don't offer direct exchanges. Please return the item and place a new order.

This policy does not affect your statutory rights under UK consumer law.