1. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 7 days of receiving your order.
Please provide:
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Your order number
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A description of the issue
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Clear photos of the item
After reviewing your request, we will provide one of the following solutions, depending on the situation:
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A replacement item
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A full refund
2. Refund Processing
Once your returned item has been received and inspected, we will notify you by email whether your refund has been approved.
Approved refunds will be issued to your original payment method within 5-10 business days. Processing times may vary depending on your bank, credit card issuer, or payment provider.
3. Refund Amount
Approved refunds cover the purchase price of the returned item(s).
Original shipping charges are non-refundable, unless the return is the result of our error, a damaged or defective product, an incorrect item being shipped, or where otherwise required by applicable law.
4. Partial Refunds
Items returned in a condition different from their original condition, showing signs of use, missing original packaging, tags, or components not caused by Purely Pets, may qualify only for a partial refund or may not be eligible for a refund.
5. Order Cancellations
Orders may be canceled before they have been processed or shipped.
Once an order has been shipped, it cannot be canceled and must follow our Return Policy if you wish to request a return or refund.
6. Restocking Fees
Purely Pets does not charge any restocking fees.
Eligible returns will be refunded according to this Refund & Return Policy.