Refund policy

 

DAMAGED OR DEFECTIVE ITEMS

If your item arrives damaged or defective, please email us at hello@purrheaven.com within 7 days of delivery. Be sure to include clear photos of the damaged product.

We’ll gladly send you a free replacement as long as your request is made within the 7-day window.

INCORRECT SHIPPING ADDRESS

Please double-check your shipping address before completing your order. Customers are responsible for entering accurate and complete shipping information.

If you realize after checkout that you've entered an incorrect address, email us immediately at hello@purrheaven.com. We’ll do our best to update it before your order ships, but we can’t guarantee changes once processing begins.

  • Orders returned due to incorrect or incomplete addresses will not have their original shipping fees refunded.

  • If you’d like the item reshipped, a new shipping fee will apply.

ORDER LOST IN TRANSIT

Purr Heaven is not responsible for lost or stolen packages that show as “Delivered” in tracking updates. We recommend checking with your local carrier or neighbors first.

If your package is significantly delayed:

  • We’ll consider a refund if your tracking number shows the item hasn’t been delivered within 45 days of your order date.

We’re happy to help confirm tracking and carrier details so you can investigate further with the shipping provider.

CANCELLING OR AMENDING ORDERS

Need to cancel or update an order? Email us right away at hello@purrheaven.com.

We ship quickly, so once an item has left the warehouse, it cannot be canceled. If you no longer want the item, you may return it once received (see return policy below).

RETURNS 

We accept returns within 30 days of delivery.

To be eligible for a return:

  • Items must be in their original condition and packaged securely.

  • Email us at hello@purrheaven.com to initiate the return process.  Returns that are sent back without prior approval will not be refunded.

Please note:

  • Return shipping is at the customer’s expense.  We do not provide prepaid return labels.

  • Shipping fees are non-refundable.

Once we receive your return at our warehouse, refunds will be issued to your original payment method within 7–10 business days. For security reasons, refunds cannot be issued to a different card or account.