Returns & Exchanges Policy

Our Promise

At PurrVia, we stand behind the quality of our products. We want you and your cat to be completely satisfied with your purchase. If you're not, we're here to help.

30-Day Return Policy

You can return most new, unopened items within 30 days of delivery for a full refund or exchange. We understand that sometimes a product might not be what you expected.

Conditions for Return:

• Items must be in new, unused, and resalable condition.
• Items must be returned in their original packaging with all original accessories and documentation.
• For hygiene reasons, used water fountains or filters cannot be returned unless defective.

How to Initiate a Return or Exchange

To start a return or exchange, please follow these steps:

1. Contact Us: Email our support team at purrrvia@gmail.com or use our Contact Us page.
2. Provide Information: Please include your order number, the item(s) you wish to return/exchange, and the reason for your request. For exchanges, let us know which item you'd like instead.
3. Await Instructions: Our team will review your request and provide you with return instructions, including the return shipping address, within 1-2 business days. Please do not send items back without prior authorization.

Shipping Your Return

• Return Shipping Costs: For standard returns or exchanges (e.g., change of mind), the customer is responsible for return shipping costs. We recommend using a trackable shipping service.
• Damaged or Incorrect Items: If you received a damaged, defective, or incorrect item, PurrVia will cover the return shipping costs. Please contact us immediately with photos of the issue.
• Packaging: Please pack your return securely to prevent damage during transit.

Refunds

• Once your return is received and inspected, we will notify you via email.
• If your return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-7 business days.
• Please note that original shipping charges (if any) are non-refundable, unless the return is due to our error (e.g., damaged or incorrect item).

Exchanges

• If you wish to exchange an item, please follow the return process outlined above.
• Once we receive and approve your returned item, we will ship out the new item you requested.
• If there is a price difference between the exchanged items, we will contact you to settle the difference.

Damaged or Incorrect Items

We take great care in packaging our products, but sometimes issues can occur during transit or fulfillment. If your PurrVia fountain arrives damaged, is defective, or if you received the wrong item, please contact us within 7 days of delivery.

Please provide your order number and photos of the damaged/incorrect item and packaging to purrrvia@gmail.com. We will arrange for a replacement or refund and cover all associated shipping costs.

Questions?

If you have any questions about our Returns & Exchanges Policy, please don't hesitate to contact us. We're always happy to assist you!