Refund & Return Policy – PurPawer

Last updated: November 2025

At PurPawer, we strive to deliver only the highest quality products for your pets’ wellbeing.
If for any reason you are not completely satisfied with your order, you may return it under the conditions described below.

Please note that we do not offer free returns — all return shipping costs are the responsibility of the customer.

1. Returns

Is it possible to return my order?

Yes. You have the right to return your order within 30 days of receiving it.

To qualify for a return, the following conditions must be met:

1. The order includes all original parts, components, and packaging, in the same condition as received.

2. The product shows only normal handling; damage caused by negligence or misuse is excluded.

3. For hygiene-related products, the item must be properly cleaned before being returned.

4. The product must be found defective immediately upon receipt.

5. Shipping costs for returns are borne by the customer.

6. Returns are processed within 7 working days of receipt; if all conditions are met, you will receive official confirmation within this period.

We reserve the right to refuse a return if there is reasonable suspicion that the product has been used, damaged, or altered beyond its original state.

2. How to initiate a return

If your order meets the conditions above, please follow these steps to begin the return process:

1. Send an email to support@purpawer.com.

2. Include the following information in your email:

   • Your order number

   • Reason for the return

   • Photo of the product (if damaged)

   • Your first and last name

   • Your shipping address

Once we receive your request, we will provide you with the correct return address.
⚠️ Do not send returns to the sender’s address — returns sent to the wrong address cannot be processed.

The customer is fully responsible for the shipping costs associated with returning the product.

3. Right of Withdrawal (Consumer Cancellation Rights)

As a consumer, you have a right of withdrawal in accordance with EU consumer protection laws if you are a natural person acting outside your professional or commercial activity.

A. Conditions for Cancellation

You have the right to cancel your order within 14 days from the date you (or a third party other than the carrier) received the goods.

Please note:
Our fulfilment system is fully automated. Once an order is placed, it is immediately processed and shipped.
Therefore, we cannot interrupt or cancel shipments once they have been dispatched, and refunds are only possible after the goods have been received and returned.

To exercise your right of withdrawal, please send a clear statement (e.g., by email) to support@purpawer.com expressing your decision to cancel your order.
The return is considered complete once we have received the goods.
All costs associated with returning the goods are borne by the buyer.

B. Shipments in Transit

Our products are shipped from Asia, and delivery times may vary depending on logistics.
Once an order is in transit, cancellation is not possible until the goods arrive.

You may notify us in advance of your intention to cancel, and once you have received your order, you can return it following the normal return procedure.
To help us process your refund as quickly as possible, please provide a shipping confirmation when returning your parcel.

4. Consequences of Withdrawal

If you withdraw from your purchase, PurPawer will refund all payments received from you, excluding delivery costs (except where you selected a more expensive delivery option than our standard method).

Refunds will be processed within 14 days of receiving both your cancellation notice and the returned goods.
We will use the same payment method that you used for the original transaction, unless otherwise agreed.
You will not be charged any additional fees for the refund.

All returns must be sent to our central warehouse in Asia, at the customer’s expense.