Refund policy

 

Cancellations (Before Dispatch)

 

As part of the pre-order release, each order is allocated within our initial production run.

Cancellations made prior to dispatch will incur a 20% restocking fee, reflecting committed manufacturing, handling, and allocation costs tied to your reserved pieces.

Any shipping fees will be refunded in full for cancellations made before dispatch.

 

 

Returns (After Delivery)

 

We offer a considered, customer-first approach once your order has been delivered.

You may request a return within 30 days of receiving your order, provided the following conditions are met:

 

  • Items must be returned in unused, resealable condition

  • Products must be free from damage, wear, or alteration

  • Original packaging should be included where reasonably possible

 

Refunds will be issued minus the original shipping cost and return shipping cost.

If your order included a First Edition Gift Box, it must be returned in unused condition. If the gift is not returned, its value may be deducted from the refund.

 

 

Condition of Returns

 

Returned items must be suitable for resale.

We reserve the right to adjust or decline a refund if products show signs of:

 

  • Excessive wear or damage

  • Misuse or improper handling

  • Alteration or installation damage

 

Damage resulting from use beyond normal conditions, including excessive wear from pets, may impact eligibility for a refund.

 

 

Warranty

 

All Purrrlo products are backed by a 3-Year Limited Warranty, covering manufacturing defects and faults under normal use.

This includes:

 

  • Structural integrity of the modules

  • Defects in materials and workmanship

  • Faults that impact the intended functional use of the product

 

This warranty does not cover:

 

  • General wear and tear, including surface marks, fabric wear, or cosmetic aging

  • Damage caused by misuse, improper installation, or modification

  • Damage resulting from external factors, including accidents or environmental conditions

 

If you experience an issue, please contact hello@purrrlo.com with details and images. Our team will assess and provide an appropriate resolution, which may include replacement parts or a replacement unit.

 

 

Refund Processing

 

Once your return has been received and inspected, your refund will be processed to the original payment method, less any applicable fees.

 

 

Support

 

For any questions or to initiate a return, please contact hello@purrrlo.com and our team will assist you through the process.