Hello fabulous cat parent! 🐾

At Purritos Shop, we’re dedicated to making both you and your feline family members utterly happy with every purchase. We understand that sometimes things don’t work out purr-fectly, which is why we’ve created a straightforward returns and exchanges process.

Our Return Policy Details

We gladly accept returns and exchanges within 15 days of you receiving your items. To be eligible for a return, your item must be:

  • In its original condition
  • Unused and unwashed
  • In the original packaging with all tags attached
  • Accompanied by the original receipt or proof of purchase
Please note: For health and safety reasons, we cannot accept returns on Cat Food and Cat Litter & Housebreaking products unless the packaging is damaged or defective upon arrival. We also cannot accept returns on any used cat toys for hygiene reasons.

How to Initiate a Return or Exchange

Follow these simple steps to request a return or exchange:

  1. Contact our customer care team at [email protected] within 15 days of receiving your order
  2. Provide your order number and details about the product you wish to return or exchange
  3. Our team will respond within 24-48 hours with a return authorization and instructions
  4. Package the item securely with all original packaging and tags
  5. Ship the item to our address (provided in the return authorization email)

Return Shipping Information

Customers are responsible for return shipping costs unless the return is due to our error (such as shipping the wrong item) or a defective product. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

Refund Information

Once your return is received and inspected (usually within 3-5 business days of arrival), we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within:

  • Credit card payments: 5-10 business days
  • PayPal payments: 3-5 business days

Please note that depending on your credit card company, it may take an additional 2-5 business days after the credit is applied for it to post to your account.

Exchanges

We are happy to exchange items for a different size or color, subject to availability. If the item you wish to exchange for is a different price:

  • We will refund the difference if the new item costs less
  • We will charge the difference if the new item costs more

Return Request Template

To make the process even easier, feel free to use this template when contacting us about a return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number] Hello Purritos Shop Team, I would like to request a [return/exchange] for my recent order. Order Number: [Your Order Number] Product Name: [Product Name] Reason for Return/Exchange: [Please briefly explain] I have read and understand the return policy. Thank you, [Your Full Name] [Your Email Address] [Your Phone Number – Optional]

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damaged product and packaging. We will gladly send a replacement or issue a full refund, including return shipping costs.

Need Help?

Our friendly customer care team is here to help with any questions about returns or exchanges!

Email: [email protected]

Address: 3266 Brannon Avenue, Jacksonville, US 32256

Thank you for shopping with Purritos Shop – where your cat’s happiness is our top priority! 🐱💝