Refund policy

Purrzo – Return & Refund Policy

We want you and your pet to love your Purrzo pieces. If something is not quite right, you may request a return under the conditions below.

Returns – 14 days from delivery

You have 14 days from the day you receive your order to request a return.

To be eligible for a return, your item must be:

in the same condition that you received it,
unworn / unused, free from fur, stains, odours or damage,
with all original tags and labels attached,
in the original packaging (including dust bag, box or branded packaging, where applicable),
accompanied by a receipt or proof of purchase.

Items that appear used, soiled, washed, heavily furred, or damaged may be refused and returned back to you.

How to start a return

To start a return, please contact us at info@purrzo.eu within 14 days of receiving your order.

Returns should be sent to the following address:

DELAR s.r.o.
Révaiovská 12
010 09 Žilina
Slovakia

Once your return request is reviewed and accepted, we will send you return instructions (how and where to send your package).

Please note:

We do not provide a prepaid return label for standard returns.
You are responsible for arranging and paying for the return shipping, except in cases of defective or incorrect items.
Items sent back to us without first requesting a return may not be accepted.

You can always contact us with any return questions at info@purrzo.eu.

Damages and issues

Please inspect your order as soon as it arrives.
If your item is defective, damaged, or you received the wrong product, contact us immediately at info@purrzo.eu with your order number and clear photos of the issue.

In such cases, if the claim is approved, we will cover the cost of return shipping or offer an alternative solution (replacement, repair or refund).

Exceptions / non-returnable items

For hygiene, safety and bespoke reasons, certain items cannot be returned, except where they are faulty:

Customised or personalised items (e.g. engraved tags, personalised accessories).
Gift cards (non-refundable).
Opened pet food, treats or hygiene products (if introduced in the future).
Products that have been used, visibly worn, heavily furred, washed, or altered by the customer.

If you are unsure whether your item is eligible for return, please email us before sending it back.

Sale items:
Discounted or sale items are still covered by the statutory 14-day withdrawal right for EU/UK customers, but we do not offer any extended return period beyond this.

Exchanges

At the moment, we do not process direct exchanges.

The fastest way to get a different size or style is to:

Request and send back the item as a return, and
Place a new order for the desired item.

European Union & United Kingdom – 14-day cooling-off period

If your order is shipped to a country within the European Union or the United Kingdom, you have the legal right to cancel your order within 14 days without giving any reason.

This 14-day period starts on the day after you (or a person indicated by you) receive the goods.

To exercise this right, you must contact us at info@purrzo.eu within 14 days and clearly state that you wish to withdraw from the contract. You then have another 14 days to send the items back.

As above, the items must be in the same condition you received them: unworn/unused, with tags, in original packaging, with proof of purchase.
Unless the product is faulty or incorrect, you are responsible for the cost of returning the goods.

We may deduct from your refund any loss of value resulting from handling the goods in a way other than what is necessary to establish their nature, characteristics and functioning (for example, heavy use, visible wear, soiling, or damage).

Refunds

Once we receive and inspect your return, we will notify you by email whether your refund has been approved or declined.

If approved:

we will refund the purchase price of the returned items to your original payment method,
within 10 business days from approval.

Please note:

Shipping fees paid on the original order are generally non-refundable, unless the return is due to our error (defective or incorrect item).
Your bank or card issuer may take additional time to process and post the refund.

If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at info@purrzo.eu.