Refund & Return Policy

You may cancel your purchase within 14 days of delivery for any reason, without giving a justification. Simply email us within that period stating that you wish to withdraw, and return the item within 14 days of telling us.

Items must be unused, clean and returned in their original packaging with all accessories included (scoop and filter). You may inspect and try the product as you would in a shop; if the item has been used beyond that and its value is reduced, we may deduct a proportionate amount from your refund.

Email purrbox.info@gmail.com with your order number and, if you wish, the reason for the return. We will reply within 1–2 business days with a return authorisation and the correct return address. Please wait for that address before shipping anything back.

For change-of-mind returns and withdrawals, the customer covers the cost of return shipping. If the item arrived damaged, defective or incorrect, we cover the return shipping or send a replacement at no cost to you.

Once we receive and inspect your return, we issue your refund within 14 days using the same payment method you used for the order. Your bank or card issuer may take a few additional days to post the funds. Where you paid for a premium delivery upgrade, we refund the cost of standard delivery.

Email us within 48 hours of delivery with photos of the item and its packaging. Once confirmed, we send a free replacement or issue a full refund — your choice. In most damage cases no return shipment is required. This is in addition to the 2-year legal guarantee of conformity under Italian and EU law.

No general exceptions apply: the 14-day withdrawal right covers our full range. The only items we cannot accept back are sealed hygiene-related consumables, such as litter liners or carbon filters, once their seal has been opened. Orders refused at delivery or unclaimed and returned to sender are refunded minus the actual return shipping cost.

If more than 14 days have passed since we confirmed your refund and you have not received it, contact your bank first, then email us and we will investigate with our payment processor.