Refund policy
30-Day Returns & Refund Policy
We want you to be happy with your purchase. You may request a return within 30 days of the date your order is delivered.
This policy applies to orders shipped worldwide. Nothing in this policy limits any mandatory consumer rights that apply in your country or region.
Return Eligibility
To qualify for a return under our 30-day return policy, the item must:
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Be returned in the condition in which it was received;
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Be unused and free from damage, excessive wear, pet hair or contamination;
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Include all accessories, components and instructions supplied with it; and
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Be returned in its original packaging where reasonably possible.
You will also need to provide your order number or another valid proof of purchase.
Customers may inspect an item as reasonably necessary to determine its nature, characteristics and operation. Where permitted by law, we may reduce a refund to reflect any loss in value caused by handling beyond what would reasonably be allowed in a physical shop.
Starting a Return
To request a return, contact us at purrswing@use.startmail.com within 30 days after delivery.
Please include:
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Your order number;
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The email address used for the order;
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The item you wish to return; and
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Photographs or video where the item is damaged, defective or incorrect.
You do not need to provide a reason when exercising a statutory cancellation right.
If your return is approved, we will provide the applicable return address and return instructions by email. Return locations may vary depending on the customer’s country and the item being returned.
Do not return an item to the address shown on the original parcel unless we specifically instruct you to do so. Items returned without first contacting us may be delayed, refused or sent to an incorrect location.
After receiving our return instructions, you must send the item back within 14 days, unless a longer period is required by applicable law.
Return Shipping Costs
For change-of-mind returns, the customer is responsible for the cost of returning the item, unless:
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We have agreed in writing to pay the return cost; or
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Applicable consumer law requires us to pay it.
Original shipping charges are not refundable for voluntary change-of-mind returns, except where applicable law requires otherwise.
For qualifying cancellations under UK or European consumer law, we will refund the cost of our least expensive standard delivery option. Additional costs paid for express, priority or upgraded delivery are not refundable unless required by law.
If an item is confirmed to be defective, damaged on arrival, materially different from its description or incorrectly supplied, we will cover reasonable return shipping costs where required by applicable law. We may provide a prepaid return label, reimburse reasonable return postage or offer another appropriate resolution.
We strongly recommend using a tracked shipping service and retaining your proof of postage until your return has been completed.
Damaged, Defective or Incorrect Items
Please inspect your order after delivery and contact us as soon as reasonably possible if:
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The item arrived damaged;
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The item is defective;
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You received the wrong item; or
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An item is missing from your order.
Please include clear photographs or video showing the problem and the packaging in which the item arrived.
Depending on the circumstances and applicable law, we may offer a replacement, repair, partial refund or full refund. Reporting a problem later does not remove any statutory rights you may have.
Non-Returnable Items
The following items may not qualify for a voluntary change-of-mind return:
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Gift cards;
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Personalised or custom-made products;
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Items that have been damaged, modified or misused after delivery;
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Items returned with missing components; and
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Sealed products that are not suitable for return for health or hygiene reasons once unsealed, where this exception is permitted by applicable law.
These exclusions do not apply where an item is faulty, damaged, incorrectly supplied or otherwise protected by mandatory consumer law.
Sale and promotional items are subject to the same statutory consumer rights as full-price items.
Exchanges
We do not currently offer direct exchanges.
To obtain a different product, colour or variation, request a return for the original item and place a separate order for the replacement.
UK and European Cancellation Rights
Customers in the United Kingdom, European Union or European Economic Area may have a statutory right to cancel an eligible online purchase without providing a reason.
Where these rights apply, you may notify us of your decision to cancel within 14 days after delivery. You will then normally have a further 14 days to return the goods.
Our voluntary 30-day return period does not replace or reduce these statutory rights.
Certain goods may be legally excluded from cancellation rights, including clearly personalised goods, rapidly perishable goods and qualifying sealed health or hygiene products that have been unsealed.
Refunds
We will notify you after receiving and reviewing your return.
Where a refund is approved, it will be issued to the original payment method. We will process approved refunds without undue delay and no later than 14 calendar days after receiving the returned item or acceptable evidence that it has been sent back, where required by applicable law.
We may withhold a refund until we receive the returned item or satisfactory evidence of its return, where legally permitted.
After we issue a refund, your bank, card provider or payment service may require additional time to show the funds in your account. This processing time is outside our control.
If more than 15 business days have passed since we confirmed that your refund was issued, contact us at purrswing@use.startmail.com.
Refused and Undeliverable Packages
If an order is refused, unclaimed or returned because an incorrect or incomplete delivery address was provided, reasonable original shipping, return shipping or carrier charges may be deducted from the refund where permitted by law.
Local Consumer Rights
Consumer laws differ between countries.
Nothing in this policy excludes, restricts or replaces rights that cannot legally be excluded under the laws applicable to your purchase. Where this policy conflicts with mandatory consumer law, the mandatory legal requirement will apply.
Contact
For return or refund questions, contact: