Refund policy

Refund policy — 30-day money-back guarantee

Last updated: 24 October 2026

1. 30-day money-back guarantee

If you are not satisfied, you can request a return within 30 days of delivery and get the price of the returned goods back. Your cat may try the arch — but the item must come back complete (frame, all brushes and pom-poms, base), cleaned of hair, undamaged and in its original packaging.
+30 days of guarantee. If your order includes the optional “+30 days of guarantee (60 days in total)”, the period in point 1 is 60 days of delivery for the arches of that order, on the same conditions. The extension is valid only for the order it was bought with. Its fee is refunded only if the order is cancelled before it ships; it is not refunded once the order has shipped, also when the arch is returned.
To start a return, use our contact form with your order number first. We reply with the return address. Parcels sent without a confirmed return request, or sent cash-on-delivery, are not accepted.
Return shipping is at your own cost; please use a tracked service and pack the item safely — we are not responsible for returns lost or damaged on the way to us.
We refund within 14 days of receiving and checking the returned goods, using the original payment method. Shipping costs, and the “Shipping protection” fee once the parcel has been shipped, are not refunded.
Used or damaged items: an arch with missing parts, chewed, torn or scratched brushes or pom-poms, a damaged frame or base, or one returned with hair, dirt, urine or odours has lost value. We deduct that loss in value (and the cost of missing parts) from the refund, up to the full price of the item.
Bundles: when you return part of a 2- or 3-piece bundle, the refund is based on the price you actually paid; the bundle discount on the items you keep is recalculated and deducted.
One guarantee claim per customer. We may refuse requests that abuse the guarantee (for example repeated returns).

2. Statutory right of withdrawal (EU/EEA consumers)

Consumers in the EU/EEA may withdraw from a distance contract within 14 days of delivery without giving a reason, by a clear statement sent to us (the model form below may be used).
You bear the direct cost of returning the goods. We may withhold the refund until we have received the goods back or you have supplied proof of having sent them, whichever comes first. You are liable for any loss in value caused by handling the goods beyond what is necessary to establish their nature, characteristics and functioning.

3. Faulty or missing items

If an item is faulty or a part is missing, use our contact form with your order number and photos — please do so within 14 days of delivery so we can check it with our supplier.
We replace the faulty or missing part or item. If that is not possible, we refund the proportionate part of the price. Normal wear of the brushes and pom-poms, chewing, scratching and other damage caused by pets, misuse, heat or a dishwasher are not defects.
Consumers keep their statutory rights for goods that do not conform to the contract under the law that applies to them.

4. Chargebacks and disputes

Please contact us before opening a payment dispute — almost every problem is solved faster in writing. If a chargeback is opened without contacting us first, we provide the payment provider with the order, delivery and tracking records. Once a chargeback is opened, the same order is not refunded by us a second time.
EU consumers can contact their national consumer protection body or the European Consumer Centre in their country. We are not obliged and not willing to take part in dispute resolution proceedings before a consumer arbitration board.

Model withdrawal form

To: Purr Thru
I hereby give notice that I withdraw from my contract of sale of the following goods: …
Ordered on / received on: …
Name: …
Address: …
Order number: …
Date: …