Refund policy

Last updated: 07/22/2026

At Pura Pet, we want you to be satisfied with your purchase. Please review the following policy before requesting a return.

Returns

We accept return requests within 30 days of the date your order is delivered.

To be eligible for a return, the item must:

  • Be unused, unworn, and in its original condition
  • Include its original packaging, accessories, and instructions
  • Have proof of purchase or an order number

To begin a return, contact us at [dannybilaj@icloud.com] with:

  • Your full name
  • Your order number
  • The item you wish to return
  • The reason for the return
  • Photographs or video, when the item is damaged, defective, or incorrect

Please do not return an item without contacting us first. Returns sent without prior approval may not be accepted.

Approved returns must be sent to the return address provided by our customer-support team. Do not send returns to the address shown on the original package unless instructed to do so.

Return shipping

Unless the product arrived damaged, defective, or incorrect, customers are responsible for return-shipping costs.

Original shipping charges are non-refundable, except where required by law or where the return results from an error by Pura Pet.

We recommend using a tracked shipping service. Pura Pet is not responsible for returned packages that are lost or damaged in transit.

Damaged, defective, or incorrect items

Please inspect your order after delivery.

Contact us within 7 days of delivery if your item:

  • Arrived damaged
  • Is defective
  • Is materially different from what you ordered
  • Is missing an item or component

Include clear photographs or video showing the issue and the shipping package. After reviewing your request, we may offer a replacement, partial refund, or full refund, depending on the circumstances.

Do not discard the item or its packaging until we have completed our review.

Non-returnable items

The following items cannot be returned unless they arrived damaged, defective, or incorrect:

  • Items showing signs of use, wear, washing, pet hair, stains, or damage
  • Items returned without their original packaging or components
  • Gift cards
  • Clearance or final-sale items clearly marked as non-returnable at the time of purchase
  • Personal-care or hygiene-sensitive products after they have been opened or used

Contact us before purchasing if you are unsure whether an item can be returned.

Exchanges

We do not currently offer direct exchanges.

The fastest way to receive a different product, size, or variation is to return the original item, when eligible, and place a new order separately.

Refunds

We will notify you after receiving and inspecting your return.

When approved, refunds are issued to the original payment method. Please allow 5–10 business days after approval for the refund to appear, depending on your bank or payment provider.

Pura Pet cannot control processing delays caused by banks, credit-card issuers, or payment providers.

Cancellations and order changes

Contact us as soon as possible if you need to cancel or change an order.

We may be able to make changes before processing begins, but we cannot guarantee cancellation or modification after an order has been submitted to our fulfilment partner or shipped.

Providing an incorrect address may prevent delivery. Customers are responsible for reviewing their shipping information before completing checkout.

Packages marked delivered

When tracking shows that an order was delivered but you cannot locate it, please:

  1. Check around the delivery location.
  2. Ask household members, neighbours, or building staff.
  3. Contact the carrier using the tracking number.
  4. Contact us if the package still cannot be located.

We will assist where reasonably possible, but we cannot guarantee refunds or replacements for packages confirmed as delivered to the address entered at checkout.

Consumer rights

Nothing in this policy limits any rights or remedies available to you under applicable consumer-protection law.

Contact

For return or refund questions, contact:

Pura Pet
Email: [dannybilaj@icloud.com]
Response time: [1–2 business days]