Refund policy

We want your cat to actually use what you bought. If she doesn't, here's how refunds work.

50-day money-back guarantee

You have 50 days from the day your order is delivered. If something isn't working out, we'll refund what you paid for it, and you don't need to ship it back. The guarantee covers every Purrloom product in your order, not only the basket.

This covers two situations:

Your cat won't use it, even after you've given it a fair try
Something's wrong with the item itself, like it won't hold its shape, the stitching comes loose, or it arrived damaged

How to ask for a refund

Send us a message through our contact page with:

your order number
two photos of the item in the spot where your cat hangs out
a quick note on what's not working, and which of the tips on the product page you tried

We ask about the tips because some cats take few weeks before they claim a new spot.

We usually review requests within a day. Once it's approved, we refund what you paid for the item to your original payment method. Your bank may take 5–10 business days to show it.

A few things to know

It's one guarantee claim per household.
Shipping is free, so the refund is the price of the item.
The guarantee ends 50 days after delivery.
If your item arrives damaged or broken, or we sent the wrong one, that's on us. We'll replace it or refund you in full, whichever you'd like.