Returns & Refunds Policy

At My Purple Paw, our priority is your pet’s happiness and your complete satisfaction. However, because many of our products come into direct contact with pets and may collect hair, saliva, odors, or other residue, we must maintain strict hygiene and safety standards for all returns.

1. Return Window

Our return policy lasts for 30 calendar days from the delivery date shown in the carrier’s tracking information.

If more than 30 days have passed since your order was delivered, we are unable to offer a refund or replacement.

2. Return Eligibility Requirements

To qualify for a return, the item must meet all of the following conditions:

• The item must be unused and in the same condition in which it was received.

• It must be returned in its original packaging.

• All labels, seals, accessories, and protective materials must remain intact.

• The product must not show any signs of use, including:

  • Pet hair

  • Scratches or visible wear

  • Saliva, urine, sweat, or other odors

  • Stains, dirt, or residue

  • Deformation caused by use

Important: Products showing clear signs of use may be rejected and will not qualify for a refund.

3. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

• Products that have been used by or come into direct contact with a pet

• Products containing pet hair, saliva, odors, stains, or visible signs of use

• Gift cards

• Personalized or limited-edition products

• Clearance or specially discounted items, unless they arrive damaged or defective

4. How to Request a Return

Please do not send your order back without contacting us first.

To request a return, email us at:

mypurplepaw@gmail.com

Please include:

• Your order number

• A detailed explanation of the reason for the return

• Clear photos of the product, when applicable

If your return request is approved, we will provide:

• The return warehouse address

• Specific packaging instructions

• A Return Merchandise Authorization number, also known as an RMA number

Returns sent without prior authorization may not be accepted.

Return Shipping Costs

• Customers are responsible for paying the cost of returning an item.

• Original shipping charges are non-refundable.

• We strongly recommend using a tracked shipping service.

• We are not responsible for return packages lost or damaged in transit.

5. Refunds

Once your return is received and inspected, we will email you to confirm whether your refund has been approved or denied.

If approved, the refund will be issued to your original payment method.

Please allow approximately 5–10 business days for the refund to appear, depending on your bank, card issuer, or payment provider.

Late or Missing Refunds

If you have not received your refund:

1. Check your bank or payment account again.

2. Contact your credit card company or payment provider, as processing times may vary.

3. Contact your bank, as the refund may still be pending.

If you have completed these steps and still have not received your refund, contact us at:

mypurplepaw@gmail.com

6. Damaged or Defective Items

We replace or refund products that:

• Arrive with a manufacturing defect

• Do not function as intended

• Arrive broken, crushed, damaged, incomplete, or with missing parts

• Are damaged during shipping

To report a damaged or defective product, email us at:

mypurplepaw@gmail.com

Please include:

• Your order number

• Clear photos or videos showing the issue from multiple angles

• A detailed description of the problem

Please report damaged or defective products within 48 hours of delivery whenever possible so that we can investigate the issue promptly.

If the defect or damage is confirmed, we may offer, depending on the circumstances:

• A replacement at no additional cost

• A full refund

• Another appropriate resolution agreed upon with the customer

This section does not limit any rights that cannot be waived under applicable consumer protection laws.

7. Failed Deliveries and Reshipping

If an order cannot be delivered and is returned to our warehouse for reasons outside My Purple Paw’s control, the following conditions apply.

A delivery may be considered unsuccessful when:

• No one is available at the delivery address after the carrier’s delivery attempts

• The address provided is incorrect, incomplete, or contains errors

• The carrier is unable to locate the recipient

• The order is not collected from a pickup location within the required time

Reshipping the Order

Once the returned package has been received at our warehouse, we may arrange a new shipment.

A $4.99 reshipping fee must be paid before the order can be sent again.

Important

Refunds are not automatically provided in these situations because the order was processed and shipped to the address supplied by the customer.

The customer is responsible for:

• Providing a complete and accurate shipping address

• Monitoring the tracking information

• Being available to receive the package

• Collecting the package from a pickup location when required

To request reshipping, contact our customer support team.

8. Orders Marked as Delivered

If the carrier marks an order as successfully delivered, My Purple Paw will review the information provided by the shipping company, which may include:

• Delivery confirmation

• Delivery date and time

• Signature confirmation

• Delivery photograph

• GPS or geolocation information, when available

A package marked as delivered will not automatically be considered lost.

The customer must cooperate with the delivery verification process.

Recommended Steps

Before contacting us, please:

• Check with household members, neighbors, building staff, or the front desk

• Check porches, entrances, mailrooms, garages, side doors, and other common delivery locations

• Review the delivery photo, when available

• Allow 24–48 hours after the delivery notification, as some carriers may mark packages as delivered shortly before final delivery

Carrier Investigation

If the package still cannot be located, we may open an investigation with the carrier.

Carrier investigations may take several business days to complete.

Resolution

• If the carrier confirms that the package was correctly delivered, a refund will not be issued automatically.

• If the investigation confirms a genuine delivery issue, loss, theft during transit, or carrier error, we may offer:

  • A replacement shipment at no additional cost, or

  • A full refund

The final resolution will depend on the evidence and outcome of the carrier’s investigation.

9. Exchanges

We currently do not offer direct exchanges.

If you would like a different product, size, model, or variation, you must:

1. Request a return for the original item, subject to approval.

2. Place a new order for the desired product.

10. Contact Information

For questions about returns, refunds, damaged products, or deliveries, contact us at:

Email: mypurplepaw@gmail.com

My Purple Paw
Alcoy, Alicante 03804
Spain