Skip to content

RETURNS AND REFUND POLICY

The Purrlab ("Purrlab" or "we" or "us" or "our") is committed to providing full customer satisfaction concerning the Product purchased by you. However, in exceptional cases, where you find that the Product is damaged, or defective or where a wrong item was sent to you, you may choose to return the Product and avail of the appropriate remedy as per the terms and conditions stated in these Returns and Refund policy (“Returns Policy”) herein.

Please note that we do not provide a refund or replacement if you change your mind.

PLEASE READ THIS RETURNS POLICY CAREFULLY AND BY YOUR ACT OF PURCHASING ANY PRODUCT FROM US YOU HEREBY AGREE TO BE BOUND BY THIS RETURNS POLICY. OUR RETURNS POLICY DOES NOT LIMIT YOUR OTHER RIGHTS AND REMEDIES YOU MAY HAVE UNDER LAW SUCH AS THE AUSTRALIAN CONSUMER LAW.

This Returns Policy is applicable for all Products purchased by you through our website https://thepurrlab.com/ (“website”). Product means the products such as cat toys, cat self-groomer, catnip balls, and other similar pet toys purchased by you from us through the website. You mean the person who buys a Product from us through our website.

 

  1. Return Window: We provide a thirty (30) days return window from the date of your acceptance of the Product delivery at your destination within which you may return the Product (“Return Window”). This means that you have to submit your return request to us within the Return Window.

 

  1. Submission of Return Request: For submitting the request for returning the Product, you will have to email us as per the contact details stated below. The mail shall be titled "Return Request" in the subject line. You will have to provide information such as your order number, order date, your full name, contact details (email, telephone, address), and your order number and details. Also, you will have to attach the images of the Product along with a clear and comprehensive description of the Product fault. We may upon receiving your request assess your case and may require any further information from you. Product sent back to us without first requesting a return may not be accepted. Submission of a return request may also help resolve the issue by email or phone (instead of you sending the Product physically).

 

  1. Shipping of Product by you: Once your return request is approved by us and informed to you, you have to ship the Product for return to us. We may provide you with instructions that you will need to comply with if and when you make any returns of the Product. If we provide you with a return material authorization number and/or shipping label, you will have to write and/or affix that number/label on the outside of the Product packaging that you intend to return. We are not responsible for Product that are damaged upon return or missed during transit all of which are your sole responsibility and cost. Please note that any physical damage caused to the Product while returning may also void any existing warranty coverage on the Product.

 

  1. Documentation to be submitted and certain conditions: The Product returned does not have to be in its original packaging, however, you should provide some form of proof of purchase, such as a GST tax invoice. You should specify the Product fault description with sufficient and accurate details so that we or the relevant manufacturer may assess the issue. The Product returned must be the same Product that we have sent you. The Product returned has to be in the same condition (along with all the documentation, tags, accessories, and certificates intact) the way it was at the time of purchase. There should be no tampering with any serial numbers if any affixed on the Product.

 

  1. Product return verification and remedy:
    1. We have the right to assess the Product before we provide a remedy to you. Only when we receive the Product physically and when we verify to our reasonable satisfaction that the Product returned is defective, faulty or a wrong item was sent to you, we will offer you a remedy (i.e. repair, replacement, or refund) depending on the product issue.

 

  1. If we find that:

 

  1. there is a major problem with the Product:
    1. you may choose to receive a refund or replacement;
    2. if a refund is provided, it will be the full amount you paid for the Product,

 

  1. there is a minor fault in the Product:
    1. we will repair the Product and send the same to you within a reasonable timeframe;
    2. we will not offer a replacement or refund for a minor problem,

 

  1. All the above refund, repair, or replacement is also subject to any manufacturer’s warranties associated with the Products in scope for return.

 

  1. If you choose a replacement, we will provide goods of an identical type. If such a replacement is not reasonably available, you may choose a repair or a refund.

 

  1. In the event of a refund, the purchase price will be refunded to your original payment method after we assess the Product returns. If we provide you with a refund, please remember it can take some time for your bank or credit card company to process and post the refund too. If you haven't received a credit for your return yet, contact the bank/credit card company. It may take some time before the refund is posted to your account.

 

  1. Sometimes it may not be possible for us to assess the Product returns immediately due to the nature of the Product. In such cases, we may send the Product to the relevant manufacturer to assess the issue. Depending on the Product in issue, it may take 6 weeks or more for the resolution.

 

  1. Alternatively, you may also directly liaise with the manufacturer. If you need any relevant manufacturer's contact details, please ask us for the same.

 

 

  1. What is a Major problem:

          A major problem means the Product:

  1. is unsafe;
  2. is very different from the description or sample;
  3. has either one serious problem or several smaller problems that would stop someone from buying the Product if they knew about them beforehand;
  4. can’t be used for its normal purpose, or another purpose you told us about before you bought it, and can’t easily be fixed within a reasonable time.

 

  1. Shipping Charges: You are responsible for returning the Products that can be posted or easily returned. That means you are liable for the shipping costs for sending the Product that you intend to return to us. However, if we confirm that the Product does have a problem, we will reimburse you for any reasonable return costs you have already paid. You should keep receipts for postage or transport costs so that they can be repaid by us. You should also return the Product to us using the recommended shipping method directed by us at the time of accepting your return request. Any shipping fee refund will not exceed our standard shipping fee for the Product needing to be returned. If we find that the Product does not have a problem, you have to pay the collection and inspection costs. In such case, we will give you a reasonable estimate of these costs before collecting the Product.

 

  1. Non-Returnable Items or cases: We will not be able to accommodate any returns and/or provide repair, replacement, or refund if the problem with the Product was caused by you misusing it or you knew of or were made aware of the problem with the Product before you bought it. Certain types of items may not be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. You are also not entitled to a repair, replacement, or refund if:
  2. you got what you asked for but simply changed your mind, found the product cheaper somewhere else, or decided that you did not like the purchase or had no use for it;
  3. the product has been thrown away, destroyed, lost, or damaged through no fault of us, after delivery to you;
  4. too much time has passed from the date of delivery of Product to you.

 

  1. Status of Returns: You should contact us at our details stated below mentioning the return request number provided to you in the subject mail of the request for getting updates on the status of your Product returns.

 

  1. Changes to this Returns Policy: We may update this Returns Policy from time to time and your act of purchasing any Product from us constitutes your acknowledgment and acceptance of the amended Returns Policy. You are advised to visit our website for the latest version.


  2. Contact Details: Our contact details are as under:

  3. Business Name: The Purrlab

    Address: 5 Whitecedar Circuit, North Lakes, QLD, 4509

    Email: support@thepurrlab.com

    Contact link: https://thepurrlab.com/pages/contact