Refund policy

Return & Refund Policy

Last updated: June 18, 2025

At PurrSmile, we stand behind the quality of our Advanced Dental Chews for cats. We want you and your feline friend to be completely satisfied with your purchase. This policy outlines our return and refund process.

30-Day Money-Back Guarantee

We're confident your cat will love PurrSmile Advanced Dental Chews. If you're not satisfied with your purchase, we offer a hassle-free return within 90 days of your original purchase date.

Who Can Return Products?

You can return PurrSmile products if:

  • You purchased from purrrsmile.com
  • The product hasn't been opened or used
  • You're returning within 30 days of purchase
  • The product is in its original, resalable condition

Note: We cannot accept returns on opened or partially used products for health and safety reasons (protecting your cat and other customers).

How to Start a Return

  1. Contact our customer support team at support@purrrsmile.com with your order number
  2. Include your reason for the return
  3. We'll provide you with a prepaid return shipping label
  4. Ship the product back to us in its original packaging
  5. We'll process your return once we receive it

Return Shipping

  • We provide a prepaid return shipping label for all eligible returns
  • Simply print the label and drop off your package at any carrier location
  • Most returns are received within 5-7 business days

What Happens When We Receive Your Return

Once your return arrives at our warehouse, we'll:

  1. Verify the product is in original, unopened condition
  2. Check that all packaging and materials are included
  3. Confirm your eligibility for return
  4. Process your refund or replacement

Timeline for Refunds

Processing & Approval:

  • We inspect and process returns within 5 business days of receipt
  • We'll notify you via email once your return has been approved or rejected

Refund Issuance:

  • Approved refunds are issued within 10 business days after inspection
  • The refund is sent to your original payment method
  • Your bank or card issuer may require 3-5 additional business days to process the credit

Total Expected Timeline:

  • Return shipping (5-7 days) + inspection (5 days) + refund processing (10 days) + bank processing (3-5 days) = approximately 3-4 weeks total

Still waiting after 15 business days?

  • Email us at support@purrrsmile.com with your order number
  • We'll investigate immediately and help resolve the issue

What Gets Refunded

Full Refund Includes:

  • 100% of the product purchase price
  • Refund is processed to your original payment method

Refund Does NOT Include:

  • Original shipping charges (unless the product arrived damaged or defective)
  • Return shipping costs (we provide a prepaid label)
  • Any promotional discounts or coupon codes applied at purchase
    • If you used a discount code, the refund will be calculated at the discounted price

Special Case - Damaged or Defective Products:

  • If your product arrived damaged, defective, or with missing items, contact us immediately
  • We'll send a replacement or full refund (including original shipping) at no cost to you
  • No return shipping needed — we'll arrange a prepaid label

Refund Method

Refunds are always issued to your original payment method:

  • Credit/Debit Card: Refund appears as a credit on your statement (3-5 business days after issuance)
  • PayPal/Digital Wallet: Refund is instant or within 1-2 business days
  • Bank Transfer: Refund within 1-3 business days

Your bank or payment provider may show the refund differently depending on your account. If you have questions, contact your bank or payment provider.

Alternative to Refund - PurrSmile Gift Certificate

We truly want you to be happy! If you're dissatisfied with your purchase, we offer an alternative:

PurrSmile Gift Certificate Option:

  • Receive a gift certificate for the full purchase amount (including any discounts)
  • Use it toward any product in our range
  • No expiration date
  • You get to discover something new while supporting our mission to improve feline dental health

Many customers use this option to try our other products or stock up on their favorite formulations.

Damaged or Defective Products

If your PurrSmile Advanced Dental Chews arrived damaged, defective, or incorrect:

  1. Contact us immediately at support@purrrsmile.com with photos
  2. Don't open the package if possible
  3. We'll send a replacement or refund right away
  4. We'll arrange a prepaid return label if needed
  5. Your satisfaction is guaranteed — we stand behind our products

Why We Have This Policy

Our Advanced Dental Chews are:

  • Made with natural, quality ingredients
  • Formulated to support feline oral health
  • Tested for safety and effectiveness
  • Designed to be enjoyed by cats

We believe in our products, and we want every cat owner to be completely satisfied. If for any reason you're not happy, we'll make it right.

Exceptions & Clarifications

We cannot accept returns for:

  • Opened or partially used products (for your cat's safety)
  • Products purchased from third-party retailers
  • Products more than 90 days old
  • Items without original packaging or documentation

International Orders:

  • Return policy applies to all countries we ship to
  • Customers are responsible for return shipping costs (unless product is damaged/defective)
  • Refunds are issued in USD to your original payment method
  • Currency conversion rates may apply

Questions About Your Return?

We're here to help! Reach out anytime:

Email: auraluxsuppo@gmail.com
Response Time: Within 24 business hours
Available: Monday-Friday, 9 AM - 5 PM EST

We're committed to making the return process as smooth as possible. Your satisfaction and your cat's wellbeing are our top priorities.

Thank you for choosing PurrSmile — where we're committed to keeping your cat's smile healthy and happy!