Refund policy

Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unopened, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at meow@purrlys.com.au  We may ask for video or photographic proof that the product is repacked in its original packaging, undamaged, and suitable for resale. If your return is accepted, we will send you our return address. If you paid for shipping on your order, we will cover the return shipping cost; if you received free shipping on your purchase, you will pay for the shipping cost, and you are responsible for tracking the shipment. Once we have received your return and the items are in good order as laid out in this policy, your refund will be issued within 10 working days. You will receive an email notification confirming the refund; however, it may take longer to appear on your statement. We only refund to the payment method that was used to process the original order. Always contact our friendly customer service team first for any return questions at meow@purrlys.com.au
 
Damages and issues 
Please inspect your order upon receipt and contact us immediately if the item is defective or damaged or if you received the wrong item so we can evaluate the issue and make it right. meow@purrlys.com.au
 
Exceptions / non-returnable items 
Certain types of items cannot be returned, like perishable goods (such as food, wet or dry pet food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as pet grooming, health and wellbeing products that have had the packaging opened). 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. 

Unfortunately, we cannot accept returns on sale items or gift cards.
 
Exchanges 
The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.
 

Refunds 
We will notify you once we have received and inspected your return, and we will let you know if the refund has been approved. If it is approved, you will be automatically refunded via your original payment method within 10 business days. Please note that it might take some time for your bank or credit card company to process and post the refund. You will be notified if your refund is rejected and the reason why.
If more than 15 business days have passed since your return was approved, please contact us at meow@purrlys.com.au.  
 
 
90 Day- 100% Money Back Guarantee
Our 90-day, 100 % money-back guarantee only applies to Purrlys® Dental Probiotic for Cats and covers the first 90 days from the delivery date of your first purchase. 

To be eligible for a full refund, you must have given your cat or cats the recommended dosage for 90 consecutive days and seen no improvement in their breath, gums, or oral health. You must provide proof of purchasing a minimum of three 30-gram pouches, or the equivalent of 90 grams, of The Product within the first 90 days from the initial purchase. The recommended amount of dental probiotic powder must be mixed with the cats’ wet food and administered both morning and evening for 90 consecutive days. We reserve the right to request a photograph of your cat’s teeth and gums before starting Purrlys® Dental Probiotics for Cats and again after 90 days of continuous use. We may also request a picture or video showing the empty packaging. The guarantee only applies during the first 90 days of use.

This Guarantee is null and void if the product has been mixed with dry food or kibble or added to the cat’s water bowl, as this is not the prescribed use. The guarantee does not cover cats with pre-existing health conditions, injuries and disabilities that could impact their dental health. If your cat is diagnosed with an illness by a veterinarian and as a result, is recommended not to take Purryls® Dental Probiotics for Cats during the first 90 days, we may ask for a letter of confirmation from your veterinarian. 

If you have any questions, we encourage you to contact our friendly customer service team; we are here to help you improve your cat’s health. You can reach us by email at janet@purrlys.com.au or by phone at 0492 994 774 from 9 a.m. to 5 p.m., Monday through Friday. Please note that our office is closed on public holidays and weekends.