Refunds & Returns Policy – Purrbobbin Co.

Effective Date: September 6, 2026

At Purrbobbin Co., we want customers to know exactly what to expect when purchasing from us. This Refunds & Returns Policy explains the rules that apply to physical products, ordinary returns, damaged or defective items, incorrect products, shipping problems, and replacement requests.

Purrbobbin Co. is an independent creative business offering handmade cat toys, accessories, and related products featuring original artwork and designs created by the artists behind Purrbobbin Co.

Please review this policy before making a purchase. By completing an order through www.purrbobbin.com, you acknowledge and agree to the terms below.

Nothing in this policy limits any rights or remedies that cannot legally be waived under applicable law.

Physical Product Returns

We understand that sometimes you may receive an item and decide that it simply is not right for you.

Eligible physical products may be submitted for return consideration if you contact Purrbobbin Co. within 14 days of delivery.

A return request does not automatically guarantee a refund.

To be considered for a refund:

  • You must contact Purrbobbin Co. within 14 days of the date your order was delivered.

  • You must contact us before mailing the product back.

  • You must follow the return instructions provided by Purrbobbin Co.

  • The product must be returned to the address provided by Purrbobbin Co.

  • The customer is responsible for all return shipping costs.

  • The product must be unused and returned in perfect condition.

  • The product packaging must remain unopened and intact.

  • The returned item must be received and inspected before a refund decision is made.

Please contact legal@purrbobbin.com to request return instructions.

No Returns or Refunds for Opened Products

Opened products are not eligible for return or refund.

This rule applies even if the product appears unused.

Purrbobbin Co. sells products intended for cats and other pets. Once a product's packaging has been opened, we cannot reliably determine whether the product has been:

  • Handled by a pet

  • Played with by a pet

  • Licked or bitten

  • Exposed to pet saliva

  • Exposed to pet hair

  • Exposed to pet dander

  • Exposed to household allergens

  • Exposed to catnip

  • Exposed to smoke, fragrances, cleaning products, or household odors

  • Placed on floors, bedding, furniture, pet areas, or other surfaces

  • Otherwise handled or exposed in a way that would make resale inappropriate

For health, hygiene, safety, and quality-control reasons, we cannot resell an opened pet product as new merchandise.

Because we cannot verify what occurred after the packaging was opened, an opened product is considered ineligible for an ordinary return regardless of whether the customer states that the pet did not use the item.

If the package has been opened, no ordinary refund will be issued.

This restriction does not prevent a customer from reporting a legitimate product defect, incorrect item, or shipping-related damage that existed when the product arrived. Those situations are handled separately under the damaged, defective, or incorrect product provisions below.

Packaging Must Remain Intact

For an ordinary return to be considered, the original product packaging must remain sealed or otherwise unopened in the same condition in which it was delivered.

The customer may inspect the outside of the package before deciding whether to request a return.

Opening, removing, cutting, tearing, unsealing, or otherwise compromising packaging that provides access to the pet product makes the item ineligible for an ordinary return.

If a product arrives with packaging that was already open or visibly damaged in transit, please photograph the package before removing the product when reasonably possible and contact us promptly.

Do Not Return Products Without Authorization

Do not mail a return to Purrbobbin Co. without contacting us first.

Contact legal@purrbobbin.com and wait for return instructions.

Returns sent without authorization, sent to the wrong address, or sent without sufficient identifying information may be delayed or may not qualify for a refund.

The return address provided to you may differ from another address associated with Purrbobbin Co., and customers should use only the return instructions provided for that particular return.

Customer Responsibility for Return Shipping

Customers are responsible for the cost of returning an unwanted physical product.

Return shipping costs are not reimbursed.

We strongly recommend using a shipping method that provides tracking and keeping your shipping receipt and tracking information until your return has been completed.

Purrbobbin Co. cannot approve or issue a refund for an item that we do not receive.

If a returned package is lost while being shipped back to us, the customer is responsible for addressing the loss with the return shipping carrier.

Condition of Returned Products

Returned products must arrive in perfect, unopened, unused condition.

A product may be denied a refund if it shows evidence of:

  • Opened packaging

  • Removed or broken seals

  • Use

  • Wear

  • Washing

  • Stains

  • Odors

  • Pet hair

  • Pet dander

  • Saliva

  • Smoke exposure

  • Fragrance exposure

  • Damage

  • Alteration

  • Missing pieces or components

  • Improper handling

  • Other deterioration or exposure occurring after delivery

We reserve the right to inspect every returned item before determining whether a refund will be approved.

Simply mailing an item back does not guarantee that a refund will be issued.

Refund Approval Is Based on the Returned Item

Once a returned physical product is received, Purrbobbin Co. will inspect its condition.

Refunds are not automatically guaranteed.

A refund may be approved or denied at Purrbobbin Co.'s discretion based on the condition of the returned item and compliance with this policy, except where applicable law requires otherwise.

If the returned product has been opened, used, worn, damaged, altered, contaminated, incomplete, or otherwise not returned in acceptable condition, Purrbobbin Co. reserves the right to deny the refund.

The purpose of this inspection is to ensure that products returned as new and unused merchandise have actually remained unopened and in the condition in which they were received.

Refund Processing

If a physical-product return is approved, the refund will generally be issued to the original payment method used for the purchase.

The time required for a refund to appear in your account may depend on your bank, card issuer, payment processor, or other financial institution.

Once Purrbobbin Co. has submitted an approved refund to the payment processor, we do not control the length of time your financial institution takes to post the funds to your account.

Return shipping costs are not reimbursed.

No Exchanges

Purrbobbin Co. does not offer exchanges on physical products.

If you ordered the wrong design, fabric, option, feature, or variation, you may contact legal@purrbobbin.com within 14 days of delivery to request an ordinary return.

If the return is accepted, all standard return requirements in this policy apply, including:

  • Customer-paid return shipping

  • Unopened packaging

  • Perfect and unused condition

  • Inspection before a refund is approved

If you would like a different product, design, fabric, option, or variation, you must place a new order for that item.

The new order is a separate purchase and is not dependent upon the approval or completion of your return.

Replacement of an approved damaged, defective, or incorrect product is not an exchange and is handled separately under the replacement provisions of this policy.

Order Cancellations

Purrbobbin Co. products are handmade, and preparation of an order may begin soon after the purchase is submitted.

This may include:

  • Reviewing product selections

  • Cutting fabric

  • Preparing materials

  • Sewing

  • Stuffing

  • Adding selected features

  • Preparing packaging

  • Preparing the order for shipment

Because work may begin quickly, cancellation requests cannot be guaranteed.

If you need to request an order cancellation, contact legal@purrbobbin.com as soon as possible.

If work has not begun and the order can still reasonably be canceled, we may cancel it and issue an appropriate refund.

Once cutting, sewing, assembly, preparation, or other work on the order has begun, cancellation may no longer be possible.

Damaged, Defective, or Incorrect Products

Damaged, defective, or incorrect products are handled differently from ordinary returns.

If you believe that your product arrived with a legitimate construction defect, shipping-related damage, or order error, contact Purrbobbin Co. at legal@purrbobbin.com.

You must provide clear photographic evidence of the claimed problem.

Photographs are required so that we can evaluate the issue, document the concern, and determine the appropriate resolution.

Photographic Evidence Is Required

A description of the problem alone may not be sufficient.

Depending on the nature of the claim, Purrbobbin Co. may request:

  • A clear photograph of the entire product

  • Close-up photographs showing the damaged or defective area

  • Multiple photographs from different angles

  • Photographs of the original packaging

  • Photographs showing damage to the shipping package

  • Photographs of the shipping label

  • Photographs showing an incorrect product or option

  • Photographs showing stitching, seams, fabric, or other relevant construction

  • Your order information

  • Additional information reasonably necessary to evaluate the claim

Please do not intentionally alter, damage, dispose of, repair, or modify the item before your claim has been reviewed.

Providing Photographs Does Not Guarantee Approval

Submitting photographs does not automatically entitle a customer to a replacement.

Purrbobbin Co. reviews each damaged, defective, and incorrect-item claim individually.

We reserve the right to determine, based on the photographs, order information, circumstances, and other available evidence, whether the issue appears to be a legitimate construction, order-fulfillment, or qualifying shipping-related problem.

We may request additional photographs or information before making a decision.

Claims are subject to Purrbobbin Co.'s review and approval except where applicable law requires otherwise.

Damage That Does Not Qualify for Replacement

The replacement policy is intended to address legitimate problems that existed when the product arrived or occurred during qualifying shipment.

It does not cover damage caused after delivery by the customer, a pet, another person, or another animal.

Examples of issues that generally do not qualify include:

  • Intentional damage

  • Accidental damage after delivery

  • Improper use

  • Damage resulting from failure to follow safety instructions

  • Damage resulting from failure to follow care instructions

  • Normal wear and tear

  • Bite damage

  • Claw damage

  • Chewing

  • Torn fabric caused during play

  • Pulled or loosened stitching caused during play

  • Damage caused by a cat or other pet

  • Damage caused by children or household members

  • Stains, tears, scratches, burns, or other damage occurring after delivery

  • Alteration or modification of the product

  • Customer repairs

  • Damage created for the purpose of making a replacement claim

  • Personal dissatisfaction that is not the result of a construction or fulfillment defect

Purrbobbin Co. reserves the right to deny claims when the available evidence does not reasonably demonstrate a qualifying construction, fulfillment, or transit problem.

Pet Damage Is Not a Product Defect

Purrbobbin Co. products are intended for pet play, but no pet toy is indestructible.

Cats have teeth and claws, and some pets may damage toys much more quickly than others.

Damage that occurs after a pet begins using the product, including punctures, tears, bite marks, claw marks, pulled thread, fraying, opened seams, or other play-related deterioration, is generally considered wear or pet-caused damage rather than a manufacturing defect.

Customers are responsible for inspecting pet toys regularly and removing damaged products from use in accordance with our Product Safety & Use Disclaimer.

Opened Products With Alleged Defects

The no-refund rule for opened products applies to ordinary returns and change-of-mind returns.

If a customer opens a product and discovers what they reasonably believe to be a legitimate defect that existed when the product was received, they may still contact Purrbobbin Co. for review under the damaged or defective product provisions of this policy.

Opening a product does not prevent a customer from reporting a legitimate defect.

However, an approved defect claim is handled under the applicable replacement provisions and does not convert the product into an ordinary refundable return.

Approved Claims Receive Replacements, Not Refunds

This is important.

If Purrbobbin Co. approves a claim for a damaged, defective, or incorrect physical product, the remedy is a replacement of the affected product.

Approved damage or defect claims are not eligible for a monetary refund.

Purrbobbin Co. will arrange for an appropriate replacement.

No additional product charge or standard replacement shipping charge will be required for an approved replacement claim.

Nothing in this section limits remedies that must be provided under applicable law.

You Usually Do Not Need to Return a Damaged or Defective Product

If Purrbobbin Co. approves a damaged, defective, or incorrect-product claim, you generally will not be required to mail the affected product back to us.

Once sufficient photographic evidence has been provided and the claim has been approved, Purrbobbin Co. will arrange for the appropriate replacement.

Do not mail a damaged or defective product to Purrbobbin Co. unless we specifically instruct you to do so.

Replacement Products

An approved replacement is intended to replace the affected product from the original order.

Replacement approval does not entitle the customer to:

  • A different product

  • A different design

  • A different fabric unless necessary due to availability

  • A more expensive product

  • Additional merchandise

  • A cash refund instead of the replacement

  • Multiple replacement products for a single affected item

Where reasonably possible, the replacement will be the same product, design, fabric, options, and variation originally purchased.

If the exact product, design, or fabric is no longer available, Purrbobbin Co. will determine an appropriate resolution consistent with applicable law.

Handmade Variations Are Not Necessarily Defects

Purrbobbin Co. products are handmade.

Minor differences naturally occur between handmade products and are not necessarily defects.

These may include minor differences in:

  • Stitching

  • Shape

  • Dimensions

  • Stuffing distribution

  • Fabric placement

  • Pattern placement

  • Motif positioning

  • Seam placement

  • Overall appearance

  • Other characteristics normally associated with handmade construction

Printed fabric may also vary somewhat in color or appearance between production runs or material batches.

Colors shown on a computer monitor, tablet, or phone may differ somewhat from the appearance of the finished physical product.

A reasonable color difference caused by screen settings, display technology, fabric, printing, lighting, or material variation does not automatically qualify a product as defective.

Fabric Pattern Placement Is Not a Defect

Many Purrbobbin Co. products are made from fabric featuring repeating original artwork.

The exact portion of a repeating pattern that appears on an individual product depends on where the fabric is cut.

Customers should expect pattern placement to vary from the product photographs.

A particular character, motif, illustration, or design element may appear in a different location, may be partially visible, or may not appear in precisely the same arrangement shown in a photograph.

Normal variation in fabric pattern placement is not considered a defect.

Incorrect Option Ordered by the Customer

Customers are responsible for reviewing product descriptions, product options, fabric selections, catnip selections, bell selections, crinkle selections, quantities, and other order details before completing a purchase.

If you receive the exact product and options you ordered but later determine that you selected the wrong option, the item is not considered an incorrect product or fulfillment error.

You may contact Purrbobbin Co. within the ordinary 14-day physical return period to determine whether the product is eligible for return consideration.

However, the ordinary return requirements still apply.

If the product packaging has been opened, the product is not eligible for an ordinary return or refund.

Incorrect Shipping Address

Customers are responsible for entering a complete and accurate shipping address during checkout.

Please review your address carefully before submitting your order.

Purrbobbin Co. is not responsible for delivery problems caused by an address entered incorrectly by the customer.

This includes:

  • Incorrect street addresses

  • Missing apartment or unit numbers

  • Incorrect ZIP codes

  • Old addresses

  • Misspelled addresses

  • Incomplete addresses

  • Other incorrect delivery information supplied by the customer

If an order must be shipped again because the customer supplied an incorrect or incomplete address, the customer is responsible for the applicable reshipping cost.

If the address error was caused by Purrbobbin Co. rather than by the customer, the customer will not be charged for correcting that error.

Packages in the Carrier's Possession

Once a package leaves Purrbobbin Co. and is accepted by the shipping carrier, it is physically under the carrier's control.

Purrbobbin Co. cannot control carrier transportation, sorting, scanning, routing, delivery schedules, weather delays, missed scans, delivery attempts, misdelivery, or other events occurring within the carrier's network.

Purrbobbin Co. generally sees the same tracking information available to the customer.

We do not have access to a private tracking system that tells us the exact physical location of an unscanned package or provides information unavailable through the carrier.

Questions about the physical location of a package already in transit should generally be directed to the applicable shipping carrier using the tracking number provided with the order.

Please review our Shipping Policy for more detailed information regarding carrier delays, tracking, lost packages, and delivery issues.

Packages Marked “Delivered”

A package that is marked “Delivered” by the shipping carrier may occasionally arrive after the tracking system first reports the delivery.

If your tracking says Delivered and you cannot immediately locate the package, please allow a reasonable amount of time for it to appear.

You should also:

  • Check your mailbox

  • Check your porch and other entrances

  • Check side or back doors

  • Check your garage or other sheltered areas

  • Check parcel lockers or designated package locations

  • Ask other household members

  • Check with nearby neighbors when appropriate

  • Verify that you entered the correct shipping address

  • Contact the shipping carrier directly if the package still cannot be located

Purrbobbin Co. generally does not have additional delivery information beyond what the carrier makes available through its tracking system.

Lost, Stolen, or Misdelivered Packages

To the fullest extent permitted by applicable law, Purrbobbin Co. is not responsible for packages that are lost, stolen, misdelivered, or otherwise go missing after they have been transferred to the shipping carrier.

This includes packages that are stolen or disappear after being marked delivered.

A lost, stolen, or misdelivered package is not automatically considered a damaged or defective product and does not automatically qualify for a replacement under the damaged-product policy.

Customers should contact the shipping carrier directly regarding carrier-related delivery problems.

Fraudulent Return or Replacement Claims

Purrbobbin Co. reserves the right to deny return, refund, replacement, or support requests that we reasonably believe involve fraud, intentional damage, falsified information, manipulated evidence, repeated policy abuse, or other deceptive conduct.

We may maintain records relating to previous orders, returns, replacement requests, photographs, customer communications, shipping records, product-safety reports, and transaction history when reasonably necessary to investigate suspected abuse and protect the business.

Repeated or fraudulent policy abuse may result in refusal of future orders or services to the extent permitted by law.

Chargebacks and Payment Disputes

If you have a legitimate concern about an order, please contact legal@purrbobbin.com first so that we have an opportunity to review the issue and determine whether it falls under this policy.

Customers should not knowingly initiate fraudulent, deceptive, or abusive payment disputes or chargebacks.

If a payment dispute is filed, Purrbobbin Co. may provide relevant documentation to the applicable payment processor, financial institution, or card issuer.

Documentation may include:

  • Order confirmation

  • Transaction records

  • Shipping records

  • Tracking information

  • Delivery confirmation

  • Customer communications

  • Return information

  • Replacement information

  • Photographic evidence

  • Product selections

  • Applicable policies in effect at the time of purchase

Nothing in this section prevents a customer from exercising legitimate rights available under applicable law or through their financial institution.

Policy Abuse

Purrbobbin Co. reserves the right, to the extent permitted by law, to refuse future transactions or restrict service to customers who repeatedly or fraudulently abuse our return, refund, replacement, or payment-dispute policies.

This may include:

  • Repeated false damage claims

  • Intentional product damage

  • Fraudulent chargebacks

  • Manipulated evidence

  • Returning opened products while claiming they were unopened

  • Returning products exposed to pets while claiming they were unused

  • Other deceptive activity

Questions Before Purchasing

We strongly encourage customers to review:

  • Product descriptions

  • Measurements

  • Photographs

  • Fabric options

  • Product features

  • Catnip options

  • Bell options

  • Crinkle options

  • Safety information

  • Care information

  • Shipping information

  • Other listing information

before placing an order.

If you are unsure about something that could affect your purchase, you are welcome to contact us before ordering.

We would much rather answer a question beforehand than have you purchase something that does not suit your needs.

Please Check Your Order Before Opening the Product

Because opened products cannot be returned for an ordinary refund, we strongly encourage customers to review their order before opening the product packaging.

Please confirm, where reasonably visible or indicated on the packaging or order documentation:

  • Product ordered

  • Design

  • Fabric

  • Quantity

  • Selected features

  • Other relevant order details

If you believe you received the wrong product or notice visible shipping damage, please contact us before opening the product when reasonably possible.

If a problem can only reasonably be discovered after opening the product, you may still report a legitimate damage, defect, or fulfillment concern under the applicable sections of this policy.

Relationship to Our Product Safety Policy

The return restrictions in this policy are separate from the safety requirements applicable to products that have been given to a pet.

Once a pet has used a toy, the product is not eligible for an ordinary return.

Customers must also follow the safety instructions contained in our Product Safety & Use Disclaimer.

A product that has been:

  • Played with

  • Chewed

  • Bitten

  • Clawed

  • Licked

  • Torn

  • Opened

  • Damaged

  • Exposed to pet saliva

  • Exposed to pet hair or dander

must not be returned as unused merchandise.

Damaged pet toys should be removed from use immediately in accordance with our safety instructions.

Contact Us

For return requests, damaged-product claims, incorrect-product claims, or questions regarding this Refunds & Returns Policy, please contact:

Purrbobbin Co.
Email: legal@purrbobbin.com
Website: www.purrbobbin.com

Please include your order information and a clear explanation of the issue when contacting us.

Photographic evidence is required for claims involving damaged, defective, or incorrect physical products.

Business and Brand Information

Purrbobbin Co. is an independent creative business specializing in handmade cat toys and accessories featuring original artwork and designs created by the artists behind the business.

Products may include cat kickers, catnip toys, crinkle toys, toys containing bells, seasonal collections, accessories, and other handmade cat-related products introduced over time.

This Refunds & Returns Policy applies to purchases made through www.purrbobbin.com unless a particular product or offer expressly states additional terms.