Refund policy
# Return & Refund Policy
**Last updated: August 10, 2026**
We want ordering from PurrVend to feel straightforward.
## 30-day return window
You may request a return within **30 days after your order is delivered**.
Contact **support@purrvend.com** before sending anything back.
Returns sent without authorization may not be accepted.
## Standard return eligibility
For a standard change-of-mind return, the item should be:
- in the same general condition in which it was received,
- clean,
- free from damage caused by misuse,
- with included parts/accessories,
- and, where reasonably possible, in the original packaging.
Because PurrVend is used around pet food, we may require opened products to be thoroughly cleaned and dry before a return is accepted.
## Used products
Opening or trying the product does not automatically prevent you from contacting us.
However, products that are heavily used, damaged through misuse, missing parts, contaminated, or returned in an unsanitary condition may be ineligible for a standard change-of-mind refund.
This does not limit rights you may have for defective or misdescribed goods under applicable law.
## How to start a return
Email:
**support@purrvend.com**
Include:
- your order number,
- the email used at checkout,
- reason for return,
- and photos/video if there is a defect, damage or incorrect item.
If approved, we'll provide return instructions and the return destination.
**Do not return items to an address found on the shipping label unless we specifically instruct you to do so.**
## Return shipping
For change-of-mind returns, the customer is responsible for return shipping unless we tell you otherwise.
For verified defective, damaged or incorrect items, PurrVend will provide an appropriate resolution and, when a return is required, will explain how return shipping will be handled.
## Damaged, defective or incorrect items
Inspect your order when it arrives.
If an item is damaged, defective or incorrect, contact us promptly at **support@purrvend.com** with your order number and clear photos/video.
We'll review the issue and arrange an appropriate replacement, refund or other remedy.
## Non-returnable items
The following may not be eligible for change-of-mind return:
- gift cards,
- products marked final sale where legally permitted,
- products damaged by misuse,
- products missing significant parts,
- products returned in an unsafe or unsanitary condition.
If you're unsure, contact us before sending anything.
## Exchanges
The fastest way to receive a different item is usually to return the eligible item and place a new order after the return is approved.
## Cancellations
Email us as soon as possible if you need to cancel.
We will try to help, but once an order enters fulfillment or has shipped, cancellation may no longer be possible.
## Refunds
After we receive and inspect an approved return, we'll notify you of the refund decision.
Approved refunds are issued to the original payment method.
Please allow up to **10 business days** after approval for us to process the refund. Your bank or card issuer may require additional time to post it.
If more than 15 business days have passed since we approved your refund, contact **support@purrvend.com**.
## Original shipping
If you paid a shipping charge, whether it is refundable depends on the reason for the return and applicable law.
## Consumer rights
Nothing in this policy is intended to limit non-waivable rights or remedies available under applicable consumer-protection law.
## Questions
**support@purrvend.com**