Refund policy
Last updated: September 2026
We want you to be satisfied with your BiscuitPurr purchase. If there is a problem with your order, please contact us so we can review the situation and provide an appropriate solution.
30-Day Return Window
Eligible return requests may be submitted within 30 days after delivery.
To qualify for a standard return, the item should generally be:
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Unused
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In substantially the same condition in which it was received
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Returned with original packaging, accessories, tags, and components where applicable
Proof of purchase or your order number may be required.
How to Request a Return
Before sending any item back, please contact us at:
Please include:
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Your order number
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The item involved
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The reason for the return
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Photos if the item is damaged, defective, or incorrect
Do not send a return to the address shown on the original parcel unless BiscuitPurr specifically instructs you to do so.
Return locations may vary depending on the product and fulfillment route.
Returns sent without prior authorization may be delayed or may not be accepted.
Change-of-Mind Returns
For eligible returns that are not caused by an error by BiscuitPurr, the customer is generally responsible for return shipping costs.
Original shipping charges are generally non-refundable unless required by applicable law.
We recommend using a trackable return service.
BiscuitPurr is not responsible for a return parcel that is lost before it reaches the return location provided by us.
Damaged, Defective, or Incorrect Items
Please inspect your order after delivery.
If your item arrives damaged, defective, or materially different from what you ordered, contact us as soon as reasonably possible.
Please provide your order number and clear photos or other relevant evidence.
If the issue is confirmed, we may provide an appropriate remedy, including:
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Replacement
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Full refund
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Partial refund
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Another reasonable solution
If the problem was caused by BiscuitPurr, you will not be required to pay return shipping as a condition of receiving the appropriate remedy.
In some cases, we may resolve the issue without requiring the item to be returned.
Non-Returnable Items
Subject to applicable law, returns may be declined for:
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Items used beyond what is reasonably necessary to inspect them
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Items damaged through misuse or improper handling
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Items showing ordinary wear after delivery
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Items missing substantial original components
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Personalized or customized products
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Items clearly marked as final sale where permitted by applicable law
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Gift cards
If you are unsure whether your item qualifies for return, please contact us before sending it back.
Exchanges
We do not currently process direct exchanges.
If you want a different size, color, or product, the simplest option is generally to return the eligible original item and place a new order.
Refunds
Once we receive and inspect your return, or otherwise determine that a refund is due, we will notify you of the outcome.
Approved refunds are normally issued to the original payment method.
After BiscuitPurr issues a refund, banks, card issuers, PayPal, and other payment providers may take approximately 5–10 business days to display the funds in your account.
Processing time by your payment provider is outside our control.
Order Changes and Cancellations
If you need to change or cancel an order, please contact us as soon as possible.
We will try to help, but cancellation cannot be guaranteed once order processing or fulfillment has begun.
If the order has already shipped, it may need to be handled under this Return & Refund Policy after delivery.
Refused, Unclaimed, or Undeliverable Parcels
If a parcel is returned because the customer:
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Provided an incorrect or incomplete address
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Refused delivery
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Failed to collect the shipment
reasonable outbound shipping, return-to-sender, or reshipping costs may be deducted or charged where permitted by applicable law.
Mandatory Consumer Rights
Nothing in this policy is intended to limit any consumer right or legal remedy that cannot lawfully be excluded.
Contact
Email: to@biscuitpurr.com
We aim to respond to customer service enquiries within 1–2 business days.