Refund policy
Last Updated: November 4, 2026
At PurrNest, we want every purchase to bring a little joy and comfort to your home. We take pride in offering charming, practical home accessories and are committed to providing a positive shopping experience.
If you are not completely satisfied with your purchase, we offer a 30-day return and refund policy with free returns, subject to the terms outlined below.
1. 30-Day Return Policy
You have 30 calendar days from the date you receive your order to request a return.
To be eligible for a return, your item should:
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Be returned within the 30-day return period.
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Be in its original condition, except for reasonable handling necessary to inspect the product.
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Include all original accessories and components, where applicable.
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Be accompanied by proof of purchase or an order confirmation.
We recommend retaining the original packaging to help protect the product during return shipping. Original packaging is not mandatory where applicable consumer law provides otherwise.
2. Free Returns
PurrNest offers free return shipping for eligible returns within the 30-day return period.
There are no return processing fees or restocking fees for eligible returns.
To arrange a return, please contact our customer support team at:
Email: support@purrnest.sbs
Please include your order number, the item you wish to return, and a brief explanation of your request.
Our team will provide return instructions and, where applicable, a prepaid return shipping label or another no-cost return arrangement.
Please do not send items to our business address without first receiving return instructions.
3. Damaged, Defective, or Incorrect Items
We carefully aim to provide products that meet your expectations.
If your order arrives damaged, defective, or different from what you ordered, please contact us as soon as possible.
To help us resolve the issue efficiently, please provide:
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Your order number.
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A description of the problem.
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Clear photographs of the item and packaging, if available.
Depending on the circumstances, we may offer a replacement, return, or refund at no additional cost.
Your statutory consumer rights remain unaffected.
4. How to Request a Return
To initiate a return:
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Email support@purrnest.sbs within 30 days of receiving your order.
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Include your order number and return request.
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Wait for our team to provide return instructions.
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Package the item securely for shipping.
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Follow the return instructions provided by our team.
We recommend keeping any return tracking information until your refund has been completed.
5. Refund Processing
Once your returned item has been received and inspected, we will notify you of the refund decision.
Approved refunds will be issued to your original payment method.
We aim to process approved refunds within 5–10 business days after completing the return review.
Your bank or payment provider may require additional time to post the funds to your account.
Where applicable law requires an earlier refund, that legal requirement will apply.
6. Order Cancellations
If you need to cancel an order, please contact us as soon as possible at support@purrnest.sbs.
We will attempt to accommodate cancellation requests before an order has been dispatched.
If your order has already shipped, you may request a return after delivery in accordance with this policy.
7. Exchanges
If you would like a different color, size, or design, please contact our customer support team.
Depending on product availability, we may assist you with an exchange or recommend returning the original item and placing a new order.
Eligible exchanges involving defective or incorrect items will be handled at no additional cost.
8. Non-Returnable Items
Certain items may not be eligible for discretionary returns where clearly identified before purchase, including:
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Personalized or custom-made products.
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Gift cards, where offered.
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Items that have been substantially damaged through misuse after delivery.
These exclusions do not limit any non-waivable rights you may have under applicable consumer protection laws.
9. Lost Return Shipments
If a return shipment is delayed or lost, please contact our customer support team.
We will work with the shipping provider to investigate the issue.
Customers using a prepaid return method provided by PurrNest will not be charged for shipping losses outside their control.
10. Contact Information
For questions about returns, refunds, exchanges, or cancellations, please contact:
PurrNest
3429 Old Lakelse Lake Dr
Terrace, BC V8G 0G6
Canada
Email: support@purrnest.sbs
Phone: +1 (250) 615-5443
Website: https://purrnest.sbs
Thank you for shopping with PurrNest.
PurrNest – Little Things, Cozy Living. ♡