Refund & Returns Policy

At casa purrs, every piece is created with care. We want you to love your order, so we’ve designed our return policy to be clear, fair, and simple.

30-Day Returns

We accept return requests within 30 days of delivery for eligible items.

To be eligible for a return:

• The item must be unused, unworn, and in its original condition

• The item must be returned in its original packaging where possible

• You must provide proof of purchase

To request a return, please contact us through our Contact page or reply to your order confirmation email with your order number and reason for return.

If your return is approved, we’ll send you return instructions. Items returned without prior approval may not be accepted.

Custom & Personalized Items

Because custom and personalized items are made specifically for you, we do not accept returns or refunds on these items unless they arrive damaged, defective, or incorrect.

This includes items with names, dates, photos, custom wording, custom artwork, or other personalization requested by the customer.

Made-to-Order Items

Many of our products are made to order once your order is placed. For non-custom items, we accept eligible returns within 30 days of delivery, as outlined above.

Please check product details, sizing, colors, and personalization carefully before placing your order. If you have any questions before ordering, please contact us and we’ll be happy to help.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with your order number and clear photos of the issue.

Return Shipping

For returns due to a change of mind, the customer is responsible for return shipping costs. We recommend using a tracked shipping service for returns, as we can’t be responsible for items lost in return transit.

If your item arrives damaged, defective, or incorrect, we’ll make it right with a replacement, refund, or another suitable solution. Depending on the situation, we may provide a prepaid return label or may not require the item to be returned.

Exchanges

We do not offer direct exchanges at this time.

If your return is approved, you may place a new order for the item you prefer.

Refunds

Once we receive and inspect your return, we’ll let you know whether your refund has been approved. If approved, your refund will be issued to your original payment method within 10 business days. Your bank or payment provider may take additional time to process the refund. Original shipping costs are not refundable unless the item arrived damaged, defective, or incorrect.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

Because many items go into production quickly, we may not be able to cancel an order once it has started processing or production.

EU & UK Customers

Nothing in this policy affects your statutory rights.

For eligible online purchases, UK and EU customers may have a legal right to cancel within 14 days of receiving their order. Custom or personalized items may be excluded from this right unless they are damaged, defective, or incorrect.