🔁 PurrEmbassy Return Policy

Refund and Return Policy

Last updated: 7 October 2025

1) Return window and eligibility

  • You may return items within 14 days from delivery.

  • Items must be unused, unwashed, and in original packaging with tags.

  • Excluded: personalized/custom items, gift cards, hygiene-sensitive items once unsealed, and “final sale” products marked on the product page.

2) How to start a return

  • If you have an account, request a return from Order History.

  • Guest checkout: email pasquale.mignano.madrid@gmail.com with order number, item(s), and reason.

  • Wait for our confirmation and instructions before shipping anything back.

3) Return shipping

  • Customer pays return shipping unless we shipped a defective or incorrect item.

  • Use a trackable service. We are not liable for parcels lost in transit.

  • Original shipping fees are non-refundable.

4) Inspections and refunds

  • We notify you when we receive and inspect the return.

  • If approved, refunds are issued to the original payment method within 7–14 business days. Your bank or card issuer may take additional time to post the credit.

  • If items arrive used, worn, or missing parts, we may refuse the return or apply a reasonable deduction.

5) Exchanges

  • Direct exchanges are not offered. Return the item and place a new order.

6) Defective or incorrect items

  • Contact us within 7 days of delivery with clear photos and a short description at pasquale.mignano.madrid@gmail.com.

  • If confirmed, we will repair, replace, or refund as required.

  • EU legal guarantee: consumers benefit from a 2-year conformity guarantee.

7) Damaged shipments

  • If the parcel arrives damaged, keep all packaging and take photos of the box and contents.

  • Correo electrónico pasquale.mignano.madrid@gmail.com. We will open a claim with the carrier.

8) Order cancellations

  • Orders cannot be modified or canceled after confirmation. Please verify address, size, and items at checkout.

9) Wrong address, refused, or unclaimed parcels

  • If a parcel is returned to sender due to an incorrect address, refusal, or non-collection, we can:

    • reship after you pay the reshipping fee, or

    • refund the item price minus original shipping once received back in sellable condition.

10) EU right of withdrawal (distance selling)

  • EU consumers may withdraw from the purchase within 14 days from delivery without giving any reason.

  • To exercise the right, send a clear statement by email. You may use this model form:

    I hereby withdraw from my contract of sale for order [number], received on [date].
    Name: [your name]
    Address: [your address]
    Date: [date]

  • Send goods back within 14 days after notifying withdrawal. You bear return costs unless the item is defective or incorrect.

11) Gifts and bundles

  • Gift cards are non-returnable.

  • For bundles/sets, return the entire set in original condition unless we agree otherwise.

12) Contact

Questions about returns or refunds: pasquale.mignano.madrid@gmail.com.
Track your order at /pages/order-tracking.