Refund policy
Purrsense Return & Exchange Policy
At Purrsense, every piece is handcrafted with love and attention to detail.
We want you to feel fully satisfied with your purchase. If something isn’t right, we’ll do our best to make it right for you.
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When a return or exchange is possible
You may request a return or exchange within 14 days of receiving your parcel if:
• You received an item with a manufacturing defect.
• You received a different product, color, or size than ordered.
• You received someone else’s order by mistake.
In these cases, we cover all return shipping costs and refund the product price along with the return postage once we receive the parcel back.
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When a return or exchange is possible at the customer’s request
We understand that sometimes things don’t work out as planned. You may also request an exchange or return if:
• You ordered the wrong size.
• You’ve changed your mind and prefer a different color, hardware, or product.
In these cases:
• Please contact us within 14 days and provide a photo of the item.
• If it’s a size issue, we may ask you to share your body measurements (waist, chest, hips, etc.) with a tape measure, so we can guide you better.
• Returns and exchanges are possible, but delivery costs (both ways) and taxes remain on the client’s side. Refunds are issued for the product price only.
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Product Condition
Returned items must be:
• undamaged, unworn, and free from any signs of use;
• in their original packaging;
• with all original labels, tags, and protective elements in place.
Please note: for hygiene and safety reasons, we cannot accept returns of panties, bodysuits, and any items that come into direct contact with intimate areas.
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Timeframe for Returns
• You may request a return or exchange within 14 days of receiving your parcel.
• Beyond 14 days, we cannot process a return, exchange, or refund.
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How to start a return
1. Contact us at purrsense.care@gmail.com within 14 days, adding “Return Request” in the subject line.
2. Share details: reason for return, photos of the item, and (if applicable) your measurements.
3. Receive confirmation from our team (within 1–3 business days).
4. Send the product back in its original packaging, unworn, and without signs of use. Please share the tracking number and receipt photo.
5. Refund or exchange will be processed within 7–15 business days after we receive and inspect the item.
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When returns are not possible
For reasons of quality, hygiene, and uniqueness, we cannot accept returns of:
• Worn or used items.
• Custom-made or personalized items (e.g., engraving, initials, altered design, custom leather colors).
• Specific items that cannot be returned for hygiene reasons, including:
• panties (lingerie and leather).
• bodysuits.
• any products that come into direct contact with intimate areas.
• Items purchased with a discount of -50% or more.
• Orders where the return request was submitted after 14 days from delivery.
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Additional notes
• If you ordered two or more items, only the wrong or defective item is eligible for return or exchange.
• Refunds are always made to the original payment method used at checkout.
• International returns may take longer to arrive — usually 3-4 weeks, depending on the carrier.
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Our promise to you: Every situation is unique, and we always aim to find the best solution together. Your understanding and trust mean the world to us. Thank you for being part of the Purrsense story.