We hope you enjoy your order! Pets are cherished members of our families. For their well-being and to avoid inconvenience, please confirm the color and size before placing your order. Make your home a safe and cozy haven for all family members—including both humans and pets.
Warranty
All Purr Nook products come with a one-year warranty against functional defects. If you encounter any issues within one year of receiving your order, please fill out our contact form with detailed information (including photos/videos showing the defect to expedite processing). We’ll be happy to assist you!
Warranty does NOT cover:
● Normal wear and tear.
● Products used outdoors, which may cause natural wood to mold or crack.
● Exceeding the clearly indicated weight limits, which may result in wobbling or other issues.
Purr Nook reserves the right to determine the solution, which may not include replacing the entire product.
Returns and Refunds
Due to the size of PURR NOOK Jellyfish Cat Tree products, disassembly and transportation for returns can be inconvenient and costly. Therefore, we recommend avoiding returns or exchanges unless necessary.
Please inspect your order within 5 days of delivery. If the outer packaging is severely damaged upon arrival, take photos immediately and check the internal product. For any damaged, defective, or incorrect items, PURR NOOK will replace the item or issue a refund (including shipping costs). If your product arrives damaged or defective, please contact us directly via the form (including photos/videos showing the item and original packaging).
Issue Resolution:
1. Missing parts discovered within 5 days of receipt:
We will send replacement parts.
2. Damaged parts discovered within 5 days of receipt:
We will send replacement parts.
3. Incorrect Item Received:
a. If you can accept the incorrect item and it is more expensive than your original purchase:
● If the price difference is ≤ $20, no additional payment is required.
● If the price difference is > $20, you only need to pay the difference minus $20.
b. If the incorrect item is less expensive than your original purchase, we will refund the price difference and provide a $10 coupon as compensation.
c. If you cannot accept the incorrect item, return it for a full refund (including return shipping) and receive a $10 coupon as compensation.
d. Note: Original packaging and all accessories must be returned; otherwise, a refund cannot be issued.
4. Customer-selected errors (wrong color, size, or style):
a.Keep all original packaging and accessories, return to the designated after-sales address, and ensure it is suitable for resale. Exchanges are possible, but return shipping costs are the buyer’s responsibility.
b.If the product or packaging is damaged or unsuitable for resale, Purr Nook reserves the right to charge for the damaged portion and repackaging costs.
Additional Notes
● All DIY/customized products are non-returnable and non-exchangeable.
● Expedited shipping fees are non-refundable.
● Purr Nook is not responsible for the condition of original packaging upon delivery. Customers must provide replacement packaging if needed.
● Purr Nook reserve the right to refuse any refund if we deem it appropriate.
Need further assistance?
We are committed to your satisfaction! Contact us via the contact form or email info@purrnook.com, and we will respond as soon as possible.