Last updated: January 2026
This Returns & Refunds Policy applies to all purchases made through purrmium.com, operated by SITEERA PTY. LIMITED (Australia).
By placing an order, you agree to the terms set out below.
1. Return Eligibility
Returns may be accepted only if all of the following conditions are met:
- A return request is submitted within 14 days of confirmed delivery
- The item is unused, unwashed, and in original condition
- The item is returned in its original packaging
- The return request is approved in writing prior to shipment
Items returned that do not meet these conditions may be refused and returned to the sender at the customer’s expense.
2. International Returns & Return Address
We accept international returns.
All approved returns — including international orders — must be shipped to our return address in Australia.
- The return address will be provided only after a return request has been approved
- Customers are responsible for organising return shipping
- Customers are responsible for all return shipping costs, duties, taxes, and customs fees, unless the item is confirmed to be faulty or damaged on arrival
Returned items must be shipped using a trackable service.
Returns without valid tracking may be deemed not received.
3. Non-Returnable Items
Unless required by law, the following are non-returnable and non-refundable:
- Sale or discounted items
- Gift cards
- Items marked as final sale
- Items damaged due to misuse, improper care, or normal wear and tear
- Items returned outside the stated return window
4. Damaged or Faulty Items
If an item arrives damaged or defective, you must notify us within 48 hours of delivery.
To assess the claim, we may require:
- Order number
- Clear photos of the item
- Photos of the internal and external packaging
- A brief description of the issue
Failure to provide sufficient evidence may result in the claim being declined.
If damage is confirmed to have occurred prior to delivery, we will determine — at our discretion — whether a replacement, refund, or alternative resolution is appropriate.
Return shipping costs may be covered only if damage is verified.
5. Change of Mind
We do not accept returns for change of mind, except where required under Australian Consumer Law.
Where a change-of-mind return is approved:
- Return shipping costs are the responsibility of the customer
- Original shipping fees are non-refundable
6. Return Process
To initiate a return, contact us at:
hello [at] purrmium [dot] com
Your request must include:
- Order number
- Reason for return
- Supporting evidence (where applicable)
Returns sent without prior approval may be refused.
7. Refunds
Refunds are issued only after the returned item has been:
- Received
- Inspected
- Confirmed to meet return eligibility requirements
Approved refunds will be issued to the original payment method only.
Processing times:
- Refunds are typically processed within 5–10 business days
- Timing may vary depending on your payment provider
We reserve the right to deny refunds where returned items do not meet policy requirements.
8. Chargebacks, Disputes & Payment Provider Claims
Before initiating a chargeback or payment dispute with Stripe, PayPal, or your card issuer, you agree to contact us directly to attempt resolution.
Where a dispute is raised:
- This policy will be used as the primary reference
- Proof of delivery, tracking, return approval status, and communication records may be submitted to the payment provider
- Refunds will not be issued while an active dispute is under review
Unauthorised chargebacks may result in future orders being restricted.
9. Shipping Delays & Lost Parcels
We are not responsible for delays caused by shipping carriers, customs processing, or events beyond our control.
If a parcel is confirmed lost in transit, resolution will be assessed on a case-by-case basis, subject to carrier investigation outcomes.
10. Australian Consumer Law
Nothing in this policy limits your rights under Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
11. Policy Updates
We reserve the right to update this policy at any time.
The most current version will always be available on this page.