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Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hk@purrugs.store. Please note that returns will need to be sent to the appointed address by hk@purrugs.store or the following HongKong Address or U.S Address: 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

No restocking fee

No final sale items


You can always contact us for any return question at hk@purrugs.store

Purecomfort Textiles Limited (HongKong )

Phone number:+852 517 852 08

Email:hk@purrugs.store

Website: https://purrugs.store

Physical address:Room 1908-09, Lippo Centre Tower 1, 89 Queensway, Admiralty, Hong Kong Island Hong Kong SAR (香港金鐘金鐘道89號力寶中心壹座1908-09室)

Registration Certificate Number: 77179864-000-10-24-A

U.S Company Name: ZENITH TEXTILES INC

Physical Address: 100 N HOWARD ST STE R, SPOKANE, WA, 99201-0508, UNITED STATES

UBI No: 605 608 536

Email:us@purrugs.store


 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refund policy


We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hk@purrugs.store.

 

Return Policy

Thank you for choosing products of PURRUGS. In order to provide you with more satisfactory service and better protect your rights, please read this regulation carefully and keep the warranty card properly.

Regulations:

1.For any quality issue of PURRUGS product within 30 days after receiving the items, we offer no-hassel return service for our customers;

2.Please contact our Amazon online customer service or hk@purrugs.store before return;

3.Valid evidence of purchase will be essential such as order ID or when you purchased;

4.Valid evidence showing product problems shall be provided in the contact or by Email such as videos, photos or detailed descriptions.

Please notice:

The following situations are not applicable to our no-hassel return policy.

  1. Product damage caused by use not in accordance with the instruction manual;
  2. Product beyond 30 days after receiving the products;
  3. Product damage caused by self-sabotage;
  4. Product damage caused by force majeure such as earthquakes, fires, etc.

To receive a full refund, the original item MUST be in new condition and returned without:

  • Pet dander or fur
  • Dirt or grass stains
  • Signs of wear, washing, or improper care
  • Damage or stains

All returned items are thoroughly inspected, and any item(s) returned in a condition deemed as no longer sellable will not be refunded. 

Note: Returned item(s) must be shipped back in the original packaging or similar packaging that will prevent item(s) from damage while in transport.  If you have received multiple items in one package, please reach out to our Customer Care team at hk@purrugs.store for assistance.

Note: All refunds are issued back to the original form of payment used during purchase.

FAQ

Does PURRUGS offer exchanges?

For PURRUGS products, you may exchange your product within 30 days of the delivery date at no extra cost if you are residing in the U.S. or HongKong. At this moment, we do not offer exchanges for customers residing outside the U.S. or HongKong.

Here are a few considerations:

1. In order to be eligible for an exchange, the original item MUST be in new condition and returned without:

  • Pet dander or fur
  • Dirt or grass stains
  • Signs of wear, washing, or improper care
  • Damage or stains

2. You may only exchange an order once. Exchanges of an exchanged item are prohibited. 

3. Discounts and promo codes cannot be applied to exchanges. Instead, we’ll give you credit for the full retail value of the item being exchanged (e.g., if the full retail price of your original rug is $149, we will credit you $149 to use towards your exchange). 

4. If the item you’re exchanging costs less than your original purchase, we’ll refund the difference. If the item you’re exchanging costs more than your original purchase, we will charge you for the difference.

If you have received your order and would like to exchange it, please email our Customer Care team at hk@purrugs.store. 

Please remember to check your spam / junk mail folders when waiting for a response from us. Sometimes our emails get delivered there instead of your inbox. We also recommend that you add hk@purrugs.store to your Email Contacts or Safe Sender list so you don't miss a response from us.

What if I need to return or exchange multiple items?

For PURRUGS products, if you would like to complete a return or exchange for multiple items, they must be shipped separately, with separate shipping labels. We currently only accept one Rug System per shipping label and deduct a free processing fee for each item returned. There is no processing fee for exchanges.

Why did I receive a partial refund?

We issue partial refunds for a variety of reasons, most commonly you may receive a partial refund for the following reasons: 

  • Return was received damaged
  • Late orders or lost orders
  • A post-purchase discount was applied to your order

To receive a full refund, the original item MUST be in new condition and returned without:

  • Pet dander or fur
  • Dirt or grass stains
  • Signs of wear, washing, or improper care
  • Damage or stains

All returned items are thoroughly inspected, and any item(s) returned in a condition deemed as no longer sellable will not be refunded. In addition, the returned item(s) must be shipped back in the original packaging or similar packaging to prevent item(s) from damage while in transport. 

Why was my return not accepted?

All returned items are thoroughly inspected, and any item(s) returned in a condition deemed as no longer sellable will not be refunded. Your product return will not be accepted, or you will receive a partial refund if the following issues are present: 

  • Pet dander or fur
  • Dirt or grass stains
  • Signs of wear, washing, or improper care
  • Damage or stains

Returned item(s) must be shipped back in the original packaging or similar packaging to prevent item(s) from damage while in transport. 

How to  Submit a return request online

Click the profile icon in the store navigation, or go to the Refund Policy or Returns page, and request a return.

1. Log in to your account:  https://account.purrugs.store

1. In the Email field, enter your email address and click Continue.

2. In your email account, open the email from our store and copy the six-digit verification code included in the email.

3. Return to the online store and enter the six-digit verification code.

2. Click Request Return for the order you want to return.

3. If your order contains multiple items, select the items you want to return.

4. Select the reason for your return and add a note for the store to review.

5. Click Request Return.

If your return request is approved and needs to be shipped, you will receive an email with shipping instructions and a return shipping label. Once the product is returned, you will receive a refund.

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Contact information:

Purecomfort Textiles Limited (HongKong)

Phone number:+852 517 852 08

Email:hk@purrugs.store

Website: https://purrugs.store

Physical address:Room 1908-09, Lippo Centre Tower 1, 89 Queensway, Admiralty, Hong Kong Island Hong Kong SAR (香港金鐘金鐘道89號力寶中心壹座1908-09室)

Registration Certificate Number: 77179864-000-10-24-A

 

U.S Company Name: ZENITH TEXTILES INC

Physical Address: 100 N HOWARD ST STE R, SPOKANE, WA, 99201-0508, UNITED STATES

UBI No: 605 608 536

Phone: +1 585 968 4282

Email:us@purrugs.store