Refund policy

Returns

We want you (and your cat) to love your PRIMAL PURR system.

If you’re not completely satisfied, you may request a return within 30 days of delivery.

Before Requesting a Return

Our systems are designed for DIY installation and may require 2 people for best results.

Many common issues (such as installation difficulty or compatibility) can be quickly resolved with guidance.

👉 Please contact us first — our team is happy to help you get set up correctly or offer alternative solutions.

Eligibility for Returns

To be eligible for a return:

  • Item must be unused and in original condition
  • All components must be included
  • Original packaging must be retained

We reserve the right to refuse returns that do not meet these conditions.

Return Shipping Costs

Customers are responsible for return shipping costs unless the item is:

  • Faulty
  • Damaged on arrival

⚠️ Due to the size and weight of our products, return shipping costs can be significant.

We strongly recommend contacting us before returning your order, as we may be able to offer a quicker and more cost-effective solution.

Return Process

  1. Contact us at hello@primal-purr.com with your order number
  2. We will provide return instructions and a return authorisation (RMA)
  3. Securely package the item and return it using a tracked service

Returns sent without prior authorisation may not be accepted.

Refunds

Once your return is received and inspected:

  • Approved refunds will be issued to your original payment method
  • Please allow 5–10 business days for processing

Deductions & Fees

The following maybe deducted from your refund:

  • Return shipping costs 
  • Items returned used, damaged, or incomplete
  • Refused or undeliverable shipments

Non-Returnable Situations

We do not accept returns for:

  • Incorrect installation
  • Incompatible or unsuitable fences or structures
  • Change of mind after installation or use

We provide guidance and product details to help ensure the system is suitable before purchase.

Damaged or Faulty Items

If your item arrives damaged or defective, please contact us within 48 hours of delivery with photos.

We will resolve this as quickly as possible.

Exchanges / Alternatives

In many cases, we can offer:

  • Installation advice
  • Partial refunds or alternative solutions

This is often faster and more cost-effective than returning the product.