Refund policy


We want you—and your pets—to love Purks. Below is how returns work. 

1) Faulty or not as described 

If a product has a major problem, you can choose a refund or replacement. For minor problems, we’ll provide at least a free repair, replacement, or refund within a reasonable time.  

  • We may reasonably assess the product to determine the appropriate remedy.  

If the item is faulty, we will cover reasonable return shipping and redelivery costs.  

2) Change-of-mind returns 

We accept returns of most new, unopened items within 14 days of delivery for a refund to the original payment method, excluding shipping fees. 

  • Excluded for hygiene/safety: opened pet food, used grooming wipes, opened shampoo, or used litter/litter pads.
  • Items must be in original condition and packaging, with proof of purchase.
  • Return shipping for change-of-mind is at the buyer’s cost (Registered Post with insurance is recommended).
  • Retailers who choose to return goods will be subject to a 15% re-stocking fee upon receipt of the returned goods. Delivery charges will be excluded from the refund or credit also. 

Under Australian guidance, businesses aren’t obliged to accept change-of-mind returns, but may choose to do so if clearly stated—our policy above applies. 

3) How to initiate a return 

Please submit a request via our ‘Contact Us’ page with: 

  • Order number
  • Item(s) you wish to return
  • Reason for return and any photos (for faulty items) 

We’ll reply by email with next steps, including a Return Merchandise Authorisation (RMA) and the appropriate return address. 

4) Refund timing 

Once your return is received and inspected, refunds are typically processed within 3–5 business days; your bank may take an additional 5–10 business days to finalise. (Timeframes may vary by payment method.) 

5) Where to return  

Purks Returns 
Canning Vale, WA 6155, Australia 

Return address will be provided once you have submitted your request via the 'Contact Us' page.

6) Marketplace purchases 

If you purchased through a marketplace seller such as Amazon, please initiate returns via your marketplace account, and follow their process and timeframes. 

 Effective date: 19 February 2026