This Refund and Return Policy defines the statutory cancellation frameworks, return conditions, and reimbursement protocols governed by Purrweave Pty Ltd for retail consumers purchasing via www.purrweave.com. Our operations align with the mandatory requirements of the Australian Consumer Law (ACL) and the European Union Consumer Rights Protection Directive to provide structured, transparent commercial interactions.
1. Statutory Right of Withdrawal (14-Day Return Framework)
In accordance with European Union consumer legislation, retail customers residing within the European Union or the European Economic Area possess a legal right to cancel their purchase agreement without specifying an operational justification.
- Statutory Period: The timeframe to exercise this right spans fourteen (14) business days from the day on which you, or a designated third party acting on your behalf (other than the logistics carrier), acquire physical possession of the merchandise.
- Notification Protocol: To initiate a standard return under the right of withdrawal, you must submit a clear, definitive written statement to our support team via email at sisal@purrweave.com within the designated 14-day window.
- Physical Return Destination: Upon acknowledgment of your written withdrawal statement, regular returns must be dispatched to our designated corporate intake and processing facility at the following address:Purrweave Pty Ltd Suite 4.02, Level 4, 15 Lime Street, Sydney NSW 2000, Australia
- Return Conditions: For regular withdrawals, items must be dispatched back to our facility in their original condition and configuration. The consumer is responsible for arranging the direct shipping costs associated with returning non-defective goods.
2. Damaged, Defective, or Flawed Merchandise
We maintain a strict, efficient resolution framework for products that arrive with structural imperfections or sustain physical damage during international transport.
- Reporting Requirements: If your product arrives damaged or exhibits clear manufacturing defects, please contact our customer care team via email at sisal@purrweave.com within fourteen (14) days of receiving the delivery.
- Evidentiary Protocol: To substantiate your claim, please provide your standard order reference number along with clear photographic evidence illustrating the specific structural flaw or transit damage.
- Resolution Determination: Following verification of the photographic documentation by our internal team, we will process a complete financial refund or arrange an immediate replacement dispatch. No physical return of the damaged item to our facility is required, eliminating unnecessary return logistics and expenses for the consumer.
3. Shipping Delays & Carrier Investigations
- Standard Transit Timeline: Outbound logistics to the European region are coordinated through premium global priority courier networks, including DHL Priority, FedEx Priority, and UPS Priority. Standard international transit typically requires five (5) to twelve (12) business days.
- Tracking Notifications: Automated email status updates are systematically transmitted to your registered email address at critical operational milestones (order dispatch, arrival at the destination country distribution hub, and local final delivery).
- Delay Tracing Protocol: If a delivery does not occur within the standard twelve (12) business day window, please contact us. Our administration will open a formal tracer investigation with the respective carrier. Following the verified outcome and factual summary of the carrier inquiry, we will execute an appropriate resolution, which involves either issuing a full financial refund or coordinating a priority replacement dispatch at no supplementary cost to you.
4. Financial Reimbursement Reversal
- Original Payment Path: All approved refunds are reverted exclusively back to the original funding account and method utilized during the initial checkout sequence. We do not issue cash adjustments or transfers to alternate financial accounts under any circumstances to prevent fraudulent activity.
- Supported Systems: Refund processing adheres to the rules of the participating transaction networks, including Visa, Mastercard, and American Express, as well as integrated digital networks such as Apple Pay and Google Pay.
- Processing Window: Once an administrative refund is authorized by our billing department, the transaction data is transmitted immediately. The actual posting date on your statement depends on the standard operational processing times of your financial institution or card issuer.
5. Contact & Corporate Credentials
For supplementary inquiries regarding our billing, refund, or return administration, please direct your correspondence to our corporate headquarters:
- Corporate Entity: Purrweave Pty Ltd
- ACN (Australian Company Number): 612 345 678
- Registered Office Address: Suite 4.02, Level 4, 15 Lime Street, Sydney NSW 2000, Australia
- Telephone Support: +61 2 9384 0284
- Electronic Mail: sisal@purrweave.com
