Return Window
30 Days
From delivery date
Refund Method
Bank Transfer
For COD orders
Processing Time
7–10 Business Days
After item received
How to Return an Item
1
Submit a Return Request
Fill in the return request form below, or email support@purplebone.pet with your order number, item name, reason for return, and a photo (if damaged or defective).
2
Receive Return Instructions
Our team will respond within 1 business day with a Return Merchandise Authorisation (RMA) number and the return shipping address at our Saitama fulfilment centre.
3
Ship the Item Back
Pack the item securely and send it to the provided address via any courier. Please write the RMA number on the outside of the package. Return shipping costs are covered by PurpleBone for damaged or defective items.
4
Inspection & Resolution
Once we receive and inspect your return (usually 1–2 business days), we'll process your refund or send a replacement within 7–10 business days. You'll receive an email confirmation.
💴 Refunds for COD orders are issued via bank transfer (振込) to your registered bank account. Please ensure your bank details are included in your return request.
What Can Be Returned?
✅ Eligible for Return
- Item arrived damaged or defective
- Wrong item delivered
- Item not as described on the website
- Unused toys in original packaging within 30 days
- Unopened food products within 14 days
- Pet showed no interest (30-day guarantee)
❌ Not Eligible for Return
- Items showing signs of pet use (unless defective)
- Opened food products after 14 days
- Returns requested after 30 days from delivery
- Items without original packaging (non-defective)
- Custom or personalised items
- Items damaged due to misuse or unsupervised use
Submit a Return Request
Fill in the form below and our team will get back to you within 1 business day with next steps. / 以下のフォームにご記入ください。
💜
Return Request Submitted!
Thank you — we've received your request and will respond within 1 business day.
返品のご申請を受け付けました。1営業日以内にご連絡いたします。
Please check your email for next steps including the return address and RMA number.