Returns & Exchanges

At Murrena, we stand behind our products. Please read the policy below carefully before requesting a return or replacement.

Damaged, Defective, or Wrong Item

Inspect your order as soon as it arrives. If your item is defective, damaged, or you received the wrong item, email us at info@murrena.com within 5 days of delivery with clear photos of the item, the damage or defect, and the packaging it arrived in.

We review every claim individually. Once we've verified the issue, we'll determine the most appropriate resolution based on the circumstances, which may include a replacement, a refund, or requesting that the original item be returned to us before a resolution is issued. We reserve the right to decline a claim if the reported damage or defect is inconsistent with normal shipping or the product's intended use.

Not the Right Fit for Your Cat?

Every cat is different, and it can take a little time for a new product - a scratcher, bed, mat, or bowl - to become part of your cat's routine. Before requesting a return, email us at info@murrena.com - we're happy to share tips on introducing a new product that often help solve the problem.

Standard Returns

We have a 30-day return policy: you have 30 days after receiving your item to request a return for a refund.

Return shipping costs are the customer's responsibility unless the item arrived damaged, defective, or incorrect.

To be eligible for a return, your item must:

• Be in its original packaging, with all original inner packaging intact.
  
• Never have been assembled or used.
• Be returned to our warehouse in full salable condition.

Because our products are for cats, "used" includes any item that has been made available for your cat - placed on the floor, offered as a bed, filled with food or water, or otherwise put into use. Once an item has been offered to your cat, it can no longer be resold as new, so it's not eligible for return. This is the one return condition we cannot make exceptions to. For everything else, we'll always do our best to help.

If you received a replacement and want to return it, both the replacement and the original item must be returned together. If both aren't returned, we cannot issue a refund.

Returns must be shipped within 30 days of the delivery date. Returns outside this window, or items returned in used or non-resalable condition, will not be accepted, and no refund, exchange, or replacement will be issued.

To request a return, email info@murrena.com. The packing slip/receipt is not a return label - Murrena does not provide return labels and is not responsible for return shipping costs.

If your package is refused or returned to us as undeliverable ("Return to Sender"), you're responsible for the return shipping cost. Refused packages may incur additional fees, deducted from any eligible refund once the package is back with us.

Please include the following with your return so we can process it quickly:

• Name and email used for the order
• Order number
• Reason for return

This can be written on paper, the packing slip, or a printout of your order confirmation.

Returns are typically processed within 7–14 business days after they arrive at our warehouse.

For returns over $99, we recommend a trackable shipping service or shipping insurance - we can't guarantee receipt of returned packages sent without tracking.

We're a small company, and your feedback genuinely helps us improve. If anything about the product wasn't right, let us know - we'd rather hear about it than lose you as a customer.

Refunds

Once your return arrives, please allow 7-14 business days for us to process it. We'll notify you by email whether the refund was approved or, in the rare case it wasn't, why.

If approved, your refund will be issued to your original payment method within 3-5 business days. Your bank or card issuer may take additional time to post it to your account.

If you haven't seen the refund by the 5th business day after approval, check your spam/junk folder first, then email info@murrena.com and we'll verify the status.

Exceptions / Non-Returnable Items

Sale items and gift cards cannot be returned.

Missing Items

If your order arrives with something missing, email info@murrena.com within 5 days of delivery with:

• A photo of the packing slip
• A photo of all contents received
• A photo of the shipping label

We'll act on this quickly once we have that verification. If more than 5 days pass without it, we'll assume the order was received as recorded and won't be able to offer compensation - so please reach out right away if anything's off.