Return & Refund Policy
Updated on March 15, 2023
This Refund & Return Policy is only applicable to orders placed on the popur.com, our official website. Other authorized resellers or retailers of Popur may provide their own policies to you. By placing an order or making a purchase at popur.com, you agree to the terms set forth below.
30-Day Free Return
We aim to provide a low-risk way for you to try out the Popur X5 Self-Cleaning Litter Box (the “Popur X5”). If you are not completely satisfied with the Popur X5 Self-Cleaning Litter Box, simply request to return it within thirty (30) calendar days from the date of delivery, as shown on carrier’s tracking record. Requests sent after thirty (30) calendar days, as evidenced by the email timestamp, will not be entertained.
To initiate a return process, please contact us at support@popur.com for the return authorization and instructions. Our warehouses cannot accept any return shipments without a written authorization.
We do not charge any restocking or cleaning fees. However, to be eligible for a full refund, please bear in mind three important conditions that should be reasonably met:
- Please sanitize your Popur X5 before returning. Cat litter box is a hygiene product. Unclean units may contain bacteria, viruses or germs, and will pose severe health risks to people handling the units. Therefore, units returned in unclean conditions will not be handled. You are responsible for any subsequent shipping costs and arrangement. If you do not send instructions, we will store the unclean units for free for up to a month, and discard them at our own cost after a month. You agree that you irrevocably give up the title to, as well as the refund of the unclean units under this circumstance. For clarification, some mild litter box smell is acceptable. You are strongly advised to take pictures or videos of the returned unit as evidence, and even better send them to us by email before returning.
- Please return your Popur X5 in the original boxes and cushions, together with all accessories except for replaceable items (i.e., trash bags, cardboard pieces) that are reasonably consumed in the course of use. Missing items will be charged at their respective retail value as listed on popur.com. Please keep the original product packaging for at least 30 days. By using the original product packaging, you will not be liable for any possible damages or defects caused during transit. You may use your own packaging but a US$200 (or equivalent amount in another currency) repair fee will be deducted from your refund if the returned unit is found damaged or defective.
- Please drop off the package at a carrier’s shop. A US$15 fee will be charged if you request a driver’s pick-up at your home. We are only able to cover return shipping cost up to US$60 or the original shipping cost incurred at the time of purchase, whichever is lower. Return labels are only issued based on the country the purchase was shipped to. You are responsible for return shipping costs if you are sending the products back from a different country.
General Return Policy
Please contact us at support@popur.com for assistance. Returns must be authorized by us in writing before return shipment is arranged. We do not accept any return shipment that is without an authorization.
Except otherwise stated, products purchased on popur.com are eligible for return within thirty (30) calendar days from the date of delivery, as shown on carrier’s tracking record. You are responsible for return shipping cost.
Customized products are ineligible for returns. Products that belong to the category below are ineligible for returns once they have been unboxed or unpackaged.
- Cat Litter
- Litter Box Accessories
- Trash Bags
To avoid any damage during transit, merchandise should be returned in the original product packaging as received, together with all accessories and components. The returned merchandise must be in good condition.
Your product may not be eligible for return if it is found defective under the circumstances described in the WHAT IS NOT COVERED section of the Warranty Policy, or it is returned without its original product packaging and also damaged during the return shipment.
To prevent frauds, deceits or exploitations, Popur reserves the right to decline a return request or cancel an order, if the concerned order meets any of the following patterns:
- The order uses the same identifiable information that has been used with another refunded or cancelled order. Identifiable information refers to identical personal information, including but not limited to email address, street number and phone number, or the same email prefix but from a different email provider. For instance, iamjustanexample@gmail.com and iamjustanexample@hotmail.com are considered using the same email prefix.
- The order is not made by an end-user consumer.
- The order is not verified. Please contact us with the email you used at checkout. Otherwise, please provide a different way to verify your order.
- Other circumstances which constitute a fraud suspicion.
Refund Policy
We will process and issue a refund to your original payment method within 10 business days after receiving the returned merchandise. If you request to cancel your order after it is shipped, we will cancel your order and issue the refund when the shipment is successfully intercepted or the merchandise is returned. Once issued, your bank, credit card company or the payment processor is responsible for applying it to your account. We are only able to issue a refund to your original payment method.
Refund according to the 30-Day Price Match program will be processed upon your request only. Such request shall be sent to us at support@popur.com within thirty (30) calendar days from the date of your order, and will not be entertained after 30 days have passed. We will verify and confirm if there is any price difference during the applicable period. Such refund will be issued at Popur’s sole discretion.
Damages & Defects
Popur.com is not liable for any products damaged or lost during shipping. In the unlikely event you receive a damaged, defective or incorrect item, please take pictures or videos of the damaged items immediately after unboxing, and contact us at support@popur.com within 48 hours after receiving your order. Most shipments are insured against damages caused during transit. With the evidence you provide, we may file a case with the carrier to investigate. However, it will take 2 to 3 months to hear back from the carrier.
The Popur X5 Self-Cleaning Litter Box is a bulky item, and its shipping costs are one-fourth of the price. We’ve designed the product so that some minor damages may be fixed rather easily by replacing the parts yourself, which is much faster and more cost-efficient. We greatly appreciate your cooperation and understanding in advance.
Please contact us at support@popur.com if you believe a product is functionally defective. After the 30-day return window, a product is not returnable, and is a de facto properly functioning unit if there is no claim of defects during the 30-day return window. Please refer to the Warranty Policy for subsequent services.