Refund policy

Last updated: 7 October 2026

This policy applies to all orders placed in the Purrloom online shop. Seller: Purrloom, operated by Alaa Naeem (sole trader), Building 60, Street 9, El Mokattam, Cairo 11571, Egypt. Email: alaaawad9694@gmail.com.

We deliver to Germany, Austria, the Netherlands and Egypt. Nothing in this policy limits your statutory rights. If the law of the country where you live gives you more rights, those rights apply.

1. Right of withdrawal (14 days)

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. If you ordered several goods in one order and they are delivered separately, the withdrawal period will expire 14 days after you, or a third party other than the carrier and indicated by you, acquire physical possession of the last good.

To exercise the right of withdrawal, you must inform us (Purrloom, Building 60, Street 9, El Mokattam, Cairo 11571, Egypt, email: alaaawad9694@gmail.com) of your decision to withdraw from this contract by an unequivocal statement (for example an email). The easiest way is our online withdrawal function: click the "Cancel contract" button at the bottom of every page of our website and confirm your withdrawal. You will receive an automatic confirmation by email. You may also use the model withdrawal form below, but it is not obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

2. Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. Please send the goods to: Purrloom, Building 60, Street 9, El Mokattam, Cairo 11571, Egypt.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Helpful tips (not a condition for your withdrawal): please include your order number with the parcel, use a tracked shipping service, and mark the parcel as "Returned goods" on the customs form. If you email us before sending, we can confirm the details with you.

3. Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

  • To: Purrloom, Building 60, Street 9, El Mokattam, Cairo 11571, Egypt, email: alaaawad9694@gmail.com
  • I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
  • Ordered on (*) / received on (*):
  • Order number (if available):
  • Name of consumer(s):
  • Address of consumer(s):
  • Signature of consumer(s) (only if this form is notified on paper):
  • Date:

(*) Delete as appropriate.

4. Damaged, faulty or wrong items

You have the statutory warranty rights (legal guarantee of conformity) under the law of your country: in the EU, at least two years from delivery. If an item arrives damaged, is faulty or is not what you ordered, email us with your order number and photos of the item (and of the packaging if it arrived damaged). We will repair, replace or refund it in line with your statutory rights. In these cases we pay all shipping costs. You do not need to send the item back unless we ask you to, and if we do, we pay for the return.

Please report transport damage as soon as possible, ideally within 14 days of delivery, so we can claim it with the carrier. This does not limit your statutory rights.

5. Cancelling before dispatch

If your order has not been shipped yet, email us and we will cancel it and refund the full amount.

6. Refunds

Refunds are made to the payment method you used for your order. Once we have issued a refund, it can take a few business days for your bank or payment provider to show it.

7. Contact

 

Questions about a return or refund? Email us at alaaawad9694@gmail.com with your order number. We usually reply within 1–2 business days.