Refund policy

🐾 30-DAY RETURN GUARANTEE

If you or your feline friend aren't completely satisfied with your Puracats fountain, you can return it within 30 days of delivery. Return shipping is covered by the customer (unless the product is defective).

📦 To start a return:

  • Email us at support@puracats.com

  • Use subject line: [Return Request]

  • Include your order number and clear photos of the product to verify return eligibility.

  • Make sure to include all original items — including any accessories, filters, or free gifts — in the return package.

Once we receive and inspect your return, your refund will be processed within 2–5 business days. Note: A 30% deduction will be applied to your total order value (excluding tax) to cover handling and shipping costs. For example: If your order was $79, you'll receive $55.30 after return processing.

🔄 EXCHANGES

We accept product exchanges within 30 days from the delivery date.

To request an exchange, please email us at support@puracats.com with clear photos of the product and a description of the issue. The item must be returned in original condition, including all accessories or free gifts (if any).

Once we receive and inspect the returned item, we will issue a new invoice and ship the replacement product within 7 business days.

Exchange Fee: A fee of 30% of the original order value will be applied to cover processing and reshipping costs.

🚫 ORDER CANCELLATION POLICY

We accept order cancellations strictly within 2 hours of placing your order.

To cancel your order, please email us at support@puracats.com with your order number and the subject line “Order Cancellation.”

If your request is submitted within this timeframe and the order has not yet been processed, we will cancel it and issue a full refund. Your refund will be returned to your original payment method within 2–5 business days, depending on your bank or payment provider.

Please note: Orders that have already been processed or shipped cannot be canceled.

⏳ LATE OR MISSING REFUNDS?

If you haven’t received a refund yet, please check with your bank or credit card provider, as it may take a few business days before your refund is officially posted to your account.

🛡️ PURACATS QUALITY GUARANTEE

This warranty covers:

  • Manufacturing defects (e.g., faulty water pumps, defective electronic components, structural failure).

This warranty does not cover:

  • Normal wear and tear (such as minor scratches from daily use).

  • Damage from misuse, lack of proper cleaning, accidents, or unauthorized modifications.

If your Puracats fountain experiences issues due to a manufacturing defect, we’ll repair or replace it — free of charge, ensuring your cat's hydration is never interrupted.

READY TO INITIATE A RETURN OR WARRANTY CLAIM? Email us at support@puracats.com. We are always here to help you and your kitty!