Refund policy

PurrWell — Return & Refund Policy

Last updated: 2026.09.10 Contact: support@trypurrwell.com

1. The 60-Day Satisfaction Guarantee

We offer a 60-day satisfaction guarantee on the PurrWell fountain.

If you are not satisfied with the fountain for any reason, contact us within 60 days of the delivery date and we will refund the purchase price of the fountain. You do not need to give a reason.

What the guarantee covers

The PurrWell fountain only.

What the guarantee does not cover

Replacement filters, including filters purchased on their own and filters supplied through a Membership plan
Promotional gifts and items supplied at no charge
Shipping charges already paid
Any item where the request is made more than 60 days after delivery

This guarantee is a voluntary commercial offer made by us. It is separate from, and additional to, any rights you may have under applicable law.

2. How to Make a Claim

Email support@trypurrwell.com within 60 days of delivery with:

Your order number
The name the order was placed under
Confirmation that you are claiming under the 60-day guarantee

We will reply within 2 business days with instructions.

Do not send anything back before we give you instructions. Items returned without prior written instruction from us may not be processed and may not be refunded.

3. Returns

Whether a physical return is required is determined by us on a case-by-case basis and will be confirmed in writing when we respond to your claim.

If we do not require a return, we will process the refund once your claim is approved.

If we do require a return, the following applies:

We will supply the return address in writing. Returns sent to any other address are not covered by this policy.
You are responsible for the cost of return shipping where the return is because you changed your mind, the fountain did not suit your cat, or for any other reason not caused by a fault in the product.
We are responsible for return shipping where the item was faulty on arrival, damaged in transit, or was not the item you ordered.
We recommend a tracked service. We are not responsible for returns lost or damaged in transit to us.
The fountain should be returned complete, including the pump, sensor and any parts supplied with it. Where parts are missing we may deduct their value from the refund.

Items that have been deliberately damaged, modified, or misused are not eligible.

Claims not made in good faith. Where we have reason to believe a claim is not made in good faith, including repeat claims from the same customer, household, address or payment method, we may require the item to be returned at your cost before any refund is issued. We may also decline further guarantee claims from that customer.

4. Refunds

Approved refunds are issued to the original payment method.

We process refunds within 5 business days of approval, or within 5 business days of receiving the returned item where a return was required. Your bank or card issuer may take further time to show the credit, which is outside our control.

Original shipping charges are not refunded except where the item was faulty, damaged on arrival, or incorrect.

5. Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty, or is not what you ordered, contact us at support@trypurrwell.com within 14 days of delivery with your order number and clear photographs or video showing the issue.

We will arrange a replacement or a full refund including shipping, at our option. In most cases we will not require you to return the item.

6. Filters and Membership Orders

Filters are consumable goods and are not covered by the 60-day satisfaction guarantee, whether purchased on their own or supplied through a Membership plan.

Filters that arrive faulty or damaged are covered under Section 5. Contact us with photographs and we will replace them.

To stop future filter shipments, see our Membership Cancellation Policy. Cancelling a Membership does not refund shipments already dispatched.

7. Promotional Gifts and Bundles

Items supplied free of charge as part of a promotion have no cash value and are not refundable.

Where a refund is issued on a bundle, the refund is calculated on the amount actually paid. Free items do not need to be returned unless we ask for them.

8. Exchanges

We do not offer exchanges. Request a refund under this policy and place a new order.

9. Changes to This Policy

We may change this policy. Any change applies only to orders placed after the updated policy is published on this page. The version published at the time of your order is the version that applies to your order.

10. Statutory Rights

Nothing in this policy limits or excludes any right you have under law that cannot be limited or excluded. Where a term of this policy conflicts with such a right, that right applies.

Questions: support@trypurrwell.com

PurrWell — 3-Year Limited Warranty

Last updated: 2026.09.10 Contact: support@trypurrwell.com

This is a LIMITED WARRANTY.

1. What Is Covered

We warrant that the PurrWell fountain will be free from defects in materials and workmanship under normal household use for 3 years from the date of delivery.

Coverage includes the fountain body, the pump and the sensor.

2. What We Will Do

If the fountain develops a covered defect within the warranty period, we will, at our option, either:

send replacement parts, or
send a replacement fountain.

This is your sole and exclusive remedy under this warranty.

We will not ask you to return the faulty unit unless we specifically request it in writing. Where we do request a return, we cover the cost.

3. What Is Not Covered

Filters and any other consumable or wear item
Promotional gifts and items supplied at no charge
Damage from misuse, abuse, accident, dropping, or use outside normal household conditions
Damage from failure to clean or maintain the fountain as instructed
Damage from use with liquids other than drinking water
Damage from limescale or mineral build-up where the fountain has not been cleaned as instructed
Cosmetic wear including scratches, marks and discoloration that do not affect function
Any unit that has been opened, modified, or repaired by anyone other than us
Any unit not purchased directly from trypurrwell.com
Loss, theft, or damage in transit after delivery

4. How to Make a Claim

Email support@trypurrwell.com with:

Your order number
A description of the fault
Clear photographs or video showing the defect

Proof of the defect is required. We may ask for additional images, video, or information before approving a claim, and we may decline a claim where the evidence supplied does not reasonably demonstrate a covered defect.

We aim to respond within 2 business days.

5. Transferability

This warranty applies to the original purchaser only and is not transferable.

6. Limitation of Remedies

To the maximum extent permitted by law, our total liability under this warranty is limited to repair or replacement as described in Section 2, or at our option a refund of the amount paid for the fountain.

We are not liable for incidental or consequential damages, including but not limited to property damage, water damage, veterinary costs, or loss of time.

Some jurisdictions do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation may not apply to you.

Any implied warranties that cannot be disclaimed are limited in duration to the term of this written warranty, to the extent permitted by law.

Some jurisdictions do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you.

This warranty gives you specific legal rights, and you may also have other rights which vary by jurisdiction.

7. Changes

We may change the terms of this warranty. Any change applies only to fountains purchased after the updated warranty is published on this page. The warranty in force on the date of your purchase governs your fountain for its full 3-year term.