Refund policy

We want you and your cat to be completely satisfied with your purchase, which is why we offer a 60-day money-back guarantee on all orders. If for any reason you are not happy, we will make it right.

1. Our 60-Day Satisfaction Guarantee

You have 60 days from the date of purchase to request a return or refund. This applies to all standard product purchases including the PurrWell fountain and accessories. This guarantee is offered in addition to your statutory rights as an EU consumer, which include a 14-day right of withdrawal from the date of delivery under the EU Consumer Rights Directive.

You do not need to provide a reason for your return, though we appreciate any feedback you are willing to share as it helps us improve.

2. How to Request a Return

To initiate a return, please contact us at support@trypurrwell.com with the following information:

  • Your full name
  • Your order number
  • The item(s) you wish to return
  • A brief reason for the return (optional but appreciated)

We will respond within 1–2 business days with return instructions including the return address. Please do not send items back before receiving our instructions, as we cannot guarantee processing for unsolicited returns.

3. Return Conditions

To be eligible for a return under our 60-day guarantee:

  • The return request must be submitted within 60 days of your confirmed delivery date.
  • The item should be returned in its original or reasonable condition. Normal signs of use are acceptable — we do not require items to be unused or in original packaging to qualify under our satisfaction guarantee.
  • All components included with your order should be returned where possible. If accessories or free gifts are missing, we may deduct their value from your refund.

Items that are deliberately damaged, misused beyond reasonable use, or returned in a condition that suggests wilful damage will not be eligible for a refund.

4. Return Shipping

Customers are responsible for the cost of return shipping unless the return is due to our error (wrong item sent, item arrived damaged or defective). In those cases we will provide a prepaid return label or reimburse your return shipping cost upon receipt of proof.

We recommend using a tracked shipping method for returns. PurrWell cannot be held responsible for items lost in transit during return shipping.

5. Refund Processing

Once your return has been received and inspected, we will notify you by email and process your refund within 5–10 business days to your original payment method. Please note that your bank or card provider may take additional time to reflect the refund in your account — this is outside our control.

Original shipping charges are non-refundable unless the return is due to our error or a defective product.

6. Damaged, Defective or Incorrect Items

If your item arrives damaged, is defective, or is not what you ordered, please contact us at support@trypurrwell.com within 14 days of delivery. Include your order number and clear photos of the issue. We will arrange a free replacement or issue a full refund including any shipping costs, at your preference.

We take product quality seriously and will always resolve these cases promptly and without requiring you to return the item in most circumstances.

7. Exchanges

We do not currently offer direct exchanges. If you would like a different product, please return your original item for a refund and place a new order separately.

8. Subscription Filter Orders

Filter subscription orders that have already been dispatched and delivered are not eligible for return under the standard policy unless the filters are defective or damaged. If you believe your filters are faulty, contact us at support@trypurrwell.com and we will assess and resolve the issue.

If you wish to cancel your subscription before a renewal charge is processed, please see our Subscription Cancellation Policy.

9. Free Gifts and Bundle Items

Free gifts included in promotional bundles do not need to be returned as part of a return request. Your refund will be processed for the paid items only.

10. EU Consumer Rights

As a consumer in the European Union you have statutory rights that cannot be waived or limited by these policies. In particular, under the EU Consumer Rights Directive you have the right to withdraw from a purchase within 14 days of delivery without giving any reason, and to receive a full refund including standard delivery charges within 14 days of us receiving your returned item. Our 60-day guarantee extends these rights significantly and does not replace them.

If you have any questions about your rights, please contact us at support@trypurrwell.com