Refund policy

Last updated: January 15, 2026

Thank you for shopping with Pet Fountain.
We want you to be fully satisfied with your purchase. This Return & Refund Policy explains when and how you can return products purchased from our online store https://petfountain.shop/ and how refunds are processed.

By placing an order, you agree to the following terms.

1. Eligibility for Returns

We accept returns within 30 days from the date you receive your order.
To be eligible for a return, the item must meet the following conditions:

  • The item is unused, undamaged, and in its original packaging.
  • All accessories, manuals, and tags are included.
  • The return is requested within 30 days of delivery.

We reserve the right to refuse returns that do not meet these conditions.

2. Non-Returnable Items

The following items cannot be returned or refunded (unless defective or damaged upon arrival):

  • Products classified as consumables (e.g., water filters, replacement parts once opened).
  • Items purchased on final sale or marked as non-returnable.
  • Gift cards, downloadable digital items, or software products.
  • Products damaged due to misuse, neglect, or improper installation.

3. Return Process

To request a return:

  1. Contact us at info@petfountain.shop within 30 days of receiving your order.
  2. Include your order number, product name, and reason for return.
  3. Our customer service team will provide you with return instructions and the return address.

Please do not return any items without first contacting us, as unauthorized returns may not be accepted or refunded.

4. Shipping Costs for Returns

  • We do not charge any return handling or restocking fees.
  • We do not provide prepaid return shipping labels.
    Customers are responsible for return shipping costs, unless the product arrived damaged, defective, or incorrect.
  • We recommend using a trackable shipping method, as we cannot be responsible for items lost in transit.
  • Original shipping costs are non-refundable, except where legally required.

5. Refunds

Once your return is received and inspected, we will notify you by email of the approval or rejection of your refund.
If approved, your refund will be processed to your original payment method within 10 business days.

Please note that depending on your payment provider, it may take additional time for the refund to appear on your account.

Approved returns are refunded in full for the product price, with no return or restocking fees deducted.

6. Damaged or Defective Products

If your order arrives damaged or faulty, please contact us immediately at info@petfountain.shop with photos of the damaged product and packaging.
We will review the case and offer a replacement or full refund at no additional cost to you.

7. Order Cancellations

Orders can be cancelled within 12 hours of placement if they have not yet been processed or shipped.
Once an order has been dispatched, it can no longer be cancelled and must follow the standard return process.

8. Exchanges

We currently do not offer direct exchanges.
If you wish to exchange an item, please return the original product for a refund and place a new order for the desired item.

9. Contact Us

If you have any questions about returns or refunds, please contact:

Pet Fountain
Email: info@petfountain.shop
Tel: +44 20 4577 0046
Address: Endla tn 4, Tallinn, Harjumaa, 12916, Estonia