Returns & Refund Policy
Returns & Refund Policy
Last updated: June 2026
We stand behind every Purl fountain with a 60-day money-back guarantee. If your pet is not happy with it, or if the product is not what you expected, we will make it right.
60-Day Happy-Cat Guarantee
You have 60 days from the date your order is delivered to request a return and refund. No lengthy explanations required. We want you and your pet to love this product, and if that is not the case, we would rather refund you than have you stuck with something that does not work for you.
How to Start a Return
Email us at support@purl-pets.com with your order number and a brief note about why you are returning. We will reply within 1 business day with return instructions and the return shipping address.
Item Condition
Please return the fountain in its original packaging if possible, and include all components (pump, filter, cord, etc.). Items that are heavily damaged due to misuse may not be eligible for a full refund, but we will review each case individually and work with you on a fair resolution.
Return Shipping
Customers are responsible for return shipping costs unless the item arrived defective, damaged, or was the wrong item entirely. In those cases (see below), we will provide a prepaid return label or ask you to keep the item and simply replace or refund it.
Refunds
Once we receive and inspect your return, we will process your refund to the original payment method within 5 to 7 business days. You will receive a confirmation email when the refund is issued. Please allow additional time for your bank or card issuer to post the credit.
Defective or Wrong Items
If your fountain arrived damaged, stopped working within the return window, or we sent you the wrong product, please email us with a photo of the issue. We will either ship a replacement or issue a full refund at no cost to you. You will not be asked to ship the defective item back in most cases.
Digital Guides
Any free digital guides included with your order (setup guides, care tips, etc.) are yours to keep regardless of whether you return the physical product.
Exchanges
We do not process direct exchanges at this time. If you would like a different item, return the original for a refund and place a new order.
Non-Returnable Items
Replacement filters and consumable accessories purchased separately are not eligible for return once opened. If there is a quality issue with these items, please contact us and we will resolve it case by case.
Questions
Contact us at support@purl-pets.com. We are here to help.