Refund policy

Refund & Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it — unused, with all parts, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, contact us at support@whiskerfalls.com. If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always reach us with any return questions at support@whiskerfalls.com.

Damaged, defective, or wrong items

Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or if you received the wrong product. For defective or damaged items, we'll send you a free replacement — you won't need to return the original or pay any return shipping. Just email us a photo of the issue and your order number, and we'll make it right.

30-day satisfaction guarantee

If your cat won't use the fountain, contact us within 30 days of delivery for a full refund. We stand behind every order.

Pump warranty

The pump is covered by a 12-month replacement warranty. If it fails within 12 months of purchase, we'll replace it free.

Exchanges

The fastest way to get what you want is to request a refund for the item you have, and once accepted, make a separate purchase for the new item.

Non-returnable items

Certain items can't be returned, including gift cards and sale items. Please get in touch if you have questions about your specific item.

European Union 14-day cooling-off period

If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. The item must be in the same condition you received it — unused and in its original packaging — with the receipt or proof of purchase.

Refunds

We'll notify you once we've received and inspected your return, and let you know if the refund was approved. If approved, you'll be refunded to your original payment method within 10 business days. Please remember it can take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your return was approved and you haven't received your refund, please contact us at support@whiskerfalls.com.