Return & Refund Policy
Return & Refund Policy-PURRFLOW
At Purrflow, we’re committed to helping cats stay hydrated with clean, flowing water — and we understand that cats can take time to adjust to something new. Please review our policy carefully before initiating a return.
By placing an order with Purrflow, you agree to the terms outlined below.
🐾 Adjustment Period for Cats
Cats are naturally cautious creatures. When introduced to a new water source, especially a stainless steel fountain with flowing water, it can take time for them to feel comfortable.
For this reason, we recommend allowing up to 21 days for your cat to fully adjust to using the Purrflow fountain before requesting a return.
Many customers find that their cat begins using the fountain consistently after an initial adjustment period.
📦 Return Eligibility
You may request a return if all of the following conditions are met:
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The request is submitted within 30 days of delivery
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The product is returned in original condition, including all components and accessories
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The item is not damaged, altered, or excessively worn
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Proof of purchase is provided
Returns due to cat non-use or preference are reviewed on a case-by-case basis, as adjustment time varies between cats.
🚫 Non-Returnable Items
The following items are not eligible for return:
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Used or opened filters
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Items missing original parts or packaging
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Products damaged due to misuse, improper cleaning, or neglect
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Final sale or clearance items (if applicable)
🚚 Return Shipping
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Return shipping costs are the responsibility of the customer
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Original shipping fees are non-refundable
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Due to the size and weight of cat water fountains, return shipping costs may be significant
Authorized returns must be shipped to:
312 W. 2nd Street
Casper, WY 82601We are not responsible for lost, delayed, or misdirected return shipments.
We recommend using a tracked shipping service. Purrflow is not responsible for lost or damaged return shipments.
💳 Refunds
Once your return is received and inspected, we will notify you of the approval status.
If approved:
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Refunds are issued to the original payment method
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Processing typically takes 5–10 business days
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Refunds may be subject to handling or restocking deductions where permitted by law
💡 Partial Refund (Keep-It Option)
In certain situations, Purrflow may offer a partial refund (for example, 25%) with no return required.
This option is offered at our discretion and is designed to:
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Save you from high return shipping costs
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Allow your cat additional time to adjust
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Provide a faster, hassle-free resolution
Acceptance of a partial refund constitutes full and final settlement of the order.
🔧 Damaged or Defective Items
If your Purrflow fountain arrives damaged or defective, please contact us within 48 hours of delivery with clear photos or videos.
We will arrange a replacement or refund at no additional cost, where applicable.
📩 How to Request a Return
To initiate a return, contact our support team at:
Please include:
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Order number
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Reason for return (Valid as per above policy)
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Photos or videos (if applicable)
Returns sent without prior authorization will not be accepted.
⚠️ Chargebacks & Disputes
We kindly ask customers to contact Purrflow support before initiating a chargeback.
We are always happy to work toward a fair and friendly solution.
Unauthorized chargebacks may result in account restrictions. We reserve the right to contest the chargeback using delivery confirmation, usage timelines, and this published policy in accordance with Shopify Payments and card network guidelines.
🔄 Policy Updates
Purrflow reserves the right to update or modify this policy at any time.
Changes apply to future orders only.
🐱 Our Promise
We’re not just selling a fountain — we’re supporting better hydration, better health, and peace of mind for cat parents. If you have any questions, our support team is always happy to help.
Policy Acceptance
By completing a purchase on our website, customers acknowledge and agree to this Return & Refund Policy.