Refund Policy

Our 30-Day Money-Back Guarantee

We stand behind our PurrVia Stainless Steel Cat Water Fountain and want you and your cat to be completely satisfied. If for any reason you are not happy with your purchase, you may return it within 30 days of receiving your order for a full refund, subject to the conditions below.

1. Return Eligibility

To be eligible for a return and refund, please ensure that:

• The item was purchased directly from PurrVia.com.
• The return request is initiated within 30 days of the delivery date.
• The item is in its original condition and packaging, with all original accessories, parts, and manuals included.
• The item must be clean and free from damage caused by misuse, neglect, or accidents.
• You have proof of purchase (e.g., your order number or confirmation email).

Non-Returnable Items:

For hygiene reasons, the following items cannot be returned once opened or used, unless defective:

• Replacement filters that have been opened or used.

Gift cards are also non-refundable.

2. How to Initiate a Return

To start a return, please follow these steps:

1. Contact our Customer Support team at purrrvia@gmail.com.
2. In your email, please include:
   • Your full name
   • Your order number
   • The item(s) you wish to return
   • The reason for the return
3. Our support team will review your request and, if eligible, provide you with a Return Merchandise Authorization (RMA) number and detailed instructions on how to send back your item.

3. Shipping Your Return

• Return Shipping Costs: Customers are generally responsible for paying their own shipping costs for returning an item, unless the return is due to our error (e.g., you received an incorrect or defective item). Original shipping costs (if any were charged) are non-refundable.
• Packaging: Please ensure the item is securely packaged to prevent damage during transit. We recommend using the original packaging if possible.
• Tracking: We strongly recommend using a trackable shipping service or purchasing shipping insurance for your return. We cannot guarantee that we will receive your returned item and are not responsible for items lost or damaged in return transit.
• Return Address: Our customer support team will provide you with the correct address for returning your item once your return request is approved.

4. Refund Process

1. Inspection: Once we receive your returned item, our team will inspect it to ensure it meets the eligibility criteria outlined above.
2. Notification: We will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund based on the inspection.
3. Approved Refunds: If your return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within a certain number of days (typically 5-10 business days, depending on your card issuer's policies).
4. Rejected Refunds: If your return is not approved (e.g., the item is damaged, missing parts, or outside the return window), we will contact you to explain the reason and discuss options, which may include returning the item to you at your expense.

5. Exchanges

The simplest way to exchange an item is to return the original item for a full refund (as per the policy above) and place a new order for the item you want. This ensures you get your new item as quickly as possible.

If you received a defective or damaged item and wish to exchange it for the same item, please contact us at purrrvia@gmail.com, and we will assist you.

6. Damaged or Defective Items

We take great care in packaging our products, but if your item arrives damaged or is found to be defective upon arrival, please contact us immediately (within 7 days of receipt) at purrrvia@gmail.com.

Please provide your order number and photos of the damaged or defective item and its packaging. We will work with you to arrange for a replacement or a full refund, and we will typically cover the return shipping costs for such items.

7. Late or Missing Refunds

If you haven't received a refund yet after we've notified you of its approval:

1. First, check your bank account again.
2. Then, contact your credit card company; it may take some time before your refund is officially posted.
3. Next, contact your bank. There is often some processing time before a refund is posted.
4. If you've done all of this and you still have not received your refund, please contact us at purrrvia@gmail.com

8. Questions

If you have any questions concerning our return and refund policy, please contact us: