Refund and returns policy

We stand behind every Purralo Kit with a 30-night hydration guarantee. If your cat does not love their fountain, we will make it right. Please read the terms below carefully, they form part of the sales contract you accept at checkout.

30-night hydration guarantee

You have 30 nights from the delivery date to test Purralo with your cat. If you are not satisfied, contact us and we will arrange a return and refund of the product price.

How to request a return

1. Email support@purralo.com with your order number and reason for return.
2. Complete the short return form we send back. This is required to issue an RMA (return merchandise authorization) number.
3. Ship the product to the address on your RMA. Returns sent without an RMA cannot be processed.
4. Once we receive and inspect the product, we refund the original payment method within 5 to 10 business days.

Return conditions

• The fountain must have been used with your cat. Unused, unopened returns are also accepted within 30 days.
• The pump, bowl and power adapter must be included.
• Filters and consumables (catnip, cleaning brush) are non-refundable.
• Return shipping is the customer's responsibility unless the product is defective.

Defective or damaged on arrival

If your Purralo arrives damaged or develops a fault within the warranty period, email us within 7 days of delivery with photos or a short video. We will ship a free replacement or issue a full refund, including shipping costs.

Chargeback policy

Please contact us before opening a chargeback with your bank or card issuer. In the vast majority of cases we can resolve the issue within 24 hours.

Important. Once an order has shipped, we do not accept chargebacks based on "item not received" or "not as described" until you have first (a) actually received and used the product, and (b) completed our return form and been issued an RMA. Chargebacks opened before this process is complete will be contested with proof of delivery, use and our published policy, and any chargeback fees may be passed on to the payer to the extent permitted by law.

This policy protects legitimate customers by keeping prices low and does not limit any statutory consumer rights you may have in your jurisdiction.

Refused shipments and address errors

Parcels refused at delivery or returned due to an incorrect address will be refunded minus the original shipping cost and any return-to-sender fees charged by the carrier.

Late or missing refunds

If you have not received a refund 10 business days after we confirmed it, please contact your bank first, then email support@purralo.com.