Refund policy

The 30-Day Money-Back Guarantee (our Picky-Cat Guarantee). Pets are particular. If yours refuses the fountain, you get your money back — the fountain, the filters and the shipping. You have 30 days from the day your order is delivered.

How to start a return

Email contactsupport@kaishinepet.com with your order number and one line about what went wrong. You do not need to justify the return. We reply within one business day with return instructions and, where a physical return is required, a prepaid label.

Please do not send anything back before you hear from us — packages returned without instructions can go missing and we cannot refund what we never receive.

Condition

Return the fountain and any unused filters. It is fine if the fountain has been used — that is the entire point of a 30-day home trial. We only ask that it arrives reasonably clean, drained of water and packed well enough to survive the trip. Opened filter cartridges cannot be resold and do not need to be returned.

Your refund

Once your return is scanned by the carrier we issue the refund within 2 business days, to the original payment method, for the full amount you paid including any shipping you were charged. Your bank typically takes another 3-10 business days to post it. We do not charge restocking fees and we do not offer store credit in place of a refund unless you ask for it.

Damaged, faulty or wrong items

If your order arrives damaged or incorrect, email us within 7 days of delivery with a photo. We will send a replacement or refund you in full, whichever you prefer. You will not be asked to pay return shipping and you will not be asked to return a broken item at your own cost.

12-month warranty

Separately from the 30-day guarantee, the fountain carries a 12-month warranty against manufacturing defects from the date of delivery. If the pump, sensor or battery fails in normal household use within that period, we repair or replace it free of charge. The warranty does not cover damage from drops, chewing, dishwashers, descaling chemicals, or running the pump dry.

Canceling an order before it ships

Email us as soon as possible. If the order has not yet been handed to the carrier we cancel it and refund you in full the same day. Once it has shipped, treat it as a return under the 30-day guarantee above.

If you are in the EU or UK

You have a statutory right to withdraw from your purchase within 14 days of delivery, for any reason, in addition to and independently of the 30-day guarantee described above. To exercise it, tell us in a clear statement by email. Our guarantee is more generous than the statutory minimum and nothing in this policy limits your legal rights.

Questions

Email contactsupport@kaishinepet.com. A person reads every message.