Refund policy
Last updated: September 3, 2026
Petourpaw offers a 30-day hassle-free return window on unused or gently used items, counted from the day your order is delivered.
How to start a return
Email support@petourpaw.com with your order number and a short note (wrong item, does not work, they will not use it, or you changed your mind). We reply with the next step: replacement, refund, or a prepaid return label when we need the unit back.
What we accept
- Unused or gently used products in original packaging when possible.
- Units that fail in normal indoor use during the 30-day window.
- Wrong item or missing parts.
What we do not accept
- Items damaged by misuse, outdoor use, or running a fountain pump dry.
- Items returned after 30 days from delivery, unless a listed warranty still applies (for example the 12-month pump warranty on the stainless fountain).
Refunds
Approved refunds go back to the original payment method after we confirm the claim. If we asked you to ship the product back, we start the refund when the warehouse receives it. Original outbound shipping is not charged on items that ship free at checkout; we do not add a restocking fee for 30-day returns.
These products are indoor pet accessories, not medical devices. A return is not veterinary advice.