Refund policy
How it works
- Contact us. Email help@trypurestream.com with your order number and a short description of what happened. For product issues, include a photo or short video.
- We'll review it. We aim to reply within 1–2 business days.
- We'll resolve it. Depending on what happened, that may be product support, a replacement, a return, or a refund, as set out below.
If something is wrong with your fountain
Contact us if your PureStream:
- arrives damaged
- doesn't pump or refill correctly
- develops a drainage problem
- stops working
- arrives with missing parts
- is different from what you ordered
For verified defects, we send a free replacement. Adding water to test or use the fountain never affects defect, replacement or warranty cover. Most defective fountains don't need to come back. If we need yours for inspection, we'll send instructions and cover the return shipping.
If a replacement doesn't resolve a verified defect, we'll offer a refund. We may ask for the fountain back before the refund is issued, at our cost.
Your fountain is also covered by a 1-year warranty against manufacturing defects.
If your cat doesn't take to it
Cats have opinions. Some take to the AquaOne right away; others can take up to 4 weeks to fully adopt it. Once they do, the sound of the refill becomes their cue: as many pet parents have seen, their cats learn to come running for fresh water. Our team can help with placement and introduction techniques along the way, so email us and we'll walk you through them.
Once water has been added or a pet has used the fountain, it's a used product. Used fountains can't be returned or refunded for fit or preference. This doesn't affect defect or warranty cover.
If you change your mind
You can return an unused fountain within 30 days of delivery. To qualify, it must:
- have had no water added
- not have been used by a pet
- include all original parts and accessories
- not have been damaged after delivery
Opening the box is fine.
Email us to request a return, and wait for our return instructions before sending anything. For any return that isn't for a verified defect, damage in transit or an incorrect item, the customer pays return shipping and a 15% restocking fee is deducted from the refund.
We waive the restocking fee if you asked us to cancel within 1 hour of ordering and your order shipped anyway, or if you're returning an unopened extra unit added through a post-purchase offer or multi-pack within 14 days of delivery.
Once your return reaches our facility, allow up to 7 business days for inspection. Your refund then goes to your original payment method.
Cancellations
Cancellations must be submitted within 1 hour of placing your order. Email help@trypurestream.com with your order number, and we'll cancel it and refund you in full.
After 1 hour, your order is with our fulfillment team and can no longer be cancelled. When it arrives, you can return it unused under the change-of-mind terms above.
Replacements
A replacement resolves the original claim. It doesn't restart or extend the return window on your original order. If a replacement arrives damaged or develops a verified defect, contact us and we'll make it right under the warranty.
How refunds are calculated
Refunds are based on the amount you actually paid for eligible items, after discounts, promotions and credits.
- Free gifts have no separate cash value.
- Bundles and promotions are refunded based on the amount paid for the bundle or offer.
- Shipping protection is a separate service and isn't refundable as merchandise.
If your order never arrived
Email help@trypurestream.com. You don't need a photo or video. We'll check the carrier tracking and fulfillment records and sort out the next step.
Full terms
Return window
Unused returns must be requested within 30 days of delivery. If an order arrives in more than one shipment, the window starts when the last item is delivered.
Authorization
Only send a product back after we've authorized the return and sent instructions. If we send a label, hand the parcel to the carrier within 7 calendar days and keep your receipt.
Condition
A fountain is used once water has been added or a pet has used it. Used fountains aren't eligible for change-of-mind or fit returns. This doesn't affect support for verified defects, damage, incorrect items or warranty claims.
Return shipping
We pay return shipping for verified defects, damage in transit or incorrect items. For all other returns, the customer pays return shipping.
Restocking fee
Returns that aren't for a verified defect, damage in transit or an incorrect item are subject to a 15% restocking fee, calculated on the amount paid for the returned item and deducted from the refund. The fee is waived when a cancellation was requested within 1 hour of ordering and the order shipped anyway, and for an unopened extra unit added through a post-purchase offer or multi-pack that is returned within 14 days of delivery.
Processing
Allow up to 7 business days after your return reaches our facility for inspection and processing.
Refund method
Refunds go to the original payment method. Your bank or card issuer may take extra time to post the credit.
Cancellations
Cancellation requests must be submitted within 1 hour of placing the order. After that, an order can't be cancelled and is handled as a return once delivered.
Your rights
Nothing in this policy limits consumer rights or remedies that can't legally be excluded under applicable law.