Refund policy

Our 30-Day Satisfaction Guarantee

Try PureStream with confidence.

We want you and your cat to love PureStream. Your 30-Day Satisfaction Guarantee begins when your original order is delivered. If something isn’t right, contact us within that 30-day window and our team will help determine the appropriate next step.

How It Works

Getting help should be simple.

  1. Contact us
    Email help@trypurestream.com with your order number and a quick description of what happened. For most product issues, include a photo or short video so we can see what is going on.
  2. We’ll review it
    Our support team will review your request and determine the appropriate next step. We aim to respond within 1-2 business days
  3. We’ll help make it right
    Depending on what happened, the solution may include product support, replacement, return, or refund.

Good to Know

To keep returns safe and consistent, standard unused returns generally are not available for:

  • Fountains that have been filled with water.
  • Fountains that have been used by a pet.
  • Products damaged through misuse or improper handling after delivery.
  • Free promotional items as standalone returns.
  • Shipping protection as merchandise.

These standard return conditions do not remove support that may apply to a legitimate product defect, shipping error, warranty issue, safety concern, or rights provided by applicable law.

What If My Cat Doesn’t Take to PureStream?

Cats have opinions. Sometimes very strong ones.

A new fountain can take a little time to get used to, so our team can help with a few simple placement and introduction techniques that work well for many cats.

If PureStream still isn’t working for your household, get in touch within 30 days and we’ll review the available solution with you.

Once water has been added, the fountain is considered used and no longer qualifies for a standard unused return.

What If Something Goes Wrong With My Fountain?

You shouldn’t be stuck with a fountain that isn’t working properly.

Contact us if your PureStream:

  • Arrives damaged.
  • Doesn’t pump or circulate correctly.
  • Develops a drainage problem.
  • Stops working.
  • Arrives with missing components.
  • Is different from what you ordered.

Send us your order number along with a photo or short video showing the problem.

For verified product defects, our standard solution is a free replacement at no additional cost.

Adding water to test or use the fountain does not make a defective product ineligible for defect, replacement, or warranty support.

Most defective fountains do not need to be shipped back. If we need your unit returned for inspection, we’ll provide the return instructions and cover the applicable return shipping.

What If PureStream Isn’t the Right Fit?

If you decide PureStream isn’t right for you, contact us within 30 days of delivery. We’ll review your request and let you know the appropriate next step.

Where a standard return is approved, the fountain must be unused:

  • No water has been added.
  • It has not been used by a pet.
  • All original components and accessories are included.
  • It has not been damaged after delivery.

Opening the packaging alone does not make the fountain used.

If a physical return is approved, we’ll provide the return instructions. Any applicable fee will be communicated as part of the return instructions. Once the fountain reaches our return facility and completes receiving and inspection, your eligible refund will be issued to your original payment method.

If water has already been added, the fountain is considered used and does not qualify for a standard unused return. That doesn’t mean you’re out of options. Contact us and we’ll review the appropriate solution for your situation.

Please do not send a used fountain back unless our team specifically asks you to.

What If I Receive a Replacement?

If we send you a replacement to resolve a product issue, the replacement fulfills that original claim. It does not restart or extend the 30-Day Satisfaction Guarantee or the standard return window tied to your original order.

If the replacement itself arrives damaged or develops a verified product issue, contact us and we’ll make it right under the applicable warranty or product-support coverage.

If a refund is later approved after a replacement has already been provided, we may require the replacement fountain to be returned before the refund is processed. If a return is required, we’ll provide the return instructions and confirm whether any return shipping fees apply.

How Do I Start a Return?

Email help@trypurestream.com with:

  1. Your order number.
  2. A brief explanation of the return.
  3. A photo or short video showing the condition of the fountain when applicable.

If a physical return is approved, we’ll send the return instructions and, where applicable, a return label. Depending on the reason for the return, return shipping fees may apply.

If a return label is provided, use that label and hand the parcel to the carrier within 7 calendar days. Keep your tracking or drop-off receipt until your return is complete.

Please wait for return authorization before sending anything back. This helps us make sure your return reaches the correct facility and can be identified when it arrives.

What Happens After I Send My Return?

Most return shipments reach our return facility within approximately 3-5 business days,
depending on the carrier and your location.

Once your return is delivered, please allow up to 7 business days for receiving, inspection, and processing.

We’ll check that:

  • The correct product was returned.
  • The required components are included.
  • The return meets the applicable return conditions.
  • The correct refund amount has been calculated.

Once an eligible return completes processing, the approved refund will be submitted to your original payment method. Your bank or card provider may require additional time for the credit to appear.

How Are Refunds Calculated?

Refunds are based on the amount actually paid for eligible merchandise after applicable discounts, promotions, credits, and adjustments.

Free gifts

Complimentary gifts and promotional products have no separate cash refund value.

Bundles and promotions

If you purchased through a bundle, promotion, or special offer, the eligible refund is based on the amount actually paid as part of that transaction.

Shipping protection

Shipping protection is a separate service associated with your shipment and does not increase the refundable value of your merchandise.

If I Receive a Full Refund, Do I Need to Return the Fountain?

When a physical return is required for a full refund, our support team will provide the return instructions and confirm whether any return shipping fees apply.

The refund is processed after the required fountain reaches our return facility and completes receiving and processing.

Our support team will confirm whether a return is required for your specific case.

What If My Order Has Already Shipped?

Orders that have already entered fulfillment or shipped may no longer be eligible for cancellation.

If your order is already on the way, contact us once it arrives and we’ll help determine the appropriate next step.

What If My Order Never Arrived?

Contact us at help@trypurestream.com.

You do not need to send a photo or video for an order that never arrived.

We’ll review the carrier tracking and fulfillment records and help determine the next step.

Full Return & Refund Terms

Return Window

Standard return requests must be submitted within 30 days of delivery. If an order arrives in multiple shipments, the 30-day period begins when the final item is delivered. Submitting a request begins the review process. Return eligibility and any applicable refund are confirmed through the review and return process.

Return Authorization

Products should only be returned after PureStream has authorized the return and provided return instructions. Return authorization allows the product to be shipped to our return facility. Final refund eligibility is confirmed after the applicable return has been received and processed.

Return Condition

Standard returns, where approved, must be unused. A fountain is considered used once water has been added. Products used by a pet are also subject to hygiene and sanitation considerations. This condition does not affect support for verified defects, damage, or warranty issues.

Return Shipping

Where a physical return is required, return shipping costs may apply depending on the reason for the return. PureStream covers the applicable return shipping for verified defects, damage, or incorrect items. Any applicable return shipping fee will be communicated as part of the return instructions. Customers are responsible for securely packaging the merchandise and handing it to the authorized carrier.

Processing

Authorized physical returns may require up to 7 business days for receiving, identification, inspection, and processing after delivery to the return facility. The applicable refund is submitted after an eligible return completes processing.

Refund Method

Approved refunds are submitted to the original payment method. Additional posting time required by banks or card issuers is outside PureStream’s control.

Promotional Value

Refunds are calculated using the amount actually paid for eligible merchandise. Complimentary promotional items have no standalone cash value.

Replacement Resolution

A replacement issued to resolve a product claim does not restart or extend the original 30-day Satisfaction Guarantee or standard return window. Replacement products remain eligible for applicable defect and warranty support. If a refund is later approved after a replacement has been provided, PureStream may require the replacement product to be returned before the refund is processed. Where a return is required, our team will confirm whether any return shipping fees apply.

Applicable Rights

Nothing in this policy limits any consumer rights or remedies that cannot legally be excluded under applicable law.