Refund policy
Last updated: June 16, 2026
We want you to order with confidence. If something isn't right, here's exactly how returns and refunds work at PurrFlow.
30-Day Standard Return Policy
• Unused and unassembled products can be returned within 30 days of delivery.
• Customer pays return shipping for preference-based returns.
• Defective, damaged, or incorrect products receive a replacement or refund at no cost to you.
• Opened or used fountains are not returnable for ordinary buyer's remorse.
What "unused and unassembled" means
To qualify for a preference-based return, your PurrFlow must be in the same condition you received it: not assembled, not run with water, with all parts, filters, and accessories included, and in the original packaging. Because hygiene matters for a product your cat drinks from, we cannot accept fountains that have been assembled or used and are being returned simply because you changed your mind.
How to start a return
Email support@flowpurr.shop with your order number and the reason for your return. We'll reply with return instructions and the return address. Please do not ship anything back before contacting us — returns sent without prior authorization may not be processed.
Return shipping costs
• Preference-based returns (you changed your mind, etc.): you are responsible for return shipping costs. Original shipping charges, if any, are non-refundable.
• Defective, damaged, or incorrect items: we cover return shipping and send a replacement or issue a full refund — your choice.
Damaged, defective, or incorrect items
Please inspect your order on arrival. If your PurrFlow arrives damaged, defective, or you received the wrong item, contact us at support@flowpurr.shop within 7 days of delivery with your order number and photos of the issue. We'll make it right with a free replacement or a refund.
Refunds
Once we receive and inspect your returned item, we'll notify you whether your refund is approved. Approved refunds are issued to your original payment method within 5 business days. Depending on your bank or card issuer, it may take additional time for the refund to appear on your statement.
Non-returnable items
• Opened or used fountains returned for ordinary buyer's remorse.
• Replacement filters and other consumables once opened, for hygiene reasons.
• Gift cards.
• Items returned more than 30 days after delivery.
Exchanges
The fastest way to exchange an item is to return the eligible item and place a new order. For defective or damaged items, we'll send a direct replacement at no cost.
Filter subscription
If you opted into our automatic filter delivery, you can pause or cancel it anytime from your account or by emailing support@flowpurr.shop. See our Terms of Service for full subscription details.
Questions
We're happy to help. Reach us at support@flowpurr.shop and we'll get back to you within 1–2 business days.
PurrFlow™ · Anthony Giorgione
2303 Plymouth Rock Dr, Jefferson City, Missouri 65109, USA
support@flowpurr.shop