Refund policy

90-Days Guarantee – Risk-Free Purchase (HydroPaws™)

At HydroPaws™, we want you and your pet to feel confident with your purchase.

We offer a 90-day return policy, which means you have 90 days from the date you receive your item to request a return, subject to the conditions below.

Products Covered Under the 90-Day Guarantee

Only the HydroPaws™ Water Fountain is covered under our 90-day money-back guarantee.

All other items in our Accessories category — including but not limited to water pumps, mats, filters, cables, and other personal-use components — are non-returnable and non-refundable once delivered.

This also applies to any guarantees or add-ons, including the Lifetime Water Pump Replacement Warranty.

90-Day Money-Back Guarantee (Water Fountain Only)

We want both you and your pet to be completely satisfied. If at any point within 90 days your pet does not adapt to or like the HydroPaws™ Water Fountain, you may request a return provided that:

  • The product is in good condition

  • The original box and packaging are included

  • Proof of purchase is provided

Order Cancellations

  • Orders can be cancelled within 1 hour of purchase

  • After 1 hour, the order can no longer be cancelled and must be returned once delivered (if eligible)

How to Start a Return

To request a return, please contact us at:

Support@tryhydropaws.com

Please note:

  • Customers are responsible for all return shipping costs, unless explicitly stated otherwise by our support team

  • We do not provide prepaid return labels

  • We strongly recommend using a trackable shipping method

Damages, Defects & Incorrect Items

Please inspect your order immediately upon delivery.

If your item arrives damaged, defective, or incorrect, contact us right away so we can assess the issue and help resolve it.

For any damage or defect claims:

  • Photo or video evidence is required before a refund or replacement can be approved

  • This helps us verify the issue and comply with carrier insurance requirements

Please note:

  • Personal dissatisfaction, misunderstanding of product features, or preference issues (such as plug-in requirements, size selection, or design expectations) are not considered defects

  • Products that function as described on our website are considered acceptable

Non-Returnable Items & Exceptions

We do not accept returns for:

  • Accessories and add-ons (pumps, mats, filters, etc.)

  • Sale items

  • Gift cards

  • Custom or personalized products

  • Items damaged due to misuse, improper setup, mishandling, or pet-related damage (including chewed cords, bite marks, broken parts)

If you’re unsure whether your item is eligible, please contact us before attempting a return.

Exchanges

The fastest way to receive a different item is to:

  1. Return the eligible product (if approved)

  2. Place a new order separately once the return is accepted

European Union – 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of delivery for any reason.

Returned items must be:

  • Unused

  • In original condition and packaging

  • Accompanied by proof of purchase

Return shipping costs still apply.

Delivery & Liability After Dispatch

Once an order has been marked as “delivered” by the courier to the address provided at checkout, HydroPaws™ is no longer liable for lost, stolen, or misplaced packages.

Our responsibility ends upon confirmed delivery. It is the customer’s responsibility to ensure a safe and secure delivery location.

Changes After Dispatch

Once an order has been dispatched, we are unable to modify delivery instructions, addresses, or special notes. Any changes must be arranged directly with the shipping carrier using the tracking information provided.

Return Address

If your return is approved, our support team will provide the correct return address and instructions.

Returns sent without prior authorization may not be accepted.

Refund Processing

Once we receive and inspect your return:

  • You will be notified of approval or rejection

  • Approved refunds are processed to the original payment method within 10 business days

Please allow additional time for your bank or card provider to post the refund.

If more than 10 business days have passed since approval, please contact us at:

Support@tryhydropaws.com