If something isn't right, we want to fix it. Please read the details below, and if your situation isn't covered, just email us — we would rather solve it than hide behind a policy.
You may return an item within 14 days of delivery.
Items must be unused, unwashed, and returned in their original packaging with all parts included. Water fountains that have been filled or run cannot be returned for hygiene reasons unless they are faulty.
Email support@purrveil.co with your order number and a short note about what went wrong. We will reply with return instructions within 1–2 business days. Please do not send anything back before contacting us — returns without prior approval cannot be processed.
If the item is faulty, damaged in transit, or we sent the wrong product, we cover return shipping and send a replacement or full refund at no cost to you.
If you simply changed your mind, return shipping is at your own cost.
If your fountain stops working within 30 days of delivery, contact us. In most cases we will send a replacement without asking for the original back.
Once your return arrives and passes inspection, we issue a refund to your original payment method within 3 business days. Depending on your bank or PayPal, the money usually appears within 5–10 business days.
Orders can be cancelled for a full refund any time before they are dispatched. Once tracking has been issued, please use the return process above.
Items returned after 14 days, items missing parts or packaging, and used fountains that are not faulty.
