Refund Policy

Our 60-day money-back guarantee starts from the date your order is delivered. If at any point your dog does not adapt to the fountain or simply doesn't like it, you may return it within this window.

• PawSoothe Fountain — fully covered under the 60-day money-back guarantee, regardless of sale status.
• Accessories — pumps, mats, filters, and replacement parts are considered personal-use components. For hygiene reasons these are non-returnable once used or delivered, unless the item arrives damaged or defective.
• Service-based guarantees — we do not issue refunds for digital or service-based guarantees such as the Lifetime Water Pump Replacement Guarantee.
• Final Sale items & gift cards — these are non-returnable.

Orders placed as part of a subscription are not eligible for the standard 60-day money-back guarantee.

If you wish to request a refund for your most recent subscription shipment, you must contact us within 7 days of delivery. To be eligible, the item must be unopened, unused, and in its original packaging.

Subscription orders that have already been processed or shipped prior to cancellation are not refundable. Canceling a subscription prevents future charges only — it does not apply retroactively. Any prepaid charges for orders not yet processed at the time of cancellation will be refunded.

If a subscription shipment is lost or significantly delayed, please contact us at hello@pawsoothe.com so we can investigate and offer a replacement or refund where appropriate.

To be eligible for a return, the following must apply:

• The item must be in good condition
• Original packaging must be included
• Proof of purchase is required

To start a return, contact us at hello@pawsoothe.com for authorization before shipping anything back to us.

Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect, contact us immediately with photo or video evidence. This allows us to verify the claim and comply with carrier insurance requirements.

The fastest way to get a different item is to return the one you have and, once the return is accepted, place a new separate order.

If your order is being shipped into the European Union, you have the right to cancel or return it within 14 days for any reason and without justification. The item must be in the same condition you received it — unused, and in its original packaging.

Once an order has been marked as "delivered" by the courier, our responsibility for the package ends. It is the customer's responsibility to ensure a secure delivery location. We are unable to issue refunds for packages stolen after confirmed delivery.

• Refused deliveries — we strongly encourage customers to accept delivery. Refused shipments are handled by carriers and customs and are often not returned to our warehouse. If a package is not successfully returned due to refusal, we cannot process a refund.
• Unclaimed packages — orders returned due to an incorrect address or failure to collect may not be eligible for a full refund if the package is lost in return transit.

To qualify for a refund — including under the 60-Day Guarantee — please follow these steps in order:

Any chargeback filed for an order that was refused or abandoned will be contested using carrier tracking confirmation and this policy as evidence. We recommend contacting our support team first — we are committed to resolving all issues fairly under our 60-day guarantee.

We will notify you once we've received and inspected your return. If approved, you'll be automatically refunded to your original payment method within 10 business days.