Política de reembolso

Puripets

We want you and your pet to be completely happy with your Puripets fountain. If something isn't right, returning it is simple.

This policy explains both your statutory rights as a consumer in the EU and the extra money-back guarantee we offer on top of them.

Your 14-Day Right of Withdrawal

As a consumer in the EU, you have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period ends 14 days after the day on which you, or someone you nominate, receive the goods.

To exercise this right, send us a clear statement of your decision — email hola@getpuripets.com with your order number before the 14 days are up. You may use the standard model withdrawal form, but it is not required.

After telling us, you must send the goods back within 14 days. You are responsible for the direct cost of returning them. You are only liable for any reduced value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.

We will refund all payments received from you, including the standard outbound delivery cost, within 14 days of being informed of your decision. We may withhold the refund until we have received the goods back, or until you provide proof that you have sent them, whichever happens first. Refunds are made to your original payment method at no extra cost to you.

Our 365-Day Money-Back Guarantee

On top of your statutory rights, we offer a 365-Day Money-Back Guarantee. If you are not happy with your fountain for any reason, you have 365 days from the day you receive your order to request a refund — even if you have already used it.

To start, email hola@getpuripets.com and we will send step-by-step instructions. Please wait for our approval before sending anything back; requests without prior approval cannot be processed.

To receive your refund under this guarantee, the fountain must be returned to us. You are responsible for the cost of return shipping for guarantee returns. Once we receive the fountain and approve your request, we will refund the price you paid for the product.

Eligibility for the 365-Day Guarantee

To qualify for the 365-Day Money-Back Guarantee, you must:

•     Have purchased directly from our official website, getpuripets.com

•     Submit your request within 365 days of receiving your order

•     Provide your original order number and the email address used at checkout

Bulk orders, wholesale purchases, and orders bought through third-party resellers are not covered by this guarantee. This does not affect your statutory rights.

Faulty, Damaged or Defective Items

If your fountain arrives damaged, or develops a fault, you are protected by the legal guarantee of conformity — which in Spain lasts 3 years from delivery — as well as by our 5-year commercial warranty.

If your order arrives damaged or incomplete, contact us within 7 days of delivery at hola@getpuripets.com with:

•     Your order number

•     Clear photos of the damaged item and its packaging

We will arrange a free replacement or refund as quickly as possible, and you will not need to return the damaged item unless we ask you to.

If a fault appears later, contact us with your order number and a short description (with photos or video if possible). We will arrange a repair, replacement, or refund in line with your legal and warranty rights, at no cost to you.

Delivered but Not Received

If your order is marked as delivered but you have not received it, please:

1.  Check your mailbox, doorstep, safe delivery spots, and ask your neighbours or building reception.

2.  Wait 48 hours — couriers sometimes scan a parcel as delivered early, and it arrives shortly after.

3.  Still missing? Email hola@getpuripets.com with your order number and confirmed shipping address, and we will investigate with the courier and put things right.

Wrong Item Ordered

Not sure which model or size is right for you? Contact us before you order and we will gladly help.

If you ordered the wrong item, email us as soon as possible at hola@getpuripets.com. We will try to cancel the order before it ships, but we cannot guarantee cancellation once processing has begun. If it has already shipped, you can still return it under your 14-day right of withdrawal or our 365-Day Money-Back Guarantee, as described above.

Incorrect Address

We ship to the address provided at checkout and cannot change it once fulfilment has begun. If a parcel is delivered to the wrong address because of an error in the address you provided, we can help you place a replacement order; additional shipping charges will apply. Please double-check your shipping address before submitting your order.

How Refunds Are Issued

Approved refunds are issued to your original payment method, normally within 1–3 business days of approval and always within the statutory time limits. Your bank or card provider may take additional time to post the refund to your account. If more than 15 business days have passed and you still have not received it, email hola@getpuripets.com and we will look into it right away.

Contact

For any refund, return, or order-related question, contact our Customer Care team at hola@getpuripets.com. We respond within 24 hours on business days (Monday–Friday).