Refund policy
Last updated: 17 October 2026
Our 365-Day Happy Cat Guarantee
Try your H2OKitty fountain for up to 365 days. If it isn't right for you or your cat, return it and we'll refund what you paid for it.
- How long you have: up to 365 days from the day your order was delivered (day 1 is the delivery date in your tracking).
- Before you claim, let us help. Most cats take 3 to 7 days to get used to a fountain. If your cat won't drink from it, email us first: we'll share our step-by-step plan and check the flow and set-up with you. If it still isn't working, we'll refund you.
- How to claim: email hello@h2okitty.com with your order number and a line on what didn't work. We'll reply within one business day and email you the return address.
- What to send back: the fountain(s) only. You can keep the filters, cleaning kit, mat and guide. Please empty and dry the fountain and pack it securely. A used fountain is fine.
- Return shipping: you pay the cost of posting the fountain back to us. We recommend a tracked service, as we can't refund a parcel that doesn't reach us.
- Your refund: once the return arrives, we refund the price you paid for the fountain(s) to your original payment method within 5 to 10 business days. Free shipping on your original order is not charged back.
- Filter plan: cancelling your filter plan is separate and free at any time (see our Filter Plan Terms). Filter deliveries that have already been charged are not covered by the guarantee.
This guarantee is in addition to your legal rights.
Warranty
Every H2OKitty fountain has a warranty against defects in materials and workmanship:
- 3 years on the Starter set.
- 5 years on the Best Value and Two Floors sets.
If the pump or the fountain stops working because of a defect, email us with your order number and a short photo or video of the problem. We'll send a free replacement pump or fountain, with free shipping. The warranty doesn't cover filters (they are consumables), accidental damage, misuse, or damage from running the pump without water.
Damaged, faulty or wrong items
If your order arrives damaged or faulty, or isn't what you ordered, email us within 7 days of delivery with your order number and a photo. We'll send a free replacement or refund you, whichever you prefer. You don't need to send anything back.
Lost orders
If your tracked order hasn't arrived within 10 business days after the estimated delivery window in our Shipping Policy, email us and we'll investigate with the carrier. If it's lost, we'll resend it or refund you in full.
UK customers
If you're a consumer in the UK, you also have the right to cancel your order within 14 days of receiving it, without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Email us within 14 days of delivery to cancel. Your statutory rights under the Consumer Rights Act 2015 are not affected.
Contact
Email: hello@h2okitty.com
Hyde Digital Ltd, trading as H2OKitty, 167-169 Great Portland Street, London W1W 5PF, United Kingdom