Refund policy

Returns & refunds

We want you to feel confident shopping with FurSwift. If your order is not right for you, contact support@furswift.com with your order number before sending anything back.

60-day money-back guarantee — all products

Every FurSwift product is covered by our 60-day money-back guarantee. Your guarantee takes effect on your purchase date, and you have 60 calendar days from delivery to request a return. You may open and normally use your product according to its supplied instructions. If the fit, your pet’s comfort, or the product’s place in your everyday routine is not right for you, contact us within this period.

Requesting and shipping a return

Email support@furswift.com with your order number and the item you would like to return. For eligible returns within Canada and the United States, FurSwift provides a prepaid standard return label. No restocking fee applies. Contact us first for the correct return address and instructions; do not send an item to the address on its original shipping label unless we confirm it is the return address.

Please ship your return within 14 calendar days of receiving the return label. Return the product clean and dry, following its care instructions, with its supplied parts and accessories. Original packaging is not required. For electrical products, do not immerse electrical components when cleaning.

Refunds

After receiving and inspecting your return, we will notify you and issue a refund within 10 business days to your original payment method. The refund covers the product price actually paid after discounts and applicable product taxes. Your bank or payment provider may require additional processing time. Optional expedited shipping charges are non-refundable except where required by law.

Guarantee conditions

The guarantee covers normal household use. Damage caused by misuse, unauthorised modification or accidental damage is excluded. There is no minimum number of uses required. Each order is covered by the return terms offered on its purchase date unless FurSwift agrees to extend them.

Damaged, defective or incorrect items

Please contact us promptly if your item arrives damaged, is defective or is different from what you ordered. Include your order number, a description of the issue and photos where available. We will help arrange an appropriate replacement or refund and cover any return shipping we require for a confirmed issue. The satisfaction-guarantee conditions do not limit your rights concerning faulty or incorrectly supplied goods.

Exchanges and cancellations

Contact us if you would like an exchange and we will explain the available options. To request a cancellation or order change, email us as soon as possible. We cannot guarantee changes once processing or shipping has begun.

Refill packs and subscription orders

The 60-day money-back guarantee applies to fountain purchases, bundles, one-time refill packs and each paid subscription refill order. Each shipment has its own 60-calendar-day return request period starting on delivery. Contact us before sending back a refill pack, especially if cartridges or sponges have been used, so we can provide appropriate return instructions.

Cancelling, pausing or skipping a subscription stops or changes future renewals. It does not automatically cancel or refund an order that has already been charged or processed. To request a change to an existing order, email support@furswift.com promptly; changes cannot be guaranteed once processing or shipping has begun.

A return or refund does not automatically cancel future subscription renewals. If you also want to stop future shipments, cancel through Subscriptions in your customer account, use Manage your subscription in our website footer, or ask us to cancel it for you. There is no subscription cancellation fee or minimum number of renewals.

Limited lifetime fountain warranty — arrival defects only
Covers fountains or components that arrived defective and require replacement. Email support@furswift.com with your order number, a description and clear photo proof. After approval, return the original fountain with the defective component—or the complete unit if the fountain itself is defective. Replacement follows receipt and confirmation of the defect. FurSwift covers required return shipping for confirmed defects. This is separate from the 60-day money-back guarantee and does not limit statutory consumer rights.

Your consumer rights

This policy and our satisfaction guarantee do not exclude or limit any rights or remedies available under applicable consumer protection law.