Refund policy
Our 30-Day Money-Back Guarantee
We want you and your pet to love MyPetSpring. If it's not the right fit, we'll make it right.
Full Refunds (Within 30 Days)
You can return your MyPetSpring fountain for a full refund within 30 days of delivery if the fountain is defective or damaged upon arrival
What we need from you:
- Contact us at support@mypetspring.com with your order number
- Fountain must be in resalable condition (cleaned, all parts included)
- Original packaging preferred but not required
Refund processing:
- We'll issue your refund within 3-5 business days of receiving the return
- Refunds go back to your original payment method
- You'll receive email confirmation once processed
Return Shipping Costs
We cover return shipping if:
- The fountain arrived damaged or defective
- We sent you the wrong product
- The fountain stopped working within 30 days
You cover return shipping if:
- You changed your mind
- Your pet won't use it (not a defect)
- You ordered the wrong size
Return shipping typically costs $8-15 via USPS. We'll provide a prepaid label for defective items.
Free Exchanges (Anytime)
Want to try a different size or switch from wired to wireless? Exchanges are always free.
Just email us and we'll send you a prepaid return label. Ship back your original fountain, and we'll send the replacement immediately.
Items We Cannot Accept Returns On
For health and safety reasons, we cannot accept returns on:
- Replacement filters (once opened)
- Fountains showing signs of pet use without cleaning (for sanitary reasons, please rinse before returning)
We can accept returns on fountains that haven't been used, as long as they're cleaned and all parts are included.
Warranty (Covers Defects Beyond 30 Days)
If your fountain develops a defect after 30 days, you're covered by our 1-Year Limited Warranty.
What's covered:
- Pump failure due to manufacturing defect
- Cracked or warped stainless steel bowl
- Electrical malfunctions (not caused by misuse)
What's NOT covered:
- Normal wear and tear (filter clogging, mineral buildup)
- Damage from drops, pets knocking it over, or improper cleaning
- Pump failure due to running without water
How to file a warranty claim:
- Email support@mypetspring.com with photos/video of the issue
- We'll troubleshoot with you (often fixable remotely)
- If defective, we'll send a free replacement part or full unit
Lost or Stolen Packages
If your tracking shows "delivered" but you didn't receive it:
- Check with neighbors, building management, or household members
- Wait 24 hours (sometimes carriers mark as delivered early)
- Contact us within 48 hours—we'll file a claim with the carrier
Once the carrier confirms the package is lost, we'll send a replacement at no charge.
International Returns
We currently only ship within the United States. If you're using a package forwarding service, returns must be shipped back to our US address. International return shipping costs are the customer's responsibility.
Questions About Returns?
"Do I get refunded for the filter I already installed?"
Yes, as long as it's still in the fountain. We can't refund opened spare filters.
"How long do refunds take?"
2 weeks after we receive your return. You'll get tracking when we receive it.
"What if it breaks after 1 year?"
The warranty ends at 1 year, but we still offer lifetime access to replacement parts at cost.
Our Commitment
We're a small business, and every return impacts us. But we'd rather lose a sale than keep an unhappy customer.
If something's wrong, email us first at support@mypetspring.com. We'll troubleshoot, offer tips, or process your return—whatever makes it right.
Thank you for giving MyPetSpring a try.
— The MyPetSpring Team
Contact Us:
📧 support@mypetspring.com
⏰ Response time: Within 24 hours (usually faster)