Refund policy

Refund Policy — Velunari's 30-Day Happy Cat Guarantee

We want you and your cat to love your Velunari fountain. If you're not satisfied, we're here to make it right.

Returns & Refunds

You have 30 days from the delivery date to request a return or refund. To start one, email us at support@velunari.ca with your order number and a brief note about the issue.

If the item is unused and in its original condition, we'll provide a full refund to your original payment method once we receive it back, typically processed within 5–7 business days. Return shipping costs are covered by the customer unless the item arrived damaged or defective.

For hygiene reasons, used filters and hoses cannot be returned once opened, but they're covered under our damaged/defective policy below.

Damaged or Defective Items

If your fountain arrives damaged or isn't working as expected, contact us within 48 hours of delivery with photos of the issue. We'll cover the cost of a replacement or a full refund — no return shipping required on your end.

Order Cancellations

Orders can be cancelled free of charge within 12 hours of purchase. After that, your order may already be in processing and cannot be cancelled, but our standard return policy still applies once it arrives.

Questions

Reach us anytime at support@velunari.ca. We typically respond within 24 hours.