Refund policy
# Return & Refund Policy
**KittySprings™**
Last updated: August 9, 2026
We want you and your cat to be happy with your KittySprings fountain. This policy explains your rights when it comes to returns, refunds, and our 60-Day Guarantee.
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## 1. Your 14-Day Statutory Right to Cancel
If you're a consumer in the UK, you have a **legal right to cancel your order within 14 days** of receiving it, for any reason — this applies under the Consumer Contracts Regulations 2013 and exists regardless of anything else in this policy.
To cancel under this right:
- Tell us within 14 days of delivery (email nadfueluk@gmail.com or use the contact details below)
- Return the item within 14 days of telling us, in its original condition where reasonably possible
- You are responsible for return postage costs unless the item is faulty (see Section 3)
- We'll refund you within 14 days of receiving the item back, using your original payment method
**Exception — Replacement Filters:** Filters are excluded from this 14-day right **once their sealed packaging has been opened**, for hygiene reasons. If a filter pack arrives to you still factory-sealed and you return it unopened, you remain entitled to a refund under this section. Once opened, filters are non-refundable under this 14-day right (faulty filters are still covered under Section 3 below).
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## 2. Our 60-Day Guarantee — Faulty or Defective Products Only
In addition to your statutory rights, we back every KittySprings fountain with a **60-Day Guarantee against faults and defects**.
This means: if your fountain develops a genuine fault or defect within 60 days of delivery — such as a pump failure, a leak from a manufacturing defect, or a component that doesn't work as intended — we will offer you, at our discretion, a **repair, replacement, or full refund**.
**This guarantee does not cover:**
- Change of mind after the 14-day statutory window has passed
- Damage caused by misuse, accidental damage, or failure to follow care instructions
- Normal wear and tear
- Replacement filters (see Section 4)
- Issues caused by using non-genuine or third-party filters or parts
To make a claim under this guarantee, contact us at nadfueluk@gmail.com with your order number, a description of the fault, and photos or video where possible. We may ask you to send the item back to us for inspection before issuing a repair, replacement, or refund.
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## 3. Your Rights Under the Consumer Rights Act 2015
Separately from both of the above, if your item is faulty, not as described, or not fit for purpose, you have additional statutory rights under the **Consumer Rights Act 2015**, including the right to a repair, replacement, price reduction, or refund depending on how long you've owned the item. These rights exist for up to 6 years in England and Wales (though the practical remedy available typically changes over time) and are not affected by, or limited by, our 60-Day Guarantee above.
If your item is faulty, return postage costs will be covered by us.
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## 4. Replacement Filters
Because filters are a hygiene product that comes into contact with your cat's drinking water, **replacement filters are non-refundable once opened**, whether purchased as a one-time item or via subscription.
- If a filter pack arrives damaged, faulty, or incorrect, contact us at nadfueluk@gmail.com and we'll replace it at no cost.
- If you wish to cancel your filter subscription, you can do so at any time before your next scheduled order — see Section 5.
- Unopened, unused filter packs returned within 14 days of delivery remain eligible for a refund under Section 1.
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## 5. Cancelling Your Filter Subscription
Your filter subscription is opt-in and can be paused or cancelled at any time with no penalty. To cancel:
- Email us at nadfueluk"gmail.com with your full name, and order number
Cancelling stops all future charges. It does not entitle you to a refund on filter packs already delivered and opened.
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## 6. How Refunds Are Processed
Once we've received and inspected your return (where applicable), we'll notify you of the outcome. Approved refunds are issued to your original payment method within **[X] business days**. Your bank or card provider may take additional time to show the refund on your statement.
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## 7. Damaged or Incorrect Orders
If your order arrives damaged, incomplete, or incorrect, contact us within [X] days of delivery at nadfueluk@gmail.com with your order number and photos. We'll arrange a replacement or refund at no cost to you — this is separate from, and does not use up, your 60-Day Guarantee or statutory rights.
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## 8. Contact Us
**Email:** nadfueluk@gmail.com
**Post:** 167-169 Great Portland Street, London W1W 7LT