Refund policy

At VuraFlow™, we are dedicated to supporting your cat’s hydration and long-term wellness. We stand behind the quality of our professional-grade tools and offer a 365-Day Quality Promise to ensure your peace of mind. If you are not satisfied with your purchase for any reason, please contact our support team at support@vuraflow.com.

CANCELLATION POLICY

Please note that any changes or cancellations to an order must be made within 24 hours of placement. After this timeframe, we may be unable to accommodate your request as the order will have entered our automated fulfillment phase. If you cancel your order within 24 hours, we will process your refund within 10 business days.

RETURNS AND REFUNDS

The 365-Day Quality Promise

Our "Quality Promise" means you have a full year to introduce your cat to their new hydration routine. We understand that cats can be picky, which is why we allow you to try the VuraFlow Pro™ for 365 days from the date of delivery. If your cat does not take to the fountain after a fair trial, you may return it for a full refund, even if it shows minor signs of use.

Note: Excessive physical damage or missing core components may affect your eligibility for a full refund.

Standard Return Policy

For unused items, we offer a 30-day return window provided they are in their original packaging. We do not issue standard refunds for items damaged through misuse or neglect outside of our specified warranty terms. If a return is sent back without prior approval or falls outside of our documented policy windows, we reserve the right to charge a restocking fee of up to 25% of the purchase price.

Lifetime Warranty (Subscribers Only)

As part of our commitment to your cat's health, all VuraFlow Pro™ subscribers are covered by a Lifetime Warranty. This includes free replacement parts for life for as long as your subscription remains active. If any component (pump, tank, or spout) fails during normal use, contact us at support@vuraflow.com for an immediate replacement at no cost to you.

HOW TO INITIATE A RETURN

To start a return, email us at support@vuraflow.com within your eligibility window. Please include:

  1. Your Order Number.

  2. The reason for the return.

All returns must be approved by our team before you ship the product back. Approved returns should be sent in their original packaging whenever possible. Please include your order name and number inside the package.

  • Shipping Costs: Customers are responsible for return shipping costs unless the item was confirmed as damaged upon receipt. We do not reimburse original shipping fees.

  • Inspection: Please allow up to 10 business days for us to inspect your return once received.

  • Processing: Once approved, refunds typically take up to 40 business days to reflect on your statement, depending on your financial institution.

  • Currency: All refunds are processed in U.S. Dollars ($USD). VuraFlow is not responsible for fees associated with foreign currency exchange rates.

PRODUCT USAGE & SAFETY

We take feline safety seriously. Please follow all usage instructions and safety precautions provided with the VuraFlow Pro™. Failure to follow the "Filter Protocol" or using unapproved power adapters may result in damage for which we cannot be held responsible. If you notice any unusual behavior from your pet or the device, discontinue use immediately and contact our team.

DAMAGED ITEMS

We consider an item "damaged" if it has a manufacturing defect or is physically broken upon arrival. Dented shipping boxes with a functional product inside are not considered damaged.

If your item arrives broken, you must notify us within 48 hours of delivery. Email support@vuraflow.com with a clear photo of the damage. Eligible items will be replaced at no cost to you.

SHIPPING AND DELIVERY

While we strive for fast delivery, VuraFlow™ is not responsible for delays outside of our control (courier issues, customs, or global logistics factors). If your tracking shows a problem, please contact the courier directly. We are not responsible for lost or stolen packages once they are marked as "Delivered."

FRAUD PREVENTION

To protect our customers, we verify all billing and shipping addresses. We monitor transactions for suspicious activity and reserve the right to request additional verification or cancel orders that appear fraudulent.

VuraFlow™ reserves the right to modify this policy at any time. By purchasing and continuing to use our products, you indicate your acceptance of these terms. For the most up-to-date version, always refer to www.vuraflow.com.