Refund & Returns Policy

30-day returns

You can return your PurePaws Flow™ pet fountain within 30 days of delivery for a refund. The window starts on the date the carrier marks your package as delivered.

Condition requirements

To be eligible for a full refund, the item must be:

• In its original condition, clean and dry
• Complete with all original components, pump, stainless steel tray, and power adapter
• In its original packaging where possible

We understand you may want to inspect and test the fountain with clean water before deciding. A fountain that has been inspected is returnable. A fountain that has been visibly damaged, modified, or returned heavily soiled or incomplete will be assessed, and we will contact you before making any decision rather than simply refusing the return.

How to start a return

1. Email info@maktsltd.com with your order number and the reason for the return.
2. We reply within 24–48 hours with an RMA number and return instructions.
3. Write the RMA number clearly on the outside of the box and ship it to the returns address below.

Returns address

Return shipping cost

If the return is because the item is defective, damaged or not what you ordered, we cover return shipping and send you a prepaid label.

If you are returning for any other reason — changed your mind, wrong size for your space, doesn't match your expectations — return shipping is at your cost. We recommend a tracked service; we cannot refund a return we never receive.

Refunds

Once your return arrives and passes inspection, we issue the refund to your original payment method within 5 business days. Your bank or card issuer may take a further 3–10 business days to post it.

Refunds cover the price of the item. Original shipping was free, so there is nothing to deduct there.

Exchanges

We sell a single product in a single size, so we do not run exchanges. If your item is defective we will send a replacement rather than asking you to reorder.

Damaged on arrival

Photograph the packaging and the item and email us within 7 days of delivery. We will replace it or refund you in full, and you will not need to ship anything back in most cases.

Questions

Email info@maktsltd.com or call +44 7441921719, Monday to Friday, 9:00 AM – 6:00 PM GMT.