Refund & Returns Policy
At PawNura, we want you and your pet to love the Pura. If you're not completely satisfied, we're here to make it right.
30-Day Money-Back Guarantee We stand behind every order with a 30-day money-back guarantee. If you're not happy with your purchase for any reason, even after trying it with your pet, you may request a refund within 30 days of receiving your order.
Eligibility
- Your refund request must be made within 30 days of receiving your order.
- The guarantee applies even if the fountain has been opened or used, so you can genuinely try it with your pet.
- The guarantee applies to orders placed directly through our store and is limited to one claim per customer or household.
- To request a refund, just contact us using the details below.
How to Request a Refund Email us at support@trypawnura.com with your order number and a brief note about the reason. We'll take care of it quickly. In most cases you won't need to ship anything back, though for some orders we may ask you to return the item before your refund is issued.
Refunds Once your refund is approved, we'll process it to your original payment method within 5 to 10 business days. Depending on your bank or card issuer, it may take additional time for the refund to appear on your statement.
Fair Use of Our Guarantee To keep our guarantee fair and available for genuine customers, we reserve the right to request the return of an item before issuing a refund, and to decline refunds where we identify fraud, abuse, or repeated or excessive claims.
Damaged or Defective Items If your order arrives damaged or defective, email us at support@trypawnura.com within 7 days of delivery with a photo, and we'll send a free replacement or issue a full refund. There's no need to return the damaged item.
Replacement Filters For hygiene reasons, opened replacement filter packs are non-returnable. If a filter pack arrives defective, contact us and we'll make it right.
Questions Email us anytime at support@trypawnura.com and we'll be glad to help.