Refund policy

REFUND & RETURN POLICY

At Avelo, we want you and your cat to love your fountain. If something isn't right, here's how we handle returns and refunds.

OUR 30-DAY PROMISE
You may request a return within 30 days of delivery, subject to the conditions below.

DEFECTIVE OR DAMAGED ITEMS
If your item arrives damaged or develops a fault, contact us at hello@getavelo.com within 30 days. For many issues (such as a pump not working), we can ship a free replacement part right away — no need to return the whole fountain. Where a replacement isn't suitable, we'll arrange a replacement unit or a full refund. Defective items are always covered at no cost to you.

CHANGE-OF-MIND RETURNS
If you simply change your mind, we accept returns of unused items in their original, unopened packaging within 30 days. For change-of-mind returns:
- The customer is responsible for return shipping.
- A restocking fee of 15% applies to cover inspection and repackaging.

HYGIENE & USED ITEMS
For health and safety reasons, water fountains, filters, and related accessories that have been opened, used, or come into contact with water or pets cannot be returned unless they are defective. This protects the safety of all our customers and is standard for pet hydration and consumable products.

NON-RETURNABLE ITEMS
- Opened or used fountains, filters, sponges, and consumables (unless defective)
- Gift/bonus items included free with a bundle (these carry no standalone cash value and cannot be returned or refunded separately)
- Items returned more than 30 days after delivery

HOW TO START A RETURN
Email hello@getavelo.com with your order number and reason for return. We'll review your request and, if eligible, send return instructions. Please don't send items back before receiving confirmation.

REFUND PROCESSING
Once we receive and inspect your return, we'll notify you of approval. Approved refunds are issued to your original payment method within 5–10 business days, minus any applicable return shipping and restocking fees.

QUESTIONS?
We're here to help — reach us at hello@getavelo.com.