Return And Refund Policy

HydroPurr Return & Refund Policy

This policy applies to all purchases made through our official website:
www.tryhydropurr.com

30-Day Satisfaction Guarantee

We want you (and your cat) to be completely happy with your purchase. That’s why HydroPurr offers a 30-day satisfaction guarantee on all eligible items.

If you’re not satisfied for any reason, you may request a return or exchange within 30 days of delivery.

Filter & Accessory Refund Policy

For hygiene and safety reasons, used filters are not eligible for refunds or exchanges.

  • Unused filters may be returned only if they are sealed and in original packaging

  • Accessories must be unused and undamaged to qualify for return

Return Shipping Responsibility

Customers are responsible for return shipping costs.
We do not provide prepaid return labels unless the item arrived damaged or defective.

Original shipping fees (including priority shipping or shipping protection) are non-refundable.

Damaged or Incorrect Items

Received the wrong item or something arrived damaged? We’ve got you.

If your order arrives damaged or incorrect, please email us at
📧 support@tryhydropurr.com within 30 days of delivery and include:

  • Your order number

  • Clear photos of the item(s) received

  • A photo of the packaging with the shipping label visible

Once verified, we’ll send a replacement at no additional cost (subject to availability).

Please note: We cannot issue refunds for damage caused by the courier during transit, but we will always try to help with a replacement when possible.

Exchanges

We do offer exchanges on eligible products.

To qualify:

  • Requests must be made within 30 days of delivery

  • Items must be unused and in original packaging

  • Customers are responsible for return shipping unless the item was damaged or defective upon arrival

How to Start a Return

We don’t currently offer a self-service return portal, but starting a return is easy.

Just email us at
📧 support@tryhydropurr.com
with your order number and reason for return, and our team will guide you through the next steps.

Refund Process

Once we receive and inspect your return:

  • Refunds are issued to the original payment method

  • Processing time: 5–7 business days

  • You’ll receive a confirmation email once your refund has been issued

Shipping Policy Summary

  • Order processing: 1–3 business days

  • Priority shipping: Delivered in up to 4 business days after processing

  • Standard shipping: Delivered in 2–8 business days after processing

Delivery times may vary due to carrier delays, holidays, or high-volume periods.

Need Help?

We’re always happy to help.

📧 Email: support@tryhydropurr.com
🕘 Hours: Monday – Friday, 9am – 5pm
💬 Response time: Within 24 hours