Refund policy
We want you and your pets to love your WoofWell fountain. If you don't, we'll make it right.
7-day returns
You have 7 days from the day your order is delivered to return your fountain. If you're not happy with it for any reason, you can return it for a full refund of the purchase price, even if you've set it up and used it.
To qualify, please:
- Email us at hello@woofwell.co.za within 7 days of delivery with your order number and the reason for the return.
- Wait for our return instructions before sending anything back. Items sent back without a return request can't be processed.
- Return the fountain with all its parts (bowl, spout, pump and USB cable) and, where possible, the original packaging.
For hygiene reasons, filter pads that have been opened or used can't be returned for a change of mind. Unopened filter packs can be returned within 7 days.
For change-of-mind returns, the cost of sending the item back is for your account. We recommend a trackable service, as we can't refund items that don't reach us.
Damaged, faulty or incorrect items
Please check your order when it arrives. If anything is damaged, faulty or not what you ordered, email us within 7 days of delivery with your order number and a photo of the problem. We'll send a replacement or give you a full refund, and we'll cover the return shipping.
Refunds
Once we receive and inspect your return, we'll email you to confirm. Approved refunds are paid back to your original payment method within 5 to 10 business days. Your bank may take a few extra days to show the money in your account.
Exchanges
If you'd like a replacement instead of a refund, just tell us in your email and we'll arrange it.
Bundle orders
If you bought a bundle and return only part of it, your refund will be the bundle price minus the full price of the items you're keeping (R1,199 per fountain and R199 per pack of 4 filters).
Questions
Email us at hello@woofwell.co.za. We answer every message ourselves, usually within one business day.