Refund policy

Returns & Refunds

This policy applies to purchases from the Whiskerys online store, operated by PRESNSE (“Whiskerys”, “we”, “us”).

30-day home trial

You may return your Whiskerys fountain within 30 days of the date it is delivered to your door. The fountain may be used — we want your cat to actually try it.

What can’t be refunded

Used filters.
Orders for filters only (including filter bundles and refill packs). These are non-refundable.
Fountains that have been intentionally damaged, tampered with, or modified.

If you return a fountain that was bought together with filters, any used filters are excluded from the refund.

How to start a return

Email hello@whiskerys.com within 30 days of delivery with your order number.
We will reply with the return address and instructions. Please don’t send items back without contacting us first — returns sent without instructions may not be accepted.
Pack the fountain and all of its parts securely. We recommend the original packaging and a tracked shipping service.

Return shipping

Return shipping is paid by the customer and is not refunded. We are not responsible for items lost or damaged on the way back to us, so please use a tracked service.

Inspection and refund

When your return arrives, we inspect the fountain to confirm it is working normally and has not been intentionally damaged or tampered with. Inspection takes up to 14 business days. If the fountain passes inspection, we issue your refund as soon as inspection is complete, to your original payment method. Your bank or card issuer may take additional time to post it to your account.

If a return does not pass inspection, we will contact you to explain why, and it will not be refunded.

Damaged, defective or incorrect items

If your order arrives damaged, defective or incorrect, email hello@whiskerys.com as soon as possible with your order number and photos, and we will make it right. Faults that appear after the return window may be covered by the warranty below.

Warranty

Every fountain includes a 1-year warranty covering eligible faults in the motor module and electronics under normal use. The optional 2-Year Extended Warranty adds two years on top of that, for three years in total. The warranty does not cover consumables (such as filters), damage caused by submerging the motor module, drops or impact, misuse, or modification. We do not sell individual spare parts; if an eligible fault occurs during the warranty period, we will handle the covered claim with a replacement fountain. To make a claim, email hello@whiskerys.com with your order number and a short description or video of the issue.