Refund policy
Last updated: May 17, 2026
At Eyoria, we want you and your cat to love your fountain. If something isn't right, we're here to make it right — without sending packages back across the world.
Our 30-day satisfaction guarantee
You have 30 days from the date of delivery to request a refund. We've designed our return process to be as simple as possible: in most cases, you keep the product and we refund you.
How to request a refund
Email us at contact@eyoria.com within 30 days of delivery with:
- Your order number
- The reason for your request
- A photo or short video of the product showing the issue (this applies to all refund requests, including change-of-mind)
We review each request within 2 business days and respond by email.
Our refund policy
Once your refund request is approved, we will choose at our discretion between two options:
(1) Keep the product — In most cases, you will not be asked to return the fountain or filter pack. You may keep it, give it to a neighbor, donate it to a shelter, or recycle it.
(2) Free return by mail — In some cases, we may provide you with a prepaid return label (at no cost to you) to send the product back.
In both cases, we refund the full purchase price to your original method of payment within 5-10 business days. Return shipping, when applicable, is always free for you.
This applies whether your product arrived damaged, defective, didn't meet your expectations, or you simply changed your mind.
Why we do it this way
International return shipping is expensive and slow, and we'd rather use those resources to give you a full refund quickly. If the product doesn't work for your cat, give it to a neighbor, donate it to a local shelter, or recycle it responsibly.
When a refund may be declined
To protect against abuse, we may decline a refund request in the following specific cases:
- The request is made more than 30 days after delivery
- No photo or video is provided to support the request
- The product shows clear evidence of misuse or damage caused after delivery (drops, exposure to non-water liquids, disassembly attempts)
- A pattern of repeated refund requests is detected from the same customer
In these cases, we'll explain our reasoning by email and offer alternatives where appropriate.
Damaged or defective items
If your fountain arrives damaged or stops working within the first 30 days, contact us at contact@eyoria.com with photos or a short video. We'll process your refund as a priority.
Late or missing refunds
If you haven't received your refund within 10 business days of approval:
- Check your bank account again
- Contact your credit card company — it may take some time before the refund is officially posted
- Contact your bank
- If you've done all of this and still haven't received your refund, email us at contact@eyoria.com
Questions
For any question about refunds, reach us at contact@eyoria.com. We typically respond within 24 hours on business days.
Eyoria Lyon, 69001, France