Refund policy

Return & Refund Policy-WAGWELLS

At WAGWELLS, we’re committed to helping dogs stay hydrated with clean, flowing water — and we understand that dogs can take time to adjust to something new. Please review our policy carefully before initiating a return.

By placing an order with WAGWELLS, you agree to the terms outlined below.

🐾 Adjustment Period for Dogs

Dogs are naturally cautious creatures. When introduced to a new water source, especially a stainless steel fountain with flowing water, it can take time for them to feel comfortable.

For this reason, we recommend allowing up to 21 days for your Dog to fully adjust to using the WAGWELLS fountain before requesting a return.
Many customers find that their dog begins using the fountain consistently after an initial adjustment period.

📦 Return Eligibility

You may request a return if all of the following conditions are met:

  • The request is submitted within 30 days of delivery

  • The product is returned in original condition, including all components and accessories

  • The item is not damaged, altered, or excessively worn

  • Proof of purchase is provided

Returns due to dog non-use or preference are reviewed on a case-by-case basis, as adjustment time varies between dogs. Store owners decision shall be the final in such cases.

🚫 Non-Returnable Items

The following items are not eligible for return:

  • Used or opened filters

  • Items missing original parts or packaging

  • Products damaged due to misuse, improper cleaning, or neglect

  • Final sale or clearance items (if applicable)

  • Products above 30 days of delivery

🚚 Return Shipping

  • Return shipping costs are the responsibility of the customer

  • Return shipping done without prior authorization from us will not be entertained for refund.

  • Original shipping fees are non-refundable

  • Due to the size and weight of dog water fountains, return shipping costs may be significant

    Authorized returns must be shipped to:

    2330 Dewey ln, Enola , PA 17025

    We are not responsible for lost, delayed, or misdirected return shipments.

We recommend using a tracked shipping service. WAGWELLS is not responsible for lost or damaged return shipments.

💳 Refunds

Once your return is received and inspected, we will notify you of the approval status.

If approved:

  • Refunds are issued to the original payment method

  • Processing typically takes 5–10 business days

  • Refunds may be subject to handling or restocking deductions where permitted by law

💡 Partial Refund (Keep-It Option)

In certain situations, WAGWELLS may offer a partial refund (for example, 25%) with no return required.

This option is offered at our discretion and is designed to:

  • Save you from high return shipping costs

  • Allow your dog additional time to adjust

  • Provide a faster, hassle-free resolution

Acceptance of a partial refund constitutes full and final settlement of the order.

🔧 Damaged or Defective Items

If your WAGWELLS fountain arrives damaged or defective, please contact us within 48 hours of delivery (Hello@trywagwells.com) with clear photos or videos.

Delayed notification on damage will not be entertained.

We will arrange a replacement or refund at no additional cost, where applicable.

📩 How to Request a Return

To initiate a return, contact our support team at:

📧 hello@trywagwells.com 

Please include:

  • Order number

  • Reason for return (Valid as per above policy)

  • Photos or videos (if applicable)

Returns sent without prior authorization will not be accepted.

⚠️ Chargebacks & Disputes

We kindly ask customers to contact WAGWELLS support before initiating a chargeback.
We are always happy to work toward a fair and friendly solution.

Unauthorized chargebacks may result in account restrictions. We reserve the right to contest the chargeback using delivery confirmation, usage timelines, and this published policy in accordance with Shopify Payments and card network guidelines.

🔄 Policy Updates

WAGWELLS reserves the right to update or modify this policy at any time.
Changes apply to future orders only.

🐱 Our Promise

We’re not just selling a fountain — we’re supporting better hydration, better health, and peace of mind for cat parents. If you have any questions, our support team is always happy to help.

Policy Acceptance

By completing a purchase on our website, customers acknowledge and agree to this Return & Refund Policy.

Policy Acceptance

By completing a purchase on our website, customers acknowledge and agree to this Return & Refund Policy.