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Return Policy

Customer Satisfaction Guarantee

If a Drinkwell fountain needs to be returned, begin with the store or seller that processed the purchase. For a possible manufacturing fault, check the Drinkwell warranty documentation before requesting service.

Return Options

Since Drinkwell fountains are sold through multiple retail channels like Amazon, return procedures differ based on your purchase location.

Amazon Purchases

  • 30 days return window for most items
  • Free returns on many items
  • Easy return process through your Amazon account
  • Prepaid return labels when applicable

Direct Customer Service

When dealing with warranty claims or purchases from other retailers, reach out directly to Drinkwell's dedicated support team:

Drinkwell Pet Fountains:

1-866-738-4379

Monday - Friday 8:00am - 7:00pm ET

What Can Be Returned

Eligible Items

  • Fountains still in manufacturer packaging
  • Gently used units showing typical wear patterns
  • Products with factory defects or flaws
  • Items not matching advertised specifications
  • Units damaged during transit or delivery

Return Conditions

  • Items should be clean and odor-free
  • Include all original accessories and documentation
  • Fountains with excessive wear may have reduced refund value
  • Items must be returned within the specified return window

Warranty Coverage

Every Drinkwell fountain includes comprehensive warranty protection against material flaws and construction defects:

Covered Issues

  • Pump failure under normal use
  • Cracking or breaking due to manufacturing defects
  • Discoloration or degradation of materials
  • Filtration system failure

Not Covered

  • Damage from misuse or abuse
  • Normal wear and tear
  • Damage from improper electrical use
  • Damage from using inappropriate water types

How to Return Items

Amazon Returns

  1. Log into your Amazon account
  2. Go to "Your Orders" and find your Drinkwell purchase
  3. Click "Return or Replace Items"
  4. Follow the return instructions provided

Direct Customer Service

  1. Call 1-866-738-4379 during business hours
  2. Have your purchase information ready
  3. Explain the issue or reason for return
  4. Follow the representative's instructions

Mail Returns

For warranty claims or direct returns, mail items to:

Radio Systems Corporation
Drinkwell Customer Care
10427 PetSafe Way
Knoxville, TN 37932

Refund Processing

Refund processing times vary depending on the return method:

Amazon Returns

  • Credit cards: 3-5 business days after Amazon receives return
  • Debit cards: Up to 10 business days
  • Amazon gift cards: 2-3 hours after processing

Direct Returns

  • Processing time: 7-10 business days after receipt
  • Refund method: Original payment method when possible
  • Replacement items: Expedited shipping available

Exchanges and Replacements

The retailer can confirm whether a Drinkwell fountain may be exchanged for another size or style, or replaced because of a defect:

  • Direct replacement for defective items
  • Size exchanges when available
  • Style exchanges for different fountain models
  • Upgrade options to newer models

Getting Help

Drinkwell's customer service team is here to help with any questions about returns, exchanges, or product issues:

Contact Information

Phone Support:

1-866-738-4379

Confirm support hours with PetSafe Customer Care

Mail:

PetSafe Customer Care
Request instructions before returning a fountain.
Use the return address provided for your approved request.

Additional Information

For the most current return policy information and specific details about your purchase, please:

  • Check your receipt or order confirmation
  • Review the retailer's return policy where you purchased
  • Contact Drinkwell's customer service team for personalized assistance
  • Review the applicable seller or brand policy before requesting service