Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

We want you (and your pets) to love your Floofii fountain. If for any reason it’s not the right fit, we offer a 30-day money-back guarantee.

To be eligible for a return, the fountain must be:

• In the same structural condition as when received (no damage, chewing, or modifications)
• Returned in its original packaging
• Cleaned and sanitised prior to return
• Considered unused beyond trial setup

What “unused” means:
We understand that some pets may not take to the fountain straight away. Filling the fountain with water and inserting a filter for the purpose of seeing if your pet will use it is completely fine.

However, the fountain must not show signs of ongoing use or wear. Any used filters must be discarded prior to return.

Customers are responsible for organising and covering the full cost of return shipping for change of mind returns.

Items must still meet our return eligibility requirements, including being considered unused beyond initial trial setup and returned in original packaging.

All returns must be requested and approved by Floofii before being sent back.

As part of the return request, customers may be asked to provide clear photos of the fountain and original packaging to confirm eligibility for return.

Once the return is approved, we will provide instructions on how and where to send the item.

Once the item is received and inspected, your refund will be processed promptly.

To start a return, you can contact us at hi@floofii.com.au. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hi@floofii.com.au.

Hygiene Products (Filters & Sponges)

For hygiene and safety reasons, replacement filters, sponges, and similar consumable items cannot be returned or refunded once opened or used.

If these items arrive damaged or incorrect, please contact us and we will arrange a replacement.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hi@floofii.com.au.