Refund policy
Returns & Refunds Policy
We want you and your pet to be completely happy with your purchase. If something is not right, we are here to help.
30-Day Money-Back Guarantee
You have 30 days from the date you receive your item to request a return. Please provide your order number, receipt, or other proof of purchase so that we can locate your order.
FreshFlow Fountains
For FreshFlow fountains, our 30-day money-back guarantee applies whether the fountain has been used or not, and whether it was bought at full price or on offer. We want you to be able to set it up and let your pet try it. If it is not right for either of you within those 30 days, you are covered.
ChillPaws Cooling Mats
For ChillPaws cooling mats, our voluntary 30-day money-back guarantee applies only to mats that are unused, unfilled, clean, dry, and in their original packaging. Once a ChillPaws mat has been used by a pet, or otherwise used, it is not eligible for a voluntary change-of-mind return. This helps us protect product hygiene, quality, and the ability to resell products as new.
This condition does not affect your legal rights where an item is faulty, damaged in transit, incorrect, not as described, or otherwise fails to meet the standards required by law.
Other Products
For our other products, items should be returned within 30 days in their original, resaleable condition, unless the item is faulty or you have another legal right to a return or refund.
How to Start a Return
To start a return, contact us at support@rhykin.com. We will send you instructions on where to send your item. Unless we tell you otherwise or applicable law requires us to cover the cost, returns are at the customer’s expense and we do not provide a prepaid return label.
Please contact us before sending an item back so we can help you with the return process. This does not limit any cancellation, refund, repair, replacement, or other rights you may have under applicable law.
Damaged, Defective, or Wrong Items
Please check your order as soon as it arrives. If anything is defective, damaged in transit, or you have received the wrong item, contact us straight away at support@rhykin.com and we will make it right at no cost to you.
After 30 Days: Warranty Cover
Beyond the 30-day window, your purchase is protected by our warranty. FreshFlow fountains carry a lifetime warranty on non-electronic parts, including stainless steel bowls, basins, and structural components, and a 6-month warranty on electronic parts, including pumps, USB cables, power adapters, and LED indicators. This covers manufacturing defects and material failures, and excludes normal wear and tear, accidental damage, misuse, and consumables. If you have an issue, contact us and we will arrange a replacement of the affected part.
Exchanges
Want a different variant? Contact us at support@rhykin.com and we will help you arrange an exchange for the option that suits you best.
Exceptions and Non-Returnable Items
Certain items are not eligible for voluntary change-of-mind returns, including perishable goods, custom or personalised products, personal care goods, hazardous materials, and gift cards. Used or water-filled ChillPaws cooling mats are also not eligible for a voluntary change-of-mind return.
Nothing in this section affects any legal rights you may have in relation to faulty, damaged, incorrect, or misdescribed items, or any statutory cancellation rights that apply to your order.
UK and European Union 14-Day Cancellation Rights
If your order is shipped to the United Kingdom or European Union, you may have a legal right to cancel your order within 14 days of receiving your item, without giving a reason. To cancel, please notify us within that period at support@rhykin.com. You will then generally have a further 14 days to send the item back.
You may open and inspect an item as you would in a shop. However, filling a ChillPaws mat with water, allowing a pet to use it, or otherwise handling it beyond what is necessary to check its nature, characteristics, and functioning may reduce its value. Where permitted by law, we may make a reasonable deduction from your refund to reflect that reduction in value.
Returns under this legal cancellation right are at the customer’s expense unless we state otherwise or applicable law requires us to cover the cost. This cancellation section does not limit your legal rights if an item is faulty, damaged, incorrect, or not as described.
Refunds
Once we receive your returned item, or proof that you have sent it back where applicable law requires, we will issue any approved refund to your original payment method within 10 business days and no later than the time required by applicable law. Please keep your proof of postage and, where available, send us your tracking number and a copy of your postage receipt to help us process your return promptly.
Please bear in mind that it can take additional time for your bank or card provider to post the refund. If more than 15 business days have passed since your refund was approved and you have not received it, contact us at support@rhykin.com.