Refund policy

Returns & Refund Policy

This policy covers every Crunchy Fountain (Gen 2, 8L and Steel Edition) ordered on or after Sept 1, 2026. Orders placed before that date are handled under the terms shown on the product page when the order was placed. Other products sold on this store are covered by the guarantee shown on their own product page.

RETURN WINDOW
You have 60 days from the date your order is delivered to request a return.

UNUSED FOUNTAINS ONLY
We can only accept returns of fountains that have not been used. A water fountain holds your dog's drinking water, so once it has been used we cannot resell it, and we cannot refund it.

A fountain counts as used if any of the following apply:
- It has been filled with water, even once.
- Your dog has drunk from it, licked it or tried it, even briefly.
- It shows water marks, mineral residue, pet hair, saliva, scratches or chew marks.
- Any part, accessory, manual or the original box is missing or damaged.

Charging the fountain or switching it on to check that it powers up does not count as use, as long as no water has been added.

A used fountain is not eligible for a refund. It is still covered by the 1-year warranty against defects (see Damaged, Defective or Wrong Items below), and by Lifetime Care+ where purchased.

RESTOCKING FEE
Every approved return is subject to a 20% restocking fee. The fee is calculated on the price you paid for the returned item and is deducted from your refund. It covers inspection, cleaning, repackaging and handling.

Example: you return one fountain you paid $179.95 for. The restocking fee is $35.99 and your refund is $143.96.

If you return part of a multi-unit order or bundle, your refund is based on the discounted per-unit price you actually paid, minus the restocking fee. Free gifts and promotional items are not refundable; if you return an order without its free gift, the gift's retail value is deducted from your refund. Original shipping charges, if any, are not refundable.

RETURN SHIPPING
You are responsible for the cost of shipping your return back to us. We do not provide prepaid return labels. Please use a tracked shipping service and keep your tracking number. We are not responsible for returns that are lost or damaged in transit, and packages sent with postage due cannot be accepted.

HOW TO START A RETURN
1. Email support@trycrunchy.com within 60 days of delivery with your order number, the reason for the return, and photos of the fountain and all of its parts in the original box.
2. We will reply within 1 business day with a Return Authorization number and the return address. Items sent back without a Return Authorization cannot be accepted.
3. Pack the fountain in its original box with all parts, write your Return Authorization number on the outside of the shipping box, and ship it within 14 days of receiving your Return Authorization.

INSPECTION AND REFUND
We inspect every return within 3 business days of it arriving. If it is approved, we refund the price you paid, minus the 20% restocking fee, to your original payment method within 5 business days of inspection. Your bank may take a few more days to post it.

If a return arrives used, incomplete or damaged, it is not eligible for a refund and we will send it back to you.

ORDER CANCELLATIONS
You can cancel an order that has not shipped yet, including a pre-order, by emailing support@trycrunchy.com. Cancelled orders are refunded to the original payment method, minus a 10% cancellation fee that covers payment processing charges. Once an order has shipped, it can no longer be cancelled and is handled as a return under this policy.

DAMAGED, DEFECTIVE OR WRONG ITEMS
The restocking fee and return shipping costs do not apply to damaged, defective or incorrect items.

If your fountain arrives damaged, has a defect, or is not the item you ordered, email support@trycrunchy.com within 7 days of delivery with your order number and a photo or short video of the issue. We will repair or replace it at no cost to you, including shipping. If we cannot replace it, we will refund it in full.

Defects that appear after the first 7 days are covered by the 1-year warranty, and by Lifetime Care+ where purchased. We will repair or replace a covered item at no cost to you, and no return shipping charge applies to warranty claims.

CONTACT
Questions about a return? Email support@trycrunchy.com and we will get back to you within 1 business day.