Refund policy

Returns & Refunds

Last updated: 8/15/2026

The short version

You have 30 days from delivery to change your mind. Email us and we'll refund you.

For most items, we won't ask you to ship it back. Return freight on a fountain costs more than the fountain, and we'd rather not put you through it. Keep it, pass it to a friend, donate it. Your refund isn't conditional on returning anything unless we tell you otherwise.

No restocking fees. No return shipping charges. No "final sale" traps.

Return window

30 days from the date your order is delivered. Not from the date you ordered — from the date it arrived. If tracking shows a delivery date, that's the clock.

Contact us within that window at hello@dukeanddot.com with your order number and a sentence about what went wrong. That's the whole process.

What happens next

Depending on the item and the reason, one of three things:

Refund, keep the item. Our default for fountains, bottles, and most orders. We refund you in full and you don't ship anything back.
Replacement sent free. If the item arrived damaged or defective and you'd rather have a working one than your money back, say so and we'll ship a replacement at no charge.
Return requested. Occasionally we may ask for the item back. If we do, we pay the shipping and send you a prepaid label. We will never ask you to cover return freight on our error.

You'll never be asked to ship anything at your own expense to get a refund you're entitled to.

Items we can't refund

Water filters and other consumables, once the sealed packaging is opened. These sit in your pet's drinking water — we can't resell them and you wouldn't want us to. Unopened filter packs are refundable within the 30-day window.
Items reported more than 30 days after delivery, unless covered by the warranty below.

That's the entire list. There are no other exclusions.

Damaged or defective on arrival

Email us within 7 days of delivery with a photo. We'll refund or replace immediately — your choice. You won't be asked to return a broken item.

If the box arrived visibly damaged, a photo of the packaging helps us press the carrier, but it isn't required for your refund.

Fountain pump warranty

Separate from returns, and longer.

The pump in the Duke and Dot Fountain is covered for [X] months from delivery. If it stops running, gets noticeably louder, or fails to circulate during that period under normal household use, email us and we'll send a replacement pump free — no charge, no return required.

This does not cover damage from running the pump dry, dropping it, or disassembly beyond routine cleaning. It also doesn't cover ordinary filter replacement, which is a consumable.

What "normal household use" means: the fountain is kept filled above the minimum line, the pump is cleaned roughly monthly per the instructions, and filters are changed on schedule.

Refund timing

We approve refunds by email, usually within 1 business day. Once approved, the refund goes back to your original payment method. Your bank or card issuer typically posts it within 5–10 business days — that part is on their side, not ours.

If it's been longer than 10 business days from our approval email, contact us and we'll chase it.

Order cancellations

Before it ships: email us and we'll cancel and refund in full.

After it ships: we can't recall a package in transit, but the 30-day window above applies the moment it arrives, so nothing is lost.

If your order is delayed

Our stated delivery window is 4–5 business days to US addresses. If we can't meet that window, we will email you, tell you the new estimate, and offer you the choice of waiting or cancelling for a full refund. You do not have to accept a delay you didn't sign up for.

Wrong or undeliverable address

If a package comes back to us because the address was incorrect or incomplete, we'll email you and reship to a corrected address at no charge, once. If you'd rather have a refund instead, that's fine too.

Gifts

If you received a Duke and Dot item as a gift, email us with the order number or the purchaser's name and we'll sort it out with you directly. Refunds go back to the original payment method, so we may need to loop in the purchaser — but replacements and warranty claims we can handle with you alone.