Warranty, Return & Refund Policy
Thank you for choosing VEWO. We want every customer to have a reliable experience with our pet water fountains, replacement parts and accessories. If your order arrives damaged, contains missing parts, develops a product issue or simply is not the right fit for your needs, please contact our support team so we can review the situation and provide the appropriate solution.
Warranty Policy
1. Warranty Coverage and Period
VEWO provides official warranty service for eligible new products purchased through the VEWO official website, VEWO official Amazon stores and other authorized VEWO sales channels.
If your product was purchased from an authorized third-party seller or distributor, please contact the original seller first for return or after-sales assistance.
Unless another warranty period is specifically stated on the product page, invoice or required by applicable law, eligible new VEWO products are covered by a two-year limited warranty from the original purchase date.
This warranty may apply to VEWO pet water fountains, water dispensers and eligible related accessories.
If a product is repaired or replaced under warranty, the warranty period will normally continue from the original purchase date rather than restart from the replacement date. Any whole days during which the product is held by VEWO for approved warranty service may be added to the remaining warranty period where applicable.
Eligible customers may also register qualifying new products within two years of the original purchase date to receive an additional one-year extended warranty, where this program is offered. Any extended warranty begins after the standard warranty period and remains subject to the applicable registration terms.
2. Situations Not Covered by Warranty
VEWO warranty coverage does not apply in the following circumstances:
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Products identified as samples, prototypes, trial units, giveaways, promotional units, not-for-sale products or items sold as-is.
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Products purchased from unauthorized sellers, distributors, marketplaces or resale channels.
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Serial numbers, product labels, warranty markings or safety information that have been removed, altered or intentionally damaged.
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Products that have been dismantled, modified, improperly repaired or serviced without authorization from VEWO.
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Damage resulting from misuse, abuse, impact, accidents, improper installation or operation that does not follow the product instructions.
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Damage caused by incompatible power adapters, electrical modifications, unstable power sources or non-compliant electrical accessories.
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Water or liquid damage to electrical components resulting from improper cleaning, handling or use outside the product's intended operating conditions.
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Damage resulting from improper maintenance, unsuitable environmental conditions, excessive dust, abnormal temperature, electrical stress or other conditions outside normal household use.
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Damage caused by unauthorized repairs, modifications or replacement components.
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Damage resulting from fire, flood, lightning, natural disasters, transportation incidents or other events outside VEWO's reasonable control.
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Products supplied through testing, review, sampling or feedback programs where warranty, refund or replacement rights are specifically excluded by the terms of that program.
Unless otherwise required by law, warranty rights apply to the original purchaser and are not transferable.
3. Limitation of Warranty Liability
VEWO is not responsible for additional warranties, promises or service commitments made independently by third-party sellers, distributors, agents or other parties.
If a third party offers additional coverage beyond the VEWO limited warranty, customers should obtain the terms of that coverage directly from the party providing it.
To the extent permitted by applicable law, VEWO is not responsible for indirect, incidental, special, exemplary or consequential damages arising from the product or this limited warranty.
Where permitted by law, VEWO's total liability relating to a product will not exceed the amount originally paid for that product.
Return & Refund Policy
If a product purchased directly from VEWO is not suitable for your needs or is confirmed to have a qualifying defect, you may be eligible for a return, refund, replacement or warranty service according to the conditions below.
Accessories
Replacement filters, pumps, components and other accessories generally follow the same return principles as the main product unless otherwise stated on the relevant product page.
If VEWO sends a replacement accessory to resolve a confirmed product issue, VEWO will normally cover the shipping cost for the approved replacement shipment.
Important Order Note
Orders that have already entered fulfillment, are on hold for processing or have received shipping confirmation may no longer be eligible for cancellation.
If a customer refuses delivery after an order has already been dispatched, the shipment will generally be handled under the standard return policy. Original shipping charges, return-to-sender costs or carrier fees may be deducted from the refund where applicable.
1. Returns and Cancellations for Orders Purchased Directly from VEWO
a) Unwanted or Unneeded Products
A product is considered an unwanted return when it was purchased directly from VEWO, is not confirmed defective and is being returned because the customer no longer wants it or determines that it is not suitable for their needs.
Eligible unwanted products may be returned for a refund or replacement within 30 days of delivery, unless another return period is stated on the product page, receipt or other purchase documentation.
Return shipping costs for non-defective or unwanted products are normally the customer's responsibility.
Requests for unwanted-product refunds or exchanges made after the 30-day return period may not be accepted.
To help avoid delays or rejection during return inspection, returned products should meet the following requirements:
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The product must be securely packed, preferably in its original manufacturer packaging.
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All originally included components, accessories, manuals, inserts and standard items must be returned.
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The product must not contain unauthorized modifications, altered wiring, removed fasteners, engraving, painting, tampered seals or other permanent changes.
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The product must not show significant damage such as cracks, dents, deep scratches, misuse, improper cleaning, liquid damage to electrical components or other signs of abnormal use.
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Product labels, serial numbers and identifying markings must remain intact.
Customers should use a traceable shipping service with delivery confirmation when returning products.
VEWO is not responsible for products that are lost or damaged while being returned by a customer.
Once a return is received, VEWO will inspect the product before approving the refund or exchange. Inspection may require up to 5 business days after the returned package is received.
If the returned product does not meet the stated return conditions, VEWO may reject the return or, where appropriate, apply a restocking fee of up to 20%.
If a return is rejected because it does not meet the applicable conditions, the customer may be responsible for the cost of shipping the product back to their address.
b) Defective Products Without Customer-Caused Damage
If you receive a product that appears defective and contact VEWO within 30 days of delivery, our support team will review the issue.
After the issue is confirmed, VEWO may provide a full refund, replacement or another appropriate solution. Approved return shipping for confirmed product defects will be covered by VEWO.
If an eligible product develops a confirmed defect after the first 30 days but remains within the first year of warranty coverage, a full refund is generally no longer available. VEWO may instead provide repair, replacement or another warranty solution and may cover approved warranty shipping costs.
If a confirmed defect occurs after the first year but while the product remains within the two-year limited warranty period, repair or replacement service may still be available.
Depending on the circumstances, destination, package size and warranty stage, the customer may be responsible for some return or replacement shipping costs during this later warranty period.
c) Damage Caused by Misuse or Accidental Damage
Products damaged by misuse, accidents, unauthorized modification, incompatible electrical equipment, improper cleaning, abnormal operating conditions or other customer-caused factors are not eligible for a standard refund as a product defect.
Depending on the product condition and available service options, VEWO may offer paid repair, replacement parts or another paid solution.
Any associated service, return shipping or replacement shipping costs will normally be the customer's responsibility.
d) How to Request a Return or Warranty Service
To start a return, replacement or warranty request, contact:
Please provide as much of the following information as possible:
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Order number
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Purchase platform or sales channel
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Product model
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Serial number, if available
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A clear description of the issue
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Photos or videos showing the problem when relevant
VEWO support will review the request, confirm eligibility and provide the appropriate return or service instructions.
Do not return a product before receiving return instructions from VEWO.
e) Shipping a Product Back to VEWO
Returns must be sent only to the return address provided by VEWO support as part of the approved return authorization.
Do not send a return to an address found online, shown on the original shipping label or used for a previous order unless VEWO has specifically confirmed that address for your return.
International customers may be responsible for customs duties, taxes, brokerage fees or other charges related to a return shipment.
If testing determines that a returned product is functioning normally or that the issue is not covered by warranty, the customer may be responsible for arranging and paying for shipment of the product back to their address.
f) Return Shipping Requirements
Unauthorized returns:
Packages returned without prior approval may be refused or may not qualify for refund or warranty processing. Any resulting shipping costs or risks may be the customer's responsibility.
Cash-on-delivery or freight-collect returns:
VEWO does not normally accept COD or freight-collect return shipments. Such packages may be refused.
Approved return address:
Always use the return address provided by VEWO support for the specific return request. VEWO is not responsible for packages sent to an incorrect or unauthorized location.
Incorrect customer address:
Customers are responsible for providing a complete and deliverable shipping address. Additional shipping, redelivery or return costs caused by incorrect or incomplete address information may be charged to the customer where applicable.
g) Order Cancellation Policy
Customers may request an order cancellation by contacting VEWO as soon as possible after placing an order.
For the best chance of stopping fulfillment, we recommend submitting cancellation requests within 24 hours of purchase and including the order number and recipient name.
VEWO normally requires 2–5 business days for order processing before shipment, but fulfillment may begin sooner. For this reason, submitting a cancellation request does not guarantee that the order can still be stopped.
If VEWO confirms cancellation before dispatch, the payment will be refunded through the original payment method.
Once an order has been dispatched or transferred to the carrier, it normally cannot be cancelled and must instead follow the applicable return procedure after delivery.
VEWO may also cancel an order due to inventory shortages, payment or fraud-prevention concerns, address problems, pricing or system errors, or other operational circumstances.
If VEWO cancels an order or item, the customer will be notified and the applicable payment amount will be refunded.
2. Products Purchased from Third-Party Sellers
If your VEWO product was purchased from a marketplace, retailer, distributor or other third-party seller, returns and refunds are generally handled according to the policy of that seller.
Please contact the original seller first for:
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Returns
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Refunds
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Order cancellations
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Marketplace disputes
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Replacement requests associated with the original transaction
VEWO does not directly control refund approvals or return procedures for transactions processed by independent third-party sellers.
However, where possible, VEWO support may still assist with product operation questions, troubleshooting or warranty-related product information.
Replacement or Product Substitution Policy
VEWO does not normally exchange an eligible warranty return for a completely different product model simply because the customer prefers another product.
A substitute model may be considered when all of the following conditions apply:
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The original product has been returned to VEWO for approved warranty service.
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VEWO confirms that the product has a covered defect and cannot reasonably be repaired.
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The same model is unavailable, discontinued or not expected to return to stock within a reasonable period.
If these conditions are met, VEWO may offer an equivalent replacement or other substitution option.
If a customer chooses a product with a higher value than the replacement offered by VEWO, the customer may be required to pay the price difference.
A replacement or substituted product is not normally eligible for another substitution unless it later develops a confirmed covered defect.
Missing Parts, Incorrect Items or Shipping Damage
If an order fulfilled by VEWO arrives with missing parts, contains the wrong product, is damaged in transit or shows another shipment-related problem, please contact VEWO within 15 days of delivery.
To help us review the issue, we may request:
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Photos of the product
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Photos of the shipping carton
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Photos of the shipping label
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Photos of included accessories or components
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A short video when necessary to demonstrate the issue
Please keep the original interior and exterior packaging until the case has been resolved, as the carrier or fulfillment provider may require packaging evidence for a shipping claim.
If the order was fulfilled by a marketplace or third-party seller, please contact that seller first.
If the seller is unable to provide reasonable assistance, you may contact VEWO support and we will review what product-level support may be available.
For return, warranty or after-sales assistance, contact:
