Refund policy

At Rhykin, your satisfaction and your pet's happiness are our priorities. We stand behind the quality of our products and are committed to making your shopping experience as smooth and worry-free as possible.

If your purchase doesn't meet your expectations, our customer support team is here to help.

1. Our 30-Day Money-Back Guarantee

We offer a 30-day return policy, giving you 30 days from the date your order is delivered to request a return.

To initiate a return, please contact support@rhykin.us with your order number and proof of purchase.

Return eligibility varies by product category, as outlined below. Our voluntary return policy does not restrict any rights you may have under applicable consumer protection laws.

FreshFlow™ Water Fountains

We want you and your pet to experience FreshFlow with confidence.

Our 30-Day Money-Back Guarantee applies to FreshFlow fountains regardless of whether they have been used or purchased at a discounted price.

You're welcome to set up your fountain, let your pet try it, and see whether it's the right fit for your household.

If you're not satisfied within 30 days of delivery, simply contact us to request a return.

ChillPaws™ Cooling Mats

For hygiene and product quality reasons, our voluntary 30-day return guarantee for ChillPaws cooling mats applies only when the product is:

Unused and never filled with water.
Clean, dry, and free from pet hair or damage.
Returned in its original packaging.
In a condition suitable for resale.

Cooling mats that have been used by a pet, filled with water, or otherwise used are not eligible for voluntary change-of-mind returns.

However, this restriction does not apply to products that are defective, damaged during shipping, incorrect, or not as described, or where applicable law provides additional rights.

GroomPro™ and Other Pet Accessories

For GroomPro grooming products and other accessories, we accept eligible returns requested within 30 days of delivery.

Products must be unused, clean, and in their original, resaleable condition, with their original packaging where applicable.

Items showing signs of use, excessive wear, or damage caused after delivery may not qualify for voluntary change-of-mind returns.

These conditions do not limit your statutory rights regarding defective, damaged, incorrect, or misdescribed products.

2. How to Request a Return

We've made our return process straightforward.

Step 1 — Contact Our Support Team

Email support@rhykin.us within the applicable return period.

Please include:

Your order number.
The name or email address associated with your order.
The product you wish to return.
A brief explanation of your request.
Photos of the product if it arrived damaged, defective, or incorrect.

Step 2 — Receive Return Instructions

Our support team will review your request and provide the appropriate return instructions, including the return address.

Please do not send products back without first contacting us, as this may delay processing.

Step 3 — Return Your Item

Once you've received the instructions, securely package your item and send it to the designated return address.

We recommend using a tracked shipping service and retaining proof of postage.

Step 4 — Return Review and Refund

Once your return has been received and reviewed, we'll notify you of the outcome and process any approved refund in accordance with this policy and applicable law.

Return Shipping Costs

For voluntary change-of-mind returns, customers are generally responsible for return shipping costs unless we confirm otherwise.

We do not routinely provide prepaid return labels.

If the product is defective, damaged upon arrival, incorrect, or otherwise fails to meet applicable legal standards, Rhykin will cover the necessary return shipping costs where required by law.

Your statutory consumer rights remain unaffected.

3. Damaged, Defective, or Incorrect Items

We carefully select our products and work to ensure every order arrives in excellent condition.

However, if your item arrives damaged, defective, or different from what you ordered, please contact us as soon as possible at support@rhykin.us.

To help us resolve the issue efficiently, please provide your order number, a description of the issue, and photographs where possible.

Depending on the circumstances and your applicable legal rights, we will arrange an appropriate remedy, which may include:

A replacement product or component.
A repair where appropriate.
A refund or other remedy required by law.

Where we are responsible for the issue, we will provide the applicable remedy at no additional cost to you.

4. Product Warranty Coverage

Your confidence in our products matters beyond the initial purchase.

FreshFlow™ Water Fountain Warranty

FreshFlow fountains include the following limited commercial warranty coverage:

Lifetime Warranty — Non-Electronic Components

Covers manufacturing defects and material failures affecting eligible non-electronic components, including:

Stainless steel bowls.
Water basins.
Structural components.

6-Month Warranty — Electronic Components

Covers manufacturing defects and material failures affecting eligible electronic components, including:

Water pumps.
USB cables.
Power adapters.
LED indicators.

Warranty Exclusions

Our commercial warranty does not cover:

Normal wear and tear.
Accidental damage.
Damage caused by misuse or improper maintenance.
Unauthorized modifications.
Consumable items, including replacement filters.
Damage resulting from use contrary to product instructions.

If you believe your product has a manufacturing defect, please contact support@rhykin.us with your order details and a description of the issue.

We will review your claim and arrange a replacement of the affected component where covered by our commercial warranty.

This warranty is provided in addition to, and does not replace or limit, any statutory consumer rights that may apply to your purchase.

5. Exchanges

Ordered the wrong variant or prefer a different option?

We're happy to help you explore an exchange.

Please contact support@rhykin.us within 30 days of delivery with your order details and the variant you would like instead.

Exchanges are subject to product eligibility, condition, and availability.

Any applicable price differences or shipping charges will be communicated before the exchange is arranged.

Exchanges involving defective or incorrect items will be handled in accordance with your legal rights.

6. Items Not Eligible for Voluntary Returns

Certain products may not qualify for voluntary change-of-mind returns, including:

Used, water-filled, or otherwise used ChillPaws cooling mats.
Used grooming tools and accessories that no longer meet the return conditions.
Customized or personalized products.
Perishable goods.
Certain sealed hygiene or personal care products once unsealed, where applicable.
Hazardous materials that cannot be safely returned.
Gift cards.

These exclusions apply only to voluntary returns to the extent permitted by law.

They do not remove any mandatory rights relating to defective, damaged, incorrect, or misdescribed goods, or statutory cancellation rights where applicable.

7. United Kingdom & European Union — 14-Day Cancellation Rights

Customers purchasing eligible products online in the United Kingdom or European Union may have a statutory right to cancel their purchase within 14 days of receiving their goods, without providing a reason.

These rights operate independently of our voluntary 30-day return policy.

How to Exercise Your Cancellation Right

To cancel an eligible order:

Notify us at support@rhykin.us within 14 days of receiving your goods, clearly stating your decision to cancel.
Follow the return instructions provided by our support team.
Send the products back within 14 days of notifying us of your cancellation.

You may inspect the product as you reasonably would in a physical retail store.

However, handling beyond what is necessary to establish the product's nature, characteristics, and functioning may result in a reasonable deduction for diminished value where permitted by law.

For example, filling a ChillPaws mat with water or allowing a pet to use it may constitute handling beyond ordinary inspection.

Such use does not automatically eliminate a statutory cancellation right unless a specific legal exception applies.

Refunds Under Statutory Cancellation Rights

Where a statutory cancellation right applies, we will refund the payments required by law, including the cost of standard outbound delivery where applicable.

Additional charges for premium delivery options may not be refundable.

Refunds will be processed without undue delay and within the applicable statutory deadline, generally no later than 14 days after receiving the returned goods or satisfactory evidence that they have been sent back, whichever occurs first, where the relevant law permits withholding reimbursement until that point.

Return shipping costs are generally the customer's responsibility for change-of-mind cancellations, provided this has been properly disclosed and applicable law does not require otherwise.

Nothing in this section limits your legal rights concerning faulty, damaged, incorrect, or misdescribed products.

8. Refund Processing

Once your return has been received and reviewed, or once sufficient proof of return has been provided where applicable law requires, we will notify you of your refund status.

Approved refunds will generally be processed within 10 business days, and always within any shorter deadline required by applicable law.

Refunds will be issued to your original payment method unless you expressly agree to another method permitted by law.

Please note:

Your bank or payment provider may require additional time to reflect the refund in your account.
Any legally permitted deductions will be explained where applicable.
Refundable shipping charges will be handled according to the applicable return or cancellation rules.
No refund processing fee will be charged where prohibited by law.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact our customer support team.