Refund Policy
At Bram, we want you and your pet to love your purchase. That’s why we offer a simple and customer-friendly return and refund policy.
Please read the information below carefully before requesting a return or refund.
365-Day Money-Back Guarantee
Our Doggy Fountain is covered by a 365-day money-back guarantee starting from the date your order is delivered.
If your dog does not adjust to the fountain or you are not satisfied with your purchase, you may request a return within 365 days of delivery.
Eligible Products
- Bram Fountain: Eligible for our 365-day money-back guarantee.
- Accessories & Replacement Parts: Items such as pumps, filters, mats, and replacement parts are considered personal-use products and cannot be returned once used or delivered unless they arrive damaged or defective.
- Digital or Service-Based Guarantees: We do not offer refunds for digital or service-related guarantees, including Lifetime Water Pump Replacement Guarantees.
- Final Sale Items: Certain final sale items or gift cards may not be eligible for returns or refunds.
Subscription Orders
Subscription orders are not covered under the 365-day money-back guarantee.
If you would like a refund for your most recent subscription shipment, please contact us within 7 days of delivery.
To qualify for a return, subscription products must be:
- Unopened
- Unused
- In original packaging
Customers are responsible for return shipping costs on subscription orders. Shipping fees are non-refundable.
Canceling a subscription only stops future charges. Orders that have already been processed or shipped cannot be canceled or refunded.
Return Requirements
To be eligible for a return:
- The product must be in good condition
- The original packaging must be included
- Proof of purchase is required
Orders may be canceled within 1 hour of purchase. After this time, orders must first be delivered before they can be returned.
To start a return, contact us at:
Important Return Information
All approved returns must be sent to our authorized international fulfillment and return center.
Please note:
- Returns sent without approval may not be accepted
- Customers are responsible for all return shipping costs
- We do not provide prepaid return labels
Damaged or Incorrect Orders
Please inspect your order as soon as it arrives.
If your item is damaged, defective, or incorrect, contact us immediately with photo or video evidence so we can review the issue and assist you quickly.
Please note that dissatisfaction due to misunderstanding product features does not qualify as a defective item if the product functions as described on our website.
Non-Returnable Items
Certain items cannot be returned, including:
- Perishable products
- Personal care items
- Custom products
- Hazardous materials
- Flammable liquids or gases
Exchanges
The fastest way to exchange an item is to return the original product and place a new order once the return is approved.
Products damaged due to misuse, mishandling, or pet-related damage such as chewed cords are not eligible for refunds or exchanges.
European Union 14-Day Cooling-Off Period
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason.
Returned products must be unused, in original packaging, and in the same condition received.
Shipping, Delivery & Liability
Our standard shipping timeframe is 6–10 business days plus processing time.
Once a package is marked as delivered by the shipping carrier, responsibility for the package transfers to the customer.
Customers are responsible for providing a secure delivery location. We are unable to refund packages stolen after confirmed delivery.
Refused or Unclaimed Packages
We strongly recommend accepting all deliveries.
Packages refused by the customer may not be returned to our warehouse and may not qualify for a refund.
Orders returned due to incorrect addresses or failure to collect may not be eligible for a full refund if the package is lost during return transit.
Required Return Process
To qualify for a refund under our 365-day guarantee, customers must follow these steps:
- Accept delivery of the package
- Request return authorization by contacting our support team
- Ship the return only to the approved return address provided by our team
- Cover all return shipping costs
Chargebacks & Payment Disputes
If a chargeback is filed for a refused or abandoned shipment, Bram may contest the dispute using carrier tracking information and this policy as supporting evidence.
We encourage customers to contact our support team first so we can help resolve any issue fairly and quickly.
Refund Processing
Once we receive and inspect your return, we will notify you if your refund is approved.
Approved refunds are sent to your original payment method within 10 business days. Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.
Contact Us
If you have any questions about this Refund Policy, please contact us:
Bram
Email: info@bram.com