Refunds & Guarantee

Kilde One™: 100-day money-back guarantee

We want Kilde One to make a real difference for your dog. If it doesn't, you have 100 days from the date your order is delivered to request a refund.

How to request a refund

Contact our support team through the contact page with your order number and a short note on what isn't working for your dog.
Our support team reviews every request and replies with next steps, including where to send your return.
Ship the wraps back with everything they came with (all wraps, cables and accessories). We recommend a tracked shipping service.
Once your return arrives and is inspected, we refund the product price to your original payment method. Banks can take 5–10 business days to show it.

How requests are reviewed

Every refund request is reviewed by our support team, who decide whether the order qualifies under this policy. A request may be declined if:

it is made more than 100 days after delivery;
the product is returned damaged, chewed, altered, or missing wraps, cables or accessories;
the product shows signs of misuse or use outside our instructions;
the order or account shows signs of abuse of the guarantee, such as repeated refund requests;
the product was not purchased from kildepet.com.

Shipping costs

Original shipping charges and return shipping are not refundable, unless your order arrived damaged or we sent the wrong item.

Damaged, defective or wrong items

If your order arrives damaged or defective, or you received the wrong item, contact us within 14 days of delivery with photos and we'll make it right with a replacement or a refund.

Free gifts

Free gifts included with your order, such as The Knee Field Guide and app access, have no cash value and are not refundable or exchangeable for cash.

Cancellations

You can cancel free of charge before your order ships. Contact us as soon as possible, because orders are processed quickly.

This policy does not affect any rights you have under the consumer laws of your country.

Kilde Zeroscale™ Fountain: 90-day money-back guarantee

Try the Kilde Zeroscale™ fountain for 90 days from the day it arrives. If your dog won't use it, or you're not happy with it for any reason, email us within 90 days and we'll refund the full price of the fountain to your original payment method. No forms, no restocking fee, no arguments.

How to start a return

Email us with your order number and a sentence on what went wrong (it helps us improve, and it's the only thing we'll ask).
We reply within one business day with a return address and instructions.
Ship the fountain back in any box, with the pump and cable. Filter pads don't need to come back — keep them.
Your refund is issued within 5 business days of the return arriving. Banks and card issuers can take a further 3–10 business days to show it.

What's covered

The full price you paid for the fountain, in either package.
Free gifts that came with the bundle (the filter 6-pack, the e-book) are yours to keep; their value is not deducted from the refund.

What's not covered

Return shipping. You choose the carrier and pay the return postage; we recommend a tracked service.
Replacement filter 6-packs bought on their own are consumables and are not returnable once opened. Unopened 6-packs can be returned within 30 days.
Items returned after 90 days, or without contacting us first.

3-year warranty

Separate from the guarantee, every fountain carries a 3-year warranty against defects in materials and workmanship. If any part fails in normal use within three years, email us and we'll send a replacement part or a replacement fountain at our cost. With the Fountain + 6 Filters Free bundle, the pump is replaced free for as long as you own the fountain.

Damaged or wrong items

If the box arrives damaged or something is missing, email us a photo within 7 days of delivery and we'll ship a replacement right away — no return required.

Questions: reply to any order email, or use the contact page. A real person answers.