Refund policy
Refund & Warranty Policy
At Origins, we build products we'd put in our own homes. Every fountain is tested, inspected, and backed by two promises: a 30-Day Money-Back Guarantee, and a 1-Year Manufacturer's Warranty.
If something isn't right, we'll make it right. Here's how it works.
The 30-Day Money-Back Guarantee
You have 30 days from the date of delivery to decide whether your Origins fountain is right for your home. If it isn't, we'll take it back.
Returns A $10 processing fee applies to all returns. Once your return is received and inspected, your refund will be issued to the original payment method within 5–10 business days.
Exchanges Exchanges are free. If you'd like to swap sizes, colors, or models within the 30-day window, we'll cover the return and reship at no cost.
To start a return or exchange, contact us at hello@goodorigins.shop with your order number. We'll send instructions and a return label.
What's eligible — Items returned within 30 days of delivery — Items in original or near-original condition (light use is fine) — Items with all original components (filters, adapter, accessories)
What's not eligible — Items returned after 30 days — Items damaged by misuse, neglect, or abnormal conditions — Used filters, opened consumables, or free gift items returned separately — Shipping fees on the original order (non-refundable)
The 1-Year Manufacturer's Warranty
Every Origins fountain is covered by a 1-Year Manufacturer's Warranty from the date of delivery. If your fountain develops a defect under normal household use within that period, we'll repair or replace it at no cost to you.
What the warranty covers — Manufacturing defects in materials or workmanship — Motor failure under normal operation — Electrical defects (pump, wiring, power components) — Functional issues that develop without misuse
What the warranty does not cover — Wear and damage from misuse, drops, chewing, or abnormal conditions — Cosmetic wear that doesn't affect function (minor scratches, fading) — Damage from improper cleaning, hard water buildup left untreated, or use outside of the instructions — Consumable components beyond their normal lifespan (filters, sponges) — Items purchased from unauthorized resellers
A note on replacements If a replacement unit is sent under warranty, the original 1-year coverage continues from the date of your original delivery — not from the date the replacement ships. The clock doesn't reset.
Example: If your fountain was delivered on March 1, 2026, your warranty runs through March 1, 2027 — even if you receive a replacement in August 2026.
To file a warranty claim, email hello@goodorigins.shop with your order number, a description of the issue, and a short video or photo if possible. We'll take it from there.
How the Two Work Together
The 30-Day Money-Back Guarantee covers your decision to keep the fountain or not. The 1-Year Manufacturer's Warranty covers the fountain itself.
If you're within 30 days and you've changed your mind — that's a return. If you're within a year and something has failed — that's a warranty claim.
Both are easy. Both are handled by the same team. Reach out and we'll figure out which path makes sense for you.
A Few Final Notes
Shipping on returns and warranty claims. For 30-day returns, customers cover return shipping unless the item arrived damaged or defective. For warranty claims within the 1-year window, Origins covers shipping in both directions.
International orders. Our policies apply worldwide. Customs duties and import taxes paid on the original order are non-refundable, as these are collected by your country, not by us.
Proof of purchase. All claims require an order number or proof of purchase from goodorigins.shop or an authorized retailer.
Questions. We're a small team and we read every email. If anything here is unclear, or if your situation doesn't fit neatly into the categories above, just reach out — hello@goodorigins.shop. We'll work it out.