Delivery
How long does delivery take?
Orders are dispatched within 1 to 2 business days. Delivery to Poland typically takes 12 to 25 business days from dispatch. Our products ship directly from our manufacturing partner in Asia, which is how we keep the price where it is, but it does mean the wait is longer than a warehouse in Warsaw. We'd rather tell you that up front than surprise you after checkout.
What does delivery cost?
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Will I pay customs or import duty?
No. VAT is included in the price you see, and there is nothing further to pay on delivery.
Can I track my order?
Yes. You'll receive a tracking number by email once your order is dispatched. Tracking can take a few days to start updating after dispatch. This is normal and does not mean the parcel is lost.
Returns
Can I return it if I change my mind?
Yes, and you get longer than the law requires. EU law gives you 14 days. We give you 30 days from delivery. Tell us within 30 days and we'll take it back and refund you. The item must be in a condition we can resell, and return postage for a change of mind is paid by you.
What if it arrives damaged or faulty?
We cover it entirely: return postage and a replacement or full refund, your choice. Email contact@reforium.com with a photo and your order number.
How long do refunds take?
Within 14 days of us receiving the item back, to your original payment method.
What if a fault appears months later?
Your statutory 2-year conformity guarantee covers defects for two years from delivery. Email us and we'll repair, replace or refund.
The fountain
Does it need to stay plugged in?
No. The 4000 mAh battery runs the fountain cordlessly. In timer mode a full charge stands by for up to 50 days. In sensor mode, runtime depends on how often your pet drinks. You can also leave it plugged in permanently if you prefer.
How often do I refill 7 litres?
Roughly once a week for a large dog, or around every 25 days for a cat. Multi-pet homes will refill more often.
Is it noisy?
The pump is quiet in normal use. In timer mode it runs for 15 seconds every 15 minutes rather than continuously, which most owners find less intrusive at night.
How do I clean it?
The stainless steel basin wipes clean with warm water and a soft cloth. Because steel is non-porous, it doesn't hold the biofilm and odours that build up in plastic bowls. Rinse the pump periodically and replace the filter when the water stops running clear.
How often should I replace the filter?
It depends on your water hardness and how many pets use the fountain. Most households replace roughly monthly. If the water looks cloudy or the flow slows, replace it sooner.
Will my cat use it?
Moving water encourages cats who ignore still bowls to drink more, which matters for feline kidney health. Some cats take a few days to approach a new fountain, so leaving their old bowl out alongside it for the first week helps.
Is stainless steel safe for pets?
Yes. The basin is food-grade stainless steel, the same material used for human cookware. Unlike plastic, it doesn't scratch into crevices where bacteria collect, a common cause of feline chin acne.
Still stuck?
Email contact@reforium.com. We answer within one business day.