12-Month Product Warranty

12-Month Carlow & Friends Product Warranty

We want you to shop with confidence. Carlow & Friends provides an additional 12-month product warranty on the Carlow & Friends 2.2L Cordless Pet Water Fountain purchased directly from our store.

1. Warranty provider and contact

Warranty provider: Carlow & Friends
Email: support@carlowandfriends.com
Business address: 17 Leinster Circuit, Ashtonfield NSW 2323, Australia
Telephone: +61 468 286 256

2. Duration

This additional warranty covers eligible defects that first appear within 12 months after the fountain is delivered to the customer. It is separate from our 30-day risk-free return offer and does not limit statutory rights.

3. What this additional warranty covers

Manufacturing defects or faults in the fountain under normal household use, including faults affecting the water pump, motor, rechargeable battery, charging system or motion sensor.

4. What this additional warranty does not cover

Ordinary consumable filter replacement, normal wear and tear, accidental damage, damage from improper use or cleaning, or unauthorised modification. These exclusions apply only to this additional voluntary warranty; they do not exclude any rights or remedies under applicable consumer law.

5. How to make a warranty claim

Contact our support team at support@carlowandfriends.com as the first step. If you prefer to send a written claim by post, send it to Carlow & Friends, 17 Leinster Circuit, Ashtonfield NSW 2323, Australia. This postal address is for written claims, not unsolicited product returns. Please include your order number or another proof of purchase, a brief description of the fault and, if reasonably available, photos or a short video. We aim to assess problems remotely and, where appropriate, organise a replacement fountain sent directly to you. Please do not post anything back unless our support team asks you to. We will provide return instructions and the return address privately when a physical return is reasonably necessary. Original packaging is not required.

6. What we'll do and claim expenses

If your claim is accepted under this voluntary warranty, Carlow & Friends will arrange a repair or replacement of the faulty fountain at no charge, within a reasonable time. Whenever appropriate, we can send a replacement directly without requiring the faulty fountain to be returned. If repair or replacement is not reasonably available, we will provide a refund. For a valid warranty claim, Carlow & Friends will cover reasonable costs for any return we request and shipment of a replacement. If we ask you to pay reasonable return postage upfront, retain your receipt and email it to our support team for reimbursement; alternatively, you can ask us for a prepaid return label. Any return address will be provided directly by our support team. Your rights under consumer law may provide further remedies.

For goods purchased outside Australia, additional local consumer protections may apply. Nothing in this warranty excludes those protections.

7. Your Australian Consumer Law rights

This warranty provides benefits additional to the rights and remedies available under the Australian Consumer Law. The following statement applies to goods supplied to Australian consumers:

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Your consumer guarantee rights may continue beyond the 12-month warranty period.