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Returns and Warranties
Warranties and Returns Information
|Placing an order indicates that you have read and understand our return policy and shipping information. Please review the following in detail, and if you have any questions, email us at firstname.lastname@example.org for clarification|
OUR RETURN POLICY
Returns of unused, unmodified merchandise are accepted EXCEPT for the Fountain Factory line and "custom" fountains, provided you notify us within 30 days of purchase and obtain a return authorization. Exceptions to this rule appear below.
CUSTOM FOUNTAINS: "Custom" fountains include any that are made to order and/or with specially applied finishes, paint, and/or patinas. Email email@example.com if you need clarity PRIOR to ordering. A customized fountain is one to which any modification has been made, such as a chosen finish, a logo, or any other modification.
CUSTOMER MODIFIED FOUNTAINS: Should the customer make any modifications to a fountain prior to returning it, the fountain will not be returnable under any circumstances, and the warranty will be void.
OUTSIDE THE USA: Returns from others countries are not accepted. If you purchase a fountain and have it forwarded to another country than the USA, the warranty is void and no returns iwll be permitted.
Shipping charges both ways are the responsibility of the customer, in addition to restocking fees outlined below. This means that the portion of the price paid for a fountain that was for the shipping cost of the fountain (these portions are included in the price of most fountains on our website) will be deducted from the refunded portion of the order. When returning an item, ship insured for the retail price of the item.
Returns of Cast Stone fountains, which are custom-painted, are not accepted. Please notice that the colors shown on the website are approximate and may vary due to your monitor's settings and small variations in the tint lots used by the manufacturers. Touch up paint may be required, and we are happy to supply it to correct small dings and or scuffs that happen normally in the shipping process. There will be a small bottle included with your cast stone fountain and more can be obtained if required.
NO RETURNS accepted on Fountain Factory fountains. Fountain Factory will repair or replace in the event that a fountain arrives damaged. NO RETURNS accepted on custom fountains or fountains where a trade discount is extended. Custom fountains are those that are fabricated to order and include the Hand-Painted Fountains, any fountain to which a finish is applied, Pool Waterfall fountains, and others as well. If you have any question as to whether your fountain is a custom fountain, please contact us prior to ordering by calling 877-394-6113 or emailing firstname.lastname@example.org
Process for returning fountains and lighting:
Call Molly at 1-877-394-6113 and request a Return Merchandise Authorization (RMA) number. Return the item to the address we provide, in its original box and packing materials, and include everything that was included in the original package including all papers and parts.
Shippers may require that you put the original item and its packaging inside of a new box. All returned lights and fountains must be unused and packed as they came in the original box and packaging. To receive credit, you must include the instructions, warranty instructions, and every thing that originally came with the item.
It cannot be emphasized enough that returned items must be insured for the total price you paid for the item. If something is damaged as it is being returned to us, no credit will be made, and we will not be held responsible for these damages, so please, insure it fully and retain your insurance papers.
Ship the product using the shipper's label, addressed address given to you when you received your RMA number. Include your RMA number on the shipping label. Do not write directly on the manufacturer's box- please use a shipping label so that the box may be reused. A box replacement charge may be levied if the original box is written upon.
If you have any questions about these instructions, please contact us for clarification.
Restocking fees are as follows:
15% for Art Matters Fountains and Stones Studio Fountains. 20% for Hand-Carved Slate Fountains, and 25% for all other fountains and lights -- in addition to shipping charges both ways.
DAMAGED ITEMS PROCEDURE
When a fountain or light fixture arrives damaged, we reserve the right to repair or replace the item. Photos of damages may be requested to support a claim.
On delivery, please make every effort to inspect the product BEFORE taking full receipt from the shipping company. IF YOU SIGN A RECEIPT INDICATING THAT YOU ACCEPT THE MERCHANDISE AS DELIVERED, that is binding on you. To clarify, you open the crate or box PRIOR to signing for the item, and make sure it looks sound and it's the same item you ordered. Products that ship by freight will only be delivered after the delivery company calls to make an appointment with you, so that you will be there at time of delivery. If the box shows significant signs of damage or you know that the product is damaged please refuse acceptance of the shipment and have the shipping company return the item to sender. It rarely happens, but should the wrong item be sent to you, refuse the shipment.
IMPORTANT: If damage is noted AFTER the delivery company has left you must report any damage to us within 3 days of receipt. Call 877-394-6113 and/or email us, referencing your order number, so that we may file a claim with the shipping company to replace or repair your merchandise. Failure to follow this requirement could result in you having to incur replacement cost for damaged items. Please keep all packaging materials to be used in the claims process with the shipping company.
Returning Damaged Products
In the unlikely event your item is received damaged, contact us at email@example.com, referencing your order number, and request a RMA (Return Materials Authorization) number. We will arrange to have the product shipped back at our cost. No shipments will be accepted without the RMA, so please call before returning any merchandise.
Digital photographs may be required to support a damage claim.
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