Returns and Refunds

Change of Mind Returns – 30 Days

We understand that sometimes a product might not be what you expected. If you wish to return your item for any reason:

You have 30 days from the date of purchase to initiate a return.

Items must be:

• Unused

• Returned with original packaging, manuals, and all accessories.

• Items that have been assembled, installed, or used (including used pumps) are not eligible for return.

• Return shipping costs are the responsibility of the customer.

• A 10% restocking fee applies to change-of-mind returns (waived for defective items or exchanges).

Return Process:

1. Contact us at support@fountainecho.com.au with your order number and reason for return.

2. Send clear photos of the item in its original packaging, including accessories/manuals.

3. We’ll confirm the return shipping cost and restocking fee before proceeding.

4. We’ll coordinate courier pickup and provide a return label.

5. Once received and inspected (within 3 business days), a refund will be issued minus applicable costs within 3–5 business days.

Note: Returns are not accepted for products labeled as certified pre-owned, used, or those purchased for temporary, promotional, or one-time use, such as trade shows or event setups.

Damaged or Faulty Items

If your order arrives damaged or defective, we’ll fix it—quickly and at no cost to you.

What to Do:

1. Inspect your item immediately upon delivery.

2. Take clear photos of:

• Damaged area (close-up)

• Entire item (zoomed out for context)

• Packaging or pallet (zoomed out)

• A video (if possible) to show issues like leaks or cracks

3. Email all details to support@fountainecho.com.au within 48n hours of delivery.

4. Our team will assess your claim within 3 business days and coordinate a replacement or full refund as needed.

⚠️ Failure to notify us of damage within 48 hours may void eligibility for insurance, warranty, and refunds.

All damage claims must be authorised before return. Please retain all original packaging until we confirm the resolution.

Cancellations

You may cancel your order at any time before shipment for a full refund. To cancel, please contact our customer service team promptly.

• If your order has already shipped, cancellation will be treated as a standard return and will be subject to return shipping costs and restocking fees.

• Custom-built or made-to-order items (e.g., concrete fountains, fibreglass liners) can be cancelled within 5 days of purchase. After that, a 20% cancellation fee will apply due to labor and materials already committed to production.

Additional Notes

• All returns must be pre-authorised by our customer service team.

• Shipping charges incurred for delivery and return are non-refundable, even if the order qualified for Free Shipping initially.

• Any deviations from this policy (e.g., product-specific terms) will be clearly stated on the relevant product page.

If you have any questions or need help with a return, our team is here to assist. Please contact support@fountainecho.com.au — we’re committed to ensuring your satisfaction at every step.