Most fountains and outdoor living item's we sell are made-to-order, "custom pieces" that cannot be returned once the order has been approved by the customer and processed by the manufacturer. Each item is therefore paid in-full at the time they are ordered so take the time to ensure you are ordering exactly what you want including the finish/stain option you want. Returns cannot be made for color/finish reason, unless the item is sent in a completely different finish than the customer approved at the time of ordering it.
Once the manufacturing process has started order's will not be refunded/cancelled for any reason as you have agreed to purchase said custom item by placing and approving the order.
For those items that are not custom produced by a manufacturer, please notify us within 3 days from the date of delivery or original purchase date if you feel you need to return or cancel an order. A returned merchandise order number (RMA) will be given to you and must accompany the returned merchandise. Returns without an RMA number will not be accepted.
All returns and exchanges must be returned unused, and in re-sell-able condition. This includes original packaging material, manuals, and all other accessories provided by the manufacturer.
Returns are subject to up to a 50% re-stocking fee. You will be given an in-store credit on returns less the re-stocking fee. In-store credits are valid for 1 year from the date of issue, or you can exchange the item(s) for an item of equal value or have the amount go toward the purchase of an item of greater value.
Actual shipping charges to and from your address will be charged for returned products and deducted from your in-store credit.
If an item is covered under a warranty, the customer is responsible for completing the “Warranty Evaluation Form” before sending it back to vendor. The customer is also responsibility for shipping cost to send the item back to the original address it was shipped from. Shipping cost is not refundable, and COD packages are not accepted. Any shipping discounts given when purchased will be charged back to the customer. An RMA number must accompany the return. If the manufacturer determines the failure is covered under the warranty, the item will be replaced or re-furbished by the manufacturer. No refunds or credits are given.
When Your Order Arrives
Always look at your shipment and inspect it for damages or missing items. Any damaged or missing items must be reported immediately while the delivery driver is at your property, and are not eligible for exchange if the delivery slip is not signed and dated by the driver. If we are not notified within 3 day business days (72 hours) the item may not be eligible for return or exchange. Again, only non-custom produced products are eligible for possible return pending approval by Pond and Fountain World, Inc.
PLEASE NOTE: On large items that ship by freight, the shipper will deliver the merchandise to your curb side. If shipments are not allowed or otherwise cannot be delivered to your curb side, special arrangements must be made with the shipper for you to pick up the package. Purchaser is responsible for getting the items off the delivery truck. We recommend you have at least 2-4 people available to help you remove your items. If needed, arrangements can be made with the shipper to provide a truck with a lift gate. Lift gates allow the items to be lowered to ground level. It is still the responsibility of the receiver to make arrangements to move the items from the curb to their desired location.
Please do not refuse delivery for minor damages. If a package is damaged, check the contents for damage before refusing delivery. If damaged appears to be minor, and only a few items need to be replaced, we recommend accepting the shipment (or at least any undamaged packages) after making note of the damages on the delivery receipt. Doing this will speed up the replacement process in many cases because parts can be shipped sooner and faster using other delivery methods.
Inventory the shipment
Check the number of boxes received against the number shown on the driver’s delivery sheet. If there is a shortage, write the number of missing boxes on your copy and the driver’s copy of the receipt, have the driver sign both copies! If there is any problem with your shipment, please contact us immediately. We will quickly make arrangements needed to fix the problem.
We do not anticipate that you will have the desire to return or exchange any of our items. However, if the need occurs, we want to make the process as simple as possible.
George B. Davis, President
Pond & Fountain World, Inc.
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