It is our goal to achieve a 100% customer satisfaction rate. We will take any reasonable steps to make your experience at garden-fountains.com exceptional. If you have any questions, concerns, or comments, please email us at customercare@garden-fountains.com or call us at 800.920.7457, and we will do our best to assist you. Please note a Return Merchandise Authorization (RMA) number is necessary for all returns.
WHAT can be returned?
Any standard product that is shipped to an address in the contiguous 48 United States can be returned within 30 days of receipt for any reason. To ensure the product you are considering purchasing, or have already purchased, is a standard product, please contact Customer Service prior to purchasing.
Please note you must contact us via email at customercare@garden-fountains.com or call us at 800.920-7457 and obtain a Return Merchandise Authorization (RMA) number. This is VERY IMPORTANT, as different items need to be returned to different warehouses or distribution centers. Shipping charges are not refundable. Additional restocking fees may apply to returned items. If there is a problem with your order, for instance missing or broken parts, we will replace them immediately. Damages must be noted on driver delivery slip, and also notify us at 800.920.7457 to report the problem, please see our shipping and delivery policy for full details on damaged products.
All returned products must be in original shipping containers, complete with everything that was originally included. Standard items are not returnable if they have been used. Please note "special orders" and items where a patina/finish is chosen are not considered standard products and may not be returned under any circumstances, please contact Customer Service with any questions regarding which items are "special order" or standard items. Sale price items cannot be returned.
WHEN do items need to be returned by?
You have up to 30 days to return your purchase of any standard item for any reason. Please note you MUST contact us via email at customercare@garden-fountains.com or call us at 800.920-7457 and obtain a Return Merchandise Authorization (RMA) number. This is VERY IMPORTANT because different items need to be returned to different warehouses or distribution centers. In addition, different manufacturers may charge additional restocking fees for returned products. Shipping fees are non refundable and we reserve the right to assess a re-stocking fee equal to 25% of the purchase price of the item.
WHERE do items need to be returned to?
When you contact us via email at customercare@garden-fountains.com or call us at 800.920-7457 to obtain a Return Merchandise Authorization (RMA) number, we will give you the address to return your product to. This is VERY IMPORTANT because different items need to be returned to different warehouses or distribution centers.
HOW can I process a return?
1. Call or email us via the contact us link or 800.920.7457
2. We will provide you with an RMA number, which you must write in marker on the outside of the shipping box. Please note all returns must be made with original packing materials and boxes and arrive back to the manufacturer in the condition in which they were received.
3. Once we give you the return address, ship the product back to the address provided via a "trackable" method, and retain the tracking number for your records. Please note that Garden-Fountains does not pay for shipping costs on any return. All costs incurred will be the sole responsibility of the consumer.
4. Once we receive the item back and inspect that it has been received in the condition in which the product was shipped, without damage or missing pieces, we will credit your credit card back for 100% of the purchase price of the product less any applicable restocking fees.
WHAT is your cancellation policy
Our manufacturers do their very best to ensure that once your order is received it is processed immediately. Many of our products are custom stained or custom created and many manufacturers have already begun the creating process immediately after your order is received. We will do our very best to work with the manufacturer with regards to any cancellation requests, but due to the nature of our products we reserve the right apply a restocking fee to orders that are requested to be cancelled. This fee may range for each product and may be assessed at up to 25% of the purchase price of the product. Orders canceled after product has been picked up by the shipping carrier, or orders that are refused at the time of delivery become the property of Garden-Fountains.com and may result in forfeiture of product and/or funds. Final decisions on the disposition of refused product will be made at the sole discretion of Garden-Fountains.com. Please contact customer service with any questions regarding this policy.