My Order Arrived Faulty or Damaged
Fountainland is committed to honouring its obligations under the Australian Consumer Law. As such, you are entitled to a replacement or refund if your item arrives to you in a faulty/defective or damaged state.
Please inspect your order when it arrives and look out for any damages or missing items. You must notify us of any faulty or damaged goods within 5 calendar days of receipt by emailing email@example.com. Failing to do so will void our insurance and warranty terms & conditions.
Please follow the below steps
Step 1: Take photos of the damaged areas of:
- The item: zoomed in
- The item: zoomed out (this is important to provide visual context of where the defect/damage is.
- The carton box/pallet (zoomed out)
Please provide a video, which will assist in locating any cracks or leaks.
Step 2: Send an email to firstname.lastname@example.org describing the damage.
Once we receive the required details from you, we will liaise directly with our supplier(s) to resolve the issue ASAP to minimise your inconvenience. Please allow 3 business days for us to assess the claim.
Damaged/faulty goods will be replaced at no charge.
I Want To Cancel My Order
You may request to cancel your order at any time prior to shipping. Please note, a full refund will only be issued if your order has not left the warehouse. Otherwise please see below for our returns policy.
We have a 30-Day Returns policy on all our products for your peace of mind when shopping with us.
We’re confident you’ll love our extensive range of garden fountains and ornaments. However, in the event that for whatever reason you’re unhappy with your order, you may take advantage of our no questions asked returns policy.
See below for full details.
- Our returns policy is valid for 30 days from purchase date.
- For eligibility, the item must be unused and in it's original condition with original packaging and manuals.
- Goods that have been assembled or used in any way are not eligible.
- Due to the nature of pumps, used pumps are not eligible for return.
- Initial & Return postage will be deducted from the refund. (Waived for defect goods). Please note postage costs are costs incurred delivering your order to your address and returning it to us and cannot be compared to the initial shipping cost charged, e.g. Free Shipping.
- A 10% restocking fee applies. (Waived for defect goods & exchanges).
- Contact us at email@example.com regarding your return.
- We need a few photos of the item in it's original packaging, including manuals.
- Shipping costs (initial & return) and the 10% restocking fee is provided for your confirmation to proceed with the return.
- We will coordinate with the courier and send you a label to be placed on the carton box. The item is to be placed at the front of your premises in a safe place to be picked up.
- After receipt of the item, please allow 3 business days for us to inspect the unit.
- You will receive a refund minus the aforementioned costs within 3-5 business days after the item is received and inspected to be in it’s original condition.