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 package when they arrive and ensure you note any damages or missing items when signing at delivery. You must notify us of any faulty or damaged goods within 48 hours of receipt of the goods by email to email@example.com. You have an additional 7 days to provide us with supporting pictures/videos of the damage. Failure to do so voids any transit insurance policy. The onus is on you to report any faulty or damaged goods immediately.
PLEASE FOLLOW THE BELOW STEPS:
STEP 1: Take photos of the damaged areas of (a) the item/pump, as well as (b) the carton box/pallet.
For fountains, we appreciate if you could 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.
PUMP WARRANTY CLAIMS
All of our pumps come with a strict 12-month warranty as standard unless otherwise stated. Warranty start date commences on date of receipt of goods. We allow a grace period of 5 calendar days post warranty expiry date. This means you have 365 + 5 = 370 days of warranty.
For warranty claims, please follow the above two steps. We will provide preliminary advice regarding repair.
Please note that the buyer is responsible for the initial shipping cost back to our warehouses where our supplier(s) will inspect the damage. If the damage is assessed to be due to a defect, we will replace the pump and ship the item back to you at no cost.
If the damage is assessed to not be in relation to a defect, a quote will be sent to you should you wish to proceed with repair.