Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at care@fountainstore.com.au

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

All returns unrelated to a fault or damage like for instance a change of mind, return postage is to be borne by the buyer and a restoking fee of 5% related to manual handling, repackaging, etc... 

You can always contact us for any return question at care@fountainstore.com.au


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain purchases cannot be returned, like end of series items, clearance items bought from showroom or at fairs from display sections. We also do not accept returns for used items unless faulty and / or under valid unexpired warranty. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

See below for full details.


Conditions

  • 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).

Steps

  1. Contact us at care@fountainstore.com.au regarding your return.
  2. We need a few photos of the item in it's original packaging, including manuals.
  3. Shipping costs (initial & return) and the 10% restocking fee is provided for your confirmation to proceed with the return.
  4. 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.
  5. After receipt of the item, please allow 3 business days for us to inspect the unit.
  6. 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.