Refund policy

Our Commitment to You

At Fountain Store, we stand behind the quality of our water features and garden decor. This policy outlines your rights under Australian Consumer Law and our process for returns and refunds.

Your Consumer Guarantee Rights

Under Australian Consumer Law, you are entitled to a repair, replacement, or refund if products are:

  • Faulty, defective, or damaged
  • Significantly different from the description or images
  • Not fit for their intended purpose
  • Not of acceptable quality

These rights cannot be excluded, even for sale or discounted items.

Faulty or Incorrect Items

Eligibility:If you receive a faulty, damaged, defective, or incorrect product

What to do

  1. Contact us at care@fountainstore.com.au within 30 days of delivery with photos showing the issue
  2. Include your order number and description of the fault or damage
  3. We will assess your claim and provide a resolution within 2-3 business days

Your remedy for major faults

  • Full refund to your original payment method
  • Replacement with an identical or comparable product
  • Compensation for the difference in value

Your remedy for major faults

  • Repair or replacement at our discretion within a reasonable timeframe

Return shipping: We will arrange and pay for return shipping or collection of faulty items

Change of Mind Returns: We accept change-of-mind returns within 7 days of delivery

Conditions

  • Item must be unused and in original, as-new condition
  • All original packaging, accessories, manuals, and parts must be included
  • Item must not be assembled, installed, or altered in any way
  • Proof of purchase (order number or receipt) is required

Return shipping costs

Customer is responsible for all return shipping costs on change-of-mind returns. We recommend using a tracked service to ensure safe delivery.

Refund method

Refund will be issued to your original payment method within 7-10 business days of receiving and inspecting the returned item

Not refunded

Original delivery charges are non-refundable for change-of-mind returns

Important

These change-of-mind conditions do not affect your rights for faulty or misrepresented products under Australian Consumer Law

Items That Cannot Be Returned (Change of Mind)

The following items are excluded from change-of-mind returns:

  • Custom-ordered or specially commissioned water features
  • Items marked as "made to order" or "non-returnable"
  • Items that have been assembled, installed, or used
  • Damaged packaging or incomplete returns

These exclusions do not affect your rights for faulty or misrepresented products under Australian Consumer Law.

How to Return an Item

For change-of-mind returns

  • Email us at [your email] within 7 days of delivery
  • Include your order number and reason for return
  • Wait for return authorization and instructions
  • Package the item securely in its original packaging
  • Send to: [Your return address]
  • Include tracking information and proof of postage

Do not return items without prior authorization

For faulty or incorrect items

  1. Email us at [your email] with photos of the issue
  2. Include your order number and description of the problem
  3. We will provide return instructions and arrange collection if required

Special Considerations for Large Items

For water features and large garden decor weighing over 20kg:

  • Items must be returned in original packaging to prevent damage during transit
  • Visual inspection will be conducted upon receipt before refund approval
  • We recommend insuring high-value returns during shipping

Processing Timeframes

  • Assessment: 2-3 business days after receiving your return request
  • Refund processing: Within 7-10 business days of receiving the returned item.
  • Refund appearance: Allow 5-10 business days for funds to appear in your account

Non-Refundable Costs (Change of Mind Only)

For change-of-mind returns:

  • Original delivery/shipping charges
  • Return shipping costs
  • Insurance or tracking costs for return shipment

Contact Us

For returns, refunds, or questions about this policy:

Email: care@fountainstore.com.au

Phone: 1300 848 094

Address: Showroom 6/19 Victoria Avenue, Castle Hill NSW 2154

Business hours: 10:00 - 15:00

Our guarantee: We are committed to resolving all return and refund requests fairly and in accordance with Australian Consumer Law