Sutherland Falls Natural Looking Woodland Design Water Feature

Please note that this Shipping and Returns policies are in addition to, and is not intended to exclude, restrict or modify your rights under the consumer guarantee provisions of the Australian Consumer Law (which forms part of the Competition and Consumer Act 2010 (Cth))

Shipping

Delivery

Most of our items are delivered within 3-5 business days within metro regions, 6-10 regional regions & 14-21 in remote areas served by our delivery network.

All of our orders are delivered during business hours. If you order multiple items from our website, you may receive multiple deliveries shipped by multiple carriers since items may be sent from different warehouse locations. Carriers are unfortunately not able to specify an exact delivery time for small to medium items, but for large items carriers may be able to advise morning or afternoon for delivery. We are currently unable to cater to any additional delivery requests including, but not limited to: express shipping, selection of specific delivery date or time, weekend deliveries, reserving or holding stock in our or our partner’s warehouse, consolidation of multiple orders or consolidation of items in an order if they are dispatched from more than one location.

Upon arrival of your package, please note any damage to the box as well as any damage to the item itself. It is important that you notify us of any damage due to transit as soon as possible after receipt of the item (e.g. within 48 hours), as any damage to the item after delivery will not be covered and may complicate your claim for in-transit damage. We will deal with items damaged in transit in accordance with the "Damaged or faulty returns" section below. To the maximum extent permitted by law, we exclude all other liability in respect of items damaged in transit. If you feel that the damage to an item or a box is too severe please refuse the package. There is no need to refuse all delivered packages if most are in good condition.

Depending on the size of the items in your order, we utilise the following shipping and delivery methods:

Small items

Many lightweight items can be shipped via Australia Post or Express Couriers. As soon as your item has left the warehouse you will be notified via email and be able to track your order online. Our standard shipping arrangement will require a signature upon delivery; however, you can select an option at checkout to leave the order at your door. If you are not at home at the time of delivery and you have not given an authority to leave the package, a notice with alternative arrangements will be left at your residence (usually your parcel will be stored at your local post office for pick up).

Medium sized items

For medium sized items such as chairs or flat packed furniture that cannot be shipped via Australia Post, we will send them through one of several freight carriers. Our standard agreement with our carriers does not include a call to arrange a suitable delivery time. However, once your items have left the warehouse, you will be able to track their journey online. Please note that delivery dates shown on the carriers’ websites are only estimates and we cannot take any liability for late deliveries.

Items will be sent to the shipping address you provide when placing your order. We cannot accept a PO box for these items as shipping address because our shipping partners are unable to deliver to a PO box. We suggest you provide a street address for delivery if you are purchasing furniture items.

Usually, our freight deliveries are sent straight to your doorstep and require a signature upon delivery to acknowledge that the items have been received in a reasonable order. However, if you anticipate that you might not be at home for your delivery, please select the option to leave the order at your door at checkout. Due to security and liability restriction of our carriers, the customer is responsible for bringing any of such merchandise into their home, so we recommend that you have someone available to help you carry the items into your home, unpack and install your furniture.

If, for any reason, our shipping partner is not able to successfully deliver your order they should leave a card with further delivery instructions. In these situations, we reserve the right to charge you for any additional costs incurred (e.g. shipping and storage) or to cancel the sale contract, in which case, we will fully refund you the net amount (i.e. the amount you paid minus shipping and storage costs).

Bulky and fragile furniture items

Large furniture items are mostly shipped using a two-man delivery service. Once your order has left the warehouse you will be notified via email. The carrier will typically contact you in order to arrange a delivery date that suits you best. Upon delivery, the drivers will carry your item into your room of choice if they deem it safe to do so.

Items will be sent to the shipping address you provide when placing your order. We cannot accept a PO box for these items as the shipping address because our shipping partners are unable to deliver to a PO box. We suggest you provide a street address for delivery if you are purchasing furniture items.

Please note that it may not be advisable to give an authority to leave for large items as we will not be liable for any loss and will not be able to provide the service to carry the items into your home and you may need to have someone available to help you.

In very exceptional cases where delivery may result in unusually high freight charges (including, but not limited to, remote delivery locations, inner city deliveries, island deliveries, etc.), we reserve the right to cancel an order. Please contact us first if you'd like to check if your location may be subject to unusually high freight charges.

Shipping charges

After selecting your preferred size/colour of the product that you wish to buy, you can calculate a shipping estimate by entering your postcode on the product page. The final postage cost for your order can be viewed during checkout and may change depending on additional items that you have added to your cart.

Free shipping is available only on selected products to selected areas. The following postcodes are excluded from all free shipping offers: 0800 - 0999, 2880 - 2889, 2898 - 2899, 4454 - 4499, 4694 - 4999, 5201 - 5749, 6215 - 6799, 7151 - 7154 and 9920 - 9998. Further postcode exclusions may apply depending on the selected product and in some cases may be limited to metro areas. To see if free shipping on a selected product to a postcode is available, please use the shipping estimator on the product page. Free shipping offers are for a limited time and are subject to change at any time.

The following postcodes are considered as metro areas. Sydney: 2000 - 2234, 2564 - 2566, 2745 - 2757, 2759 - 2770, 2890 - 2914. Melbourne: 3000 - 3095, 3101 - 3138, 3141 - 3156, 3161 - 3207. Canberra: 2600 - 2620. Brisbane: 4000 - 4179, 4205 - 4207, 4300 - 4305, 4500 - 4506, 4508 - 4511, 4520.

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.

You can always contact us for any return question at sales@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.