Damage Policy

Delivery Information

• Front of Property Delivery: Depending on accessibility, drivers will deliver your order to the front of your property only. Once off the truck, the shipping firm will not unpack or move the items. Please arrange any necessary assistance in advance.

Inspection Upon Delivery

• Examine Shipments: Upon delivery, every pallet, container, and shipment must be examined. If any package, crate, pallet, or item is damaged during shipping, note the damage on the delivery receipt and accept the shipment. If you are unable to fully inspect the items while the driver is present, write "Pending inspection for possible damage" on the receipt.
• Report Damages: Within 48 hours of receiving the item, send photos and videos of any damaged or missing items to info@waterfeaturesadore.com.au. This allows us to make a claim with the carrier, supplier, or manufacturer if necessary. Failure to email us within 48 hours will result in no acceptance of fault, damage, or missing items.
• Installation and Reporting Issues: We understand that installation takes time, and we highly recommend using a professional for installation, particularly for the heavier water fountains. That is why we provide a 48-hour window for you to inspect the item thoroughly. Please let us know of any damage or issues within 48 hours of delivery.
• Please do not send the water feature back with the delivery driver if you notice any damage or missing parts. Returns sent back this way will not be eligible for a refund, and return shipping will not be covered. All of our water features are handmade and shipped on pallets, and while we take great care in packaging, minor imperfections or transit issues can occur. If you experience any damage or missing components, please contact us immediately. We will do our best to resolve the issue promptly through replacement parts, repairs, or other appropriate solutions.

Liability and Insurance

• Post-Delivery Liability: Once the shipment is delivered and signed for as "good," the shipping insurance becomes void. If any damage is discovered after the consignee has signed the bill of lading and acknowledged that the product was received in good condition, Water Features Adore will not be held liable, unless noted otherwise on the delivery receipt.

Reporting Damages

• Non-Signature Deliveries: If your item was sent and left at your door without requiring a signature, report any damages within 1 day of receipt. After 24 hours, it is your responsibility to submit a claim to the carrier.

Returns and Warranty

• Proof of Purchase: A receipt or evidence of purchase is required to process your return. Please do not return your purchase to the merchant.
• Authority to Leave (ATL) Option: If you choose the ATL option, Water Features Adore is not liable for any missing items after delivery and cannot process warranty claims for such cases.
• Replacement Parts and Costs: Water Features Adore is not responsible for replacement parts if the guidelines are not followed. Installation and equipment charges are non-refundable.

• Weather conditions – warm, dry weather allows proper curing, whereas wet or cold conditions may delay the process.
• Staff availability – as our items are handcrafted, limited staffing can occasionally impact production schedules.
• Shipping schedules – delivery times depend on the courier and freight companies we work with, and may vary based on their logistics and availability.

For further assistance, please contact us at:

Water Features Adore
Phone: 1300 507 991
Email: info@waterfeaturesadore.com.au