Refund policy

Returns

Water Features Adore is convinced that you'll be happy with your purchases in the end. If this is not the case, you have 30 days from the date of receipt to return or exchange the items for a restocking fee of 15% plus any shipping costs incurred. Items returned to Water Features Adore must be brand-new, unused, and boxed in the original manufacturer's packaging. All parts, pieces, accessories, registration cards, etc., must be returned with your item in order to get remaining credit. PLEASE NOTE THAT ORIGINAL SHIPPING IS NON-REFUNDABLE; regardless of whether you obtained Free Shipping, you will still be responsible for paying the actual shipping costs incurred by us in delivering the goods to you.

We require some images and videos of the product in its original box, together with any accompanying documentation.

Due to their uniqueness and specificity, customised, made-to-order, and personalised items definitely cannot be returned.

Use a shipper that is insured to return your merchandise. Water Features Adore advises insuring your shipment because we are not liable for the loss or damage of returned merchandise. It is advised to get insurance for purchase price. If, for some reason, we get a return that was harmed in transit, we will get in touch with you right away so you can make a claim with your shipping provider.

Damage Policy

Depending on accessibility, drivers will only deliver to the front of your property. Once your order is off the truck, the shipping firm won't unpack it or move it. Whenever assistance is required, kindly have it ready for delivery.

Upon delivery, every pallet, container, and shipment must be examined. Please NOTE the damage on the delivery receipt and ACCEPT the shipment if a package, crate, pallet, or item is damaged during shipping. Write "Pending inspection for possible damage" if you are unable to completely inspect while the driver is there. Within 24 hours of receiving the item, send photos and videos of the damaged items to info@waterfeaturesadore.com.au so we can, if necessary, make a claim with the carrier. We can decide what the best course of action is for your scenario once we receive your photographs and videos.

Once the shipment is delivered and the recipient signs for it as "good," the shipping insurance is void. If your item is damaged after the consignee signs the bill of lading and acknowledges that the product was received in good condition, unless otherwise noted on the delivery receipt, Water Features Adore will not be held liable.

Please let us know about any damages within 24 hours of receipt if your item was sent and left at your door without requiring a signature. It is YOUR responsibility to submit a claim to the carrier if 24 hours have passed.

We need a receipt or evidence of purchase in order to process your return. Please don't return your purchase to the merchant.

If you choose the Authority to Leave (ATL) option, we are unable to make any warranty claims and cannot be held liable if the product goes missing from your premises after delivery.

Please take note that we won't be responsible for replacement parts if the aforementioned guidelines are followed. Installation and equipment charges are not refundable for any reason.