Return and Refund Policy

Cancellation & Refund Policy

At Elite Fountain Supply, we’re committed to providing an exceptional customer experience. That includes clear, fair, and customer-friendly policies around cancellations, returns, and refunds.

Order Cancellations (Before Shipping)

You may cancel your order at no cost any time within 24 hours of placing it.

After 24 hours:

• If the item has not yet entered production, a 15% administrative fee may apply.

• If the item has already shipped, or entered production (for custom or made-to-order items), the order cannot be cancelled.

To request a cancellation, please contact us as soon as possible via:

• Phone: +1 (978)-636-1265 (Mon–Fri 8 AM – 4 PM PST)

• Email: support@elitefountainsupply.com

• Live Chat: Available on the bottom-right corner of our website

Custom & Made-to-Order Products

Many of our fountains are made-to-order or custom-designed based on your selected finish or patina. These pieces begin production shortly after your order is placed.

As such:

• All sales are final on custom or made-to-order items.

• Cancellations and returns are not accepted once production has started.

• Because each item is handcrafted, slight artistic variation from product images is natural and not considered a defect or valid reason for return.

If you are unsure whether your item is custom or made-to-order, please contact us prior to purchasing.

Return Policy

We want you to love your purchase. If you're not fully satisfied with a standard, non-custom product, you may return it within 30 days of delivery under the following conditions:

Eligible Returns

• Item is unused, unopened, and in original packaging

• Return is initiated within 30 days of delivery

• A 25% restocking fee applies

• Return shipping costs are the responsibility of the customer

• Refunds are issued to the original payment method only, within 3–10 business days of return approval

If you're exchanging your product, we may assist with some return fees depending on the product — please contact us.

Non-Returnable Items

• Custom or made-to-order products

• Artistic fountains with unique patinas or finishes

• Used or installed products

• Products returned without original packaging

• Final sale or clearance items

To initiate a return, email us at support@elitefountainsupply.com with:

• Your order number

• The item(s) you wish to return

• The reason for the return

A Return Authorization Number (RAN) and return instructions will be provided. Returns without a valid RAN may be refused.

Shipping Time Estimates

Estimated shipping times are listed on each product page. However, these are not guarantees and may vary due to:

• Supplier or manufacturer delays

• Freight carrier backlogs

• Seasonal demand, material shortages, or labor disruptions

We appreciate your patience and understanding.

Damaged Items Upon Arrival

If your item arrives damaged:

1. Note damage on the delivery receipt

2. Photograph the damage, product label, and packaging

3. Email all details to support@elitefountainsupply.com within 24 hours
   

Damage claims filed beyond this window may be denied. Please inspect your items promptly.

Warranty Coverage

All products are covered by manufacturer warranties, ensuring you receive a fully functional, high-quality item. Refer to each product page for specific warranty terms.

Damage not reported within 30 days of delivery is not covered under warranty.

Customer Responsibilities & Acknowledgements

By placing an order on our site, you agree to the following:

• You will inspect the item upon delivery and report any issues within 24 hours.

• You are responsible for return or replacement shipping if you request a refund or exchange.

• Products must be unopened, unused, and properly packaged to qualify for a refund.

• Once shipped, orders are no longer eligible for full refunds.

• Delays in transit or manufacturing are not grounds for cancellations or chargebacks.

Refund Processing

Refunds are issued only to the original payment method, within 3–10 business days after inspection and approval of the return.

Chargebacks

We are committed to resolving all concerns professionally and promptly. If you have an issue with your order, please contact our support team first.

Initiating a chargeback without contacting us may be considered fraudulent. We kindly ask that you allow us the opportunity to assist you directly.

Contact Us

For further questions, please contact us below:

Business Name: Elite Fountain Supply

Phone: +1 (978)-636-1265

Email: support@elitefountainsupply.com

Business Hours: Mon - Fri 8AM - 4PM PST

By using this site and placing an order, you agree to these terms. If you do not agree, please do not use the site.