Return and Refund Policy

Overview

If you are unsatisfied with your purchase, please contact us within 60 days of receiving your item and we will process your return or exchange request. Requests made after 60 days will not be honored. Please contact us by email first: support@waterfountainonline.com

Return & Exchange Conditions

  • Items returned without prior authorization will not be accepted
  • Items must be returned within 60 days of receipt
  • All items must be in their original condition — unused, with tags, and in original packaging. Proof of purchase is required
  • Returns must be shipped using a method that provides tracking information

Non-Returnable Items

  • Sale items and gift cards are non-refundable
  • Damage or loss caused by the customer is non-refundable

Return Process

Step 1 — Submit a Request Email us at support@waterfountainonline.com with photos and/or videos of the item and your order number. Our team will assess your request within 3 business days.

Step 2 — Ship the Item Back If your return is approved, we will send you the return address and instructions. Items returned without authorization will not be accepted. We recommend using a trackable shipping method, as we are not responsible for lost returns.

Step 3 — Refund or Exchange Once we receive your return, we will inspect the item within 3–5 business days and process your exchange or refund.

Return Shipping Costs

  • If the return is due to our error (e.g., wrong item sent, product defect): we will cover the return shipping cost and issue a full refund
  • If the return is due to the buyer's preference (e.g., changed mind, wrong size ordered): the buyer is responsible for return shipping costs
  • No restocking fee will be charged

Refunds

  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund
  • If approved, the refund will be issued to your original payment method within 7 business days
  • If you have not received your refund after 7 business days, please check your bank account, then contact your bank or credit card company, as processing times vary
  • If you have completed all of the above steps and still have not received your refund, please contact us at support@waterfountainonline.com
  • Please note: original shipping costs are non-refundable

2-Year Limited Warranty

We stand behind the quality of our products and offer a 2-year limited warranty on all items.

Covered under warranty:

  • Defects in materials and workmanship
  • Structural damage under normal use conditions
  • Finish or surface defects present at the time of purchase
  • Pump malfunctions under normal use conditions (for products that include a pump)

Not covered under warranty:

  • Normal wear and tear
  • Damage caused by misuse, accident, or negligence
  • Freeze damage resulting from failure to drain the product before hard frost (as advised in our care instructions)
  • Damage caused by extreme weather events
  • Unauthorized modifications or repairs

Not sure whether your situation is covered? Just email us and describe what happened. We'll work with you to find the best solution — your satisfaction is our ultimate goal.

How to submit a warranty claim: Email support@waterfountainonline.com with your order number, a description of the issue, and photos or videos. We will respond within 3 business days.

Order Cancellations

  • To cancel an order, please contact us as soon as possible after purchase
  • If payment has been completed and the order has not yet shipped, you may cancel for a full refund
  • Once an order has shipped, cancellation is generally not possible. However, if you encounter any of the following circumstances, please contact us immediately and we will do our best to assist:
    • Package delayed or lost in transit
    • Incorrect order details discovered before delivery (e.g., wrong address)
    • Other reasonable special circumstances

We understand that every situation is different. If you're having difficulty, please reach out and explain what happened — we will do everything we can to find the best outcome for you.

Contact Us

  • Email: support@waterfountainonline.com
  • Phone: (626) 295-8730
  • Address: 834-F S Perry St, Castle Rock, CO 80104, USA
  • Hours: Mon–Sun, 9:00 AM – 8:00 PM (PST)