Refund policy

Refund & Return Policy

At Fountain & Flora, each fountain is handcrafted and made with care. Due to the size, weight, and custom nature of our products, please review our policy carefully before placing an order.

Custom & Made-to-Order Items

Most of our fountains are custom-made or built to order.

Because production begins shortly after purchase:

Deposits and custom orders are non-refundable once fabrication has started.
Orders cannot be canceled after production has begun.
Any modifications requested after production starts may result in additional fees and extended lead times.

Returns

Due to the size and specialty nature of our fountains:

We do not accept returns on custom or made-to-order fountains.
Returns may only be approved for non-custom items and must be requested within 48 hours of delivery.
Approved returns must be unused, uninstalled, and in original packaging.

Return shipping costs are the responsibility of the customer and may be substantial due to freight handling requirements.

Original shipping and installation fees are non-refundable.

Damaged Deliveries

Please inspect your order immediately upon delivery.

If your item arrives damaged:

Notify us within 24 hours of delivery.
Provide clear photos of:
- Packaging
- Exterior damage
- Product damage
Keep all original packaging materials for carrier inspection.

Failure to report damage within the required timeframe may affect claim eligibility with the shipping carrier.

We will work with the freight carrier to resolve approved damage claims as quickly as possible.