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Ethan Paul Return and Exchange Policy
In the unlikely event that you are not satisfied with the product(s)
you purchase from Ethan Paul Fountains, you can have the confidence that
you can return or exchange the item within 30 days of receipt for a 15% restocking fee less any shipping charges that were incurred.
All returned items to Ethan Paul Fountains must be in new unused condition
and packaged in the original manufacturer's box. All of the products
parts, accessories, registration cards, etc must be returned for full
credit. **IMPORTANT NOTE** The actual shipping cost you must pay
to return an item to us may not match our flat promotional shipping
rates. The ORIGINAL SHIPPING is NON-REFUNDABLE even if you received
FREE shipping promotion, you will be charged the actual shipping
charges that we incurred to ship the product to you.
How to Return a Product
In the unlikely event you are required to return a product to Ethan Paul Fountains follow these instructions:
- Contact us to receive a Call Tag number. A return shipping address will be given to you
at this time. A Call Tag is required to process a return. Returns without authorization are subject to refusal!
- Carefully repackage the product in the manufacturer's original packaging,
making sure to include all parts and paperwork. You may be required to
place the manufacturer's box in a sturdier, shipping quality box. You
will be charged a replacement fee for missing items or no credit will
be given if manufacturer cannot supply replacement parts.
- Return the product via any insured shipping provider. It
is recommended that you insure the package as Ethan Paul Fountains is not
responsible for loss or damage to merchandise that is being returned.
Please insure the package for your purchase price. In the rare case
that we receive a return and it has been damaged during shipment from
you to us; we will notify you immediately so that you can file a claim
with the shipping company.
- Place a shipping label on the box and return the product to the address given to you when you received your Call Tag number. Please remember to include your Call Tag number on the shipping label. Do not write directly on the manufacturer's box- please use a shipping label so that the box may be reused. A box replacement charge may apply if the box is written upon.
- The Call Tag will expire 10 business days from the date that it was issued.
- After
we inspect your return, we will credit the purchase price back to the
original credit card used for the purchase, minus the original shipping
cost, the restocking fees and box or replacement part fees that may
apply. Please allow up to 2-3 weeks for the credit to appear on your
statement. We will send you an email confirmation to notify you when we
have applied the credit to your card.
A restocking fee of 15% WILL be charged on all returned products.
Refunds may NOT be given if obvious signs of use such as missing
paperwork, parts, missing packaging materials, smudges or other marks
indicating use, etc.
Please note that custom items, built-to-order, and
personalized items cannot be returned due to their uniqueness to your
specific needs. The items listed with Special Order and Lift
Gate Instructions are not returnable under any circumstances. Please
make sure you have read and understand the Special Order and Lift Gate
Instructions prior to placing your order, if you need further
assistance please contact our customer service department. Stain colors
are approximate as shown on the website - they may vary according to
your monitor settings. Please be aware that due to the size and weight
of some materials of the items on our site, touch up paint may be
necessary. Small scuff marks and or scratches that may occur on the
item are not considered damage. You may receive a sample of touch up
paint with your item and additional paint can be ordered through our
customer service department for a minimal charge. The touch up paint
can be used prior to and after setup of the item to cover small scuff
marks and or scratches that may occur due to delivery or setup.
If you have any questions about returning a product, please contact us at our customer service line 1-888-674-5550.
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