Refund policy

WorldOfFountains.com

Return & Refund Policy

Effective Date: December 15th 2025

WorldOfFountains.com sells heavy, freight-shipped water fountains fulfilled by EXACO TRADING, a Texas-based warehouse and logistics provider. Due to the size, weight, and specialized freight handling required for these products, the following Return & Refund Policy applies.

1. Fulfillment & Delivery Overview

All orders are fulfilled and shipped by EXACO TRADING.
Customer Service (Fulfillment & Delivery):
Email: customerservice@exaco.com
Phone: (512) 407-8500
Fountains typically weigh approximately 200–600+ lbs and ship via freight carrier.
Domestic U.S. delivery only.
Optional local installation may be arranged through EXACO TRADING (installation services are non-refundable once performed).

2. Inspection Upon Delivery (Very Important)

Because fountains ship by freight:

Customers must inspect the shipment immediately upon delivery before signing the delivery receipt.
If visible damage exists to the packaging or product:
- Refuse delivery or
- Clearly note the damage on the carrier’s Proof of Delivery (POD).
Notify us within 48 hours of delivery with:
- Photos of the damage
- Photos of the packaging
- Copy of the signed delivery receipt

Failure to report damage within this timeframe may void eligibility for replacement or refund due to carrier claim limitations.

3. Return Eligibility & Timeframe

Returns may be requested within 30 days of delivery.
Items must be:
- Unused and uninstalled
- In original packaging
- In resaleable condition
All returns require Return Merchandise Authorization (RMA) prior to shipment.

Returns sent without authorization may be refused or incur additional handling fees.

4. Return Authorization (RMA) Process

To request a return:

Contact WorldOfFountains.com or EXACO TRADING with your order number.
Provide photos of the item and packaging.
Upon approval, an RMA and return instructions will be issued.

Do not arrange freight pickup without written return authorization.

5. Restocking Fees & Non-Refundable Costs

Due to freight handling and warehousing:

A 15% restocking fee applies to all non-defective returns.
Original outbound shipping costs are non-refundable.
Installation fees (if applicable) are non-refundable once service has been performed.
If the product is returned damaged, used, or missing components, additional fees may apply or the return may be denied.

6. Return Freight Responsibility

For non-defective returns, the customer is responsible for all return freight costs.
Customers may:
- Arrange their own freight carrier, or
- Request EXACO TRADING to coordinate return pickup (freight charges will be deducted from the refund).
Returned items must be properly packaged for freight transport.

Refunds will not be issued until the product is received, inspected, and approved by EXACO TRADING.

7. Damaged or Defective Products

If your fountain arrives damaged or defective:

Report the issue within 48–72 hours of delivery.
EXACO TRADING and WorldOfFountains.com will coordinate:
- Replacement
- Repair
- Refund (if replacement is unavailable)

Manufacturer warranties may apply beyond the initial 30-day period.

8. Refused or Missed Deliveries

Refused deliveries may incur:
- Return freight charges
- Restocking fees
Missed delivery appointments or unaccepted shipments returned to the warehouse may result in deducted fees from any refund.

9. Refund Processing

Refunds are processed after inspection and approval by EXACO TRADING.
Processing time is typically 7–14 business days after warehouse receipt.
Refunds are issued to the original payment method, less:
- Restocking fees
- Outbound shipping
- Return freight and handling costs (if applicable)

10. Installation Services

Installation services (when arranged locally by EXACO TRADING) are optional.
Once installation has been completed, installation fees are non-refundable.
Any installation-related issues must be reported immediately.

11. Policy Updates & Legal Notice

This policy complies with applicable U.S. commerce and freight regulations. WorldOfFountains.com reserves the right to update this policy at any time. Changes will be posted on this page.