Kinetic Water Features strives to make your shopping experience as enjoyable as possible, and we work hard everyday to enrich the lives of our residential and commercial customers.
However, in the unlikely event that you are not satisfied with an order from Kinetic Water Features,you can be assured that you can return or exchange items within 30 days of receipt, subject to the terms and conditions set forth herein.
All returned items to Kinetic Water Features must be in new and 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. A 35% restocking fee less any shipping charges incurred will typically apply all returns, including freight shipping returns.
The ORIGINAL SHIPPING is NON-REFUNDABLE even if you received FREE shipping, 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 Kinetic Water Features, we ask you to please follow these instructions:
- Use email Returns@KineticWaterFeatures.com to initiate your return and receive a RMA (Return Merchandise Authorization) number. A return shipping address will be given to you at this time. An RMA is required to process any return. Returns without prior RMA shall be subject to refusal, so please make sure you request and are provided an RMA before sending merchandise back as a return.
- Carefully repackage the product or products in the manufacturer's original packaging, making sure to include all parts and paperwork. 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 UPS or other insured shipping provider. It is recommended that you insure the shipment yourself, as Water Feature HQ will not be 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 RMA number. Please remember to include your RMA 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.
- Please return your purchased product as soon as you receive your RMA. RMA will expire after 10 business days.
- 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 2-4 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 35% 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 Liftgate Instructions are not returnable under any circumstances. Please make sure you have read and understand the Special Order and Liftgate 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.
For information on returning damaged items please refer to our section on Damaged Shipments.