If your item was damaged in transit please save package and entire contents including any packing material. The majority of our items are shipped by UPS and we will assist you by filling the claim and will send out a replacement item. UPS will require receipt of entire damaged package.
NEW Item Returns
Should you decide that you no longer want the item that you ordered, you may return it UNUSED within 30 days of purchase. Customers must contact us prior to the return for an RMA number. Returns should be sent by UPS. If you must use United States Postal service please insure the unit for its value but do not require a signature. Packages sent by USPS that are signature required may be significantly delayed or possibly returned undelivered. Once your item is received undamaged, complete, and in salable condition we will issue you a refund for the item less a 15% restocking fee.
Any item that has obvious signs of use, is damaged, or has missing parts will be returned to the customer at their expense.
Shipping fees will not be refunded for returned items. If the item was sold with "free" shipping the exact cost of sending the item to you will be deducted in addition to the restocking fee.
Used items may be returned for exchange only. Used products such as fish food, water treatments, pond liner, and pond underlayment will not be accepted for refund or exchange.
Should you decide a different item will better meet your needs, you may return your item for exchange within 30 days of purchase. Customer must contact us prior to return. A full credit of the purchase price will be applied to the replacement item (less original shipping fee or amount paid to ship to you) providing the returned item is received complete and undamaged. Customer will pay for the return shipment, by UPS if possible, as well as any additional payment due on the replacement item and shipping for that item. If a Fountain Pump and Supply / Graystone Industries associate suggested the item to you while assisting you by email or phone we will pay for shipping on both the returned item and its replacement.
Product failure within 30 days
In the unlikely event your product should fail within 30 days of purchase, please contact us at once. We will authorize the return of the item by UPS and send a pickup label. Upon receipt of the failed unit with no signs of abuse or improper operation a replacement item will be shipped out to you at no charge. If a faster replacement is required the product can be purchased for immediate shipment with a full refund being issued upon the return of the failed unit pending its receipt in condition described above.
If the returned item shows any signs of abuse or improper operation, Fountain Pump and Supply / Graystone Industries will not replace the unit and it will be returned to the customer at their expense. If the replacement item has been purchased and shipped no refund for that purchase will be made.
The determination of abuse or improper operation will be determined by Fountain Pump and Supply / Graystone Industries in a fair and impartial manner based upon manufacturers guidelines. Complete documentation will be kept on any refused claims for the period of one year.
Should your item fail after the end of 30 days
Should your item fail after the end of 30 days from your purchase but before the end of any warranty on the item please contact Fountain Pump and Supply / Graystone Industries customer service at firstname.lastname@example.org for additional information. In some cases, as the Alpine brand products, you will be provided with their contact information for warranty service. With many other brands Fountain Pump and Supply / Graystone is authorized by the manufacturer to make a determination on your warranty claim and to assist you with a replacement.
It is imperative that you contact us prior to returning product for an RMA number so we may assist you quickly and professionally.
Items not covered by warranty
Any consumable item including but not limited to: Fish/Koi food, water treatments, chemicals, Light bulbs, UV bulbs and UV ballasts.
PUMPS WITH CUT OR ALTERED CORDS
Any pump that has the electrical cord altered in any way will immediately violate the warranty and will not be covered, replaced, refunded, nor repaired by Fountain Pump and Supply / Graystone Industries.
Pond Liners Over 500 Sq. Ft.
Important info about ordering Liners over 500 square foot - MUST READ
Orders of 500 square foot and over will require shipment by a freight carrier. We will provide the freight company with your telephone number so they may call you to arrange a date to deliver.
What is required: In order for the freight company to deliver there must be someone there to unload and sign for the order. Freight companies are responsible only for delivery of the material- customers are responsible for unloading it.
If you return any items from an order that received FREE Shipping, the original shipping savings associated with the returned item(s) will be deducted from the refund amount unless the return was due to our error.
Dispute Resolution-Please note that failure to read these policies will not prohibit them from applying. If any situation occurs that is not covered by this policy, Fountain Pump and Supply / Graystone Creations agrees to act in good faith to resolved the issue in fairness to all parties.