Adagio Water Features Return & Cancellation Policy

Adagio Collections, LLC, d/b/a Adagio Water Features

Effective Date: 22 September 2026 | Last Updated: 22 September 2026

At Adagio Water Features, every water feature is made to order and handcrafted for the customer who orders it. This policy explains when orders may be canceled or returned. It is part of our Terms of Service.

Order Cancellations

Catalog (Production) Models

Catalog orders may be canceled within forty-eight (48) hours after payment is accepted for a full refund.

After 48 hours, your water feature is already being made specifically for you. A cancellation after 48 hours is treated as a return: the 15% restocking fee applies, plus any shipping costs already incurred. If the order has already shipped, the full return process below applies.

Custom Orders

Custom, Tailor-Made, modified, logo, and personalized water features require a non-refundable deposit. Custom orders cannot be canceled once drawings or proofs are approved or production begins.

Returns

We accept returns of catalog water features within thirty (30) days of delivery, provided the product is new, unused, and not installed, and is returned in its original packaging (crate, pallet, or box) with all parts, including:

• Stone, Featherstone, glass, or mirror panels
• Hardware, brackets, and tools
• Pumps and accessories
• Lights and transformers
• Manuals and paperwork

Not Returnable

• Custom, Tailor-Made, modified, logo, and personalized water features
• Products that have been installed or used
• Products returned for dissatisfaction with natural stone or Featherstone variation
• Products returned for minor color variation from a proof, screen image, printed sample, or specified PMS color

Natural Stone and Featherstone Variation

Every slate, marble, granite, travertine, and Featherstone surface is unique. Variations in color, texture, veining, and mineral patterning are natural and expected, and returns cannot be accepted for them. If you prefer to choose your exact stone, please select our Stone Selection Option when you order.

Defective Products

If your product has a defect in materials or workmanship, please contact us. Defects are handled under our Limited Warranty, not as a return, and no restocking fee applies.

Damaged in Shipment

If your order arrived damaged, please follow the damage reporting steps in our Shipping Policy. Damage must be noted on the delivery receipt and reported within 48 hours of delivery.

Return Fees

Approved refunds are issued minus:

• A 15% restocking fee
• Original outbound shipping. On orders where shipping was included in the price, the actual freight cost paid by Adagio will be deducted.
• Any fuel surcharge paid on the order, which is non-refundable
• Return shipping, if paid by Adagio
• Fees for missing or damaged parts

How to Return a Product

1. Request a Credit Memo Number (CMN). Before returning any item, contact us at info@adagiowaterfeatures.com or (801) 255-9484 to request a CMN and the return address. Returns shipped without a CMN may be refused.
2. Ship within 10 business days. Your return must ship within ten (10) business days after the CMN is issued. After that, the CMN expires and the return will not be accepted.
3. Package carefully. Return the product in its original crate, pallet, or box with all components. Missing components may result in replacement fees or denial of your refund.
4. Ship insured. Returns must be sent by a fully insured freight or parcel carrier. We strongly recommend insuring the shipment for the full purchase value.

Damage During Return Shipping

Adagio is not responsible for damage during return shipping, lost return shipments, improperly packaged items, or returns sent without adequate insurance. If a returned product arrives damaged, including cracked or broken stone, damaged frames, scratched surfaces, or missing parts, no refund will be issued, and the customer is responsible for filing a claim with the carrier they selected. Adagio cannot file claims on the customer's behalf.

Inspection and Refunds

Refunds are issued only for products that arrive in new, unused condition. Once the return is inspected and approved, the refund is issued to the original payment method, minus the fees listed above.

• Refunds typically process within 2–4 weeks after inspection.
• Payments made by check, cash, wire transfer, or ACH are refunded by check or ACH and may take up to 30 days.

Refused Deliveries

A shipment refused at delivery is treated as a return. For catalog models, return fees apply as described above. Custom orders refused at delivery are not eligible for a refund.

Contact Us

Adagio Collections, LLC, d/b/a Adagio Water Features

6803 S 300 W, Midvale, UT 84047, United States

Email: info@adagiowaterfeatures.com | Phone: (801) 255-9484