Return Policy

In the unlikely event that you are not satisfied with your Adagio Water Features products, we will accept a return or exchange of the item(s) within 30 days of receipt for a refund less 15% restocking fee and freight costs. Any shipping charges that were incurred to send, exchange, or return the product will not be refunded.  All returned items to Adagio Water Features must be in new and unused condition and packaged in the original manufacturer's box, crate, or pallet. All of the products, parts, accessories, registration cards, etc. must be returned for a refund to be issued.

**IMPORTANT NOTE**

The ORIGINAL SHIPPING is NON-REFUNDABLE. If the product was purchased with “free shipping” the actual shipping charges that were incurred to ship the product will not be refunded.

Please note:

  1. Each Stone and Featherstone are natural and unique.  The coloration and tones will vary. Returns cannot be accepted because of dissatisfaction with the color or texture of the Stone or Featherstone. We offer stone selection as an option. This will allow you to pick your exact Stone or Featherstone. If you are looking for specific colors or patterns, please choose this option.
  2. Custom items, built-to-order, Tailor-Made, personalized, or logoed items cannot be returned. These sales are final.

 

How to Return a Product

  1. Contact customer service to request a Credit Memo Number (CMN) and return shipping address. A CMN is required to process a return. Returns without authorization are subject to refusal. Please ensure you receive a CMN before sending your purchase back as a return.
  2. Carefully repackage the product in the manufacturer's original packaging, making sure to include all parts and paperwork. You will be charged a replacement fee or no credit will be given for missing parts.
  3. Return the product via an insured shipping provider. It is recommended that you insure the shipment for your full purchase price. Adagio Water Features is not responsible for loss or damage to merchandise that is being returned. In the event products are returned damaged we will notify you immediately so that you can file a claim with the shipping company. We will not issue a refund for products that are returned damaged.
  4. Please return your purchased product as soon as you receive your CMN.  The CMN will expire after 10 business days from issuance.
  5. After we inspect your return, we will refund the purchase price, minus the original shipping cost, the restocking fees, and missing or damaged part fees that may apply. Please allow up to 2-4 weeks for the credit to be processed. We will send you an email confirmation to notify you when we have applied the credit.
    • If the original payment was by check, money order, wire transfer, or cash please allow 30 days for a refund check to be mailed via regular U.S. mail.

A restocking fee of 15% will be deducted for all returned products. Refunds may not be given if the items have obvious signs of use such as missing paperwork, parts, missing packaging materials, smudges, scratches, or other marks indicating use, etc.

For information on products damaged in shipment please refer to our Shipping Policy. 

Canceling Orders

Stock orders can be canceled before final delivery (en route or in production). However, the customer may be responsible for the same restocking fees and shipping costs as if the item(s) had been delivered.

Custom items, built-to-order, Tailor-Made, personalized, or logoed items cannot be canceled. These sales are final.