Refund policy
Returns, Refunds & Order Policy
Quick Overview
Many of our products are handcrafted and made specifically for you. Because of this, cancellation, return, and refund eligibility depends on whether your item is Made-to-Order or Ready-to-Ship. Please review the sections below carefully before placing your order.
Order Placement
- Once your order is received, details are promptly confirmed with the design studio to ensure a smooth fulfillment process.
- If an item becomes delayed or unavailable, we’ll contact you as quickly as possible with available options.
- When shipping information is available, tracking details will be sent to the email address provided at checkout.
Refunds & Replacements
Cancellation & Returns
Policies differ between Made-to-Order and Ready-to-Ship items.
Made-to-Order Items
Cancellation Policy
| Timing | Refund Eligibility |
|---|---|
| Within 24 hours of order placement | Full refund |
| After 24 hours | Order is no longer eligible for cancellation or refund* |
*Why?
Made-to-Order items enter production almost immediately. This process may include material allocation, concrete pouring, carving, and custom finishing by skilled craftsmen. Because each piece is handcrafted using natural materials, variations in color, texture, and finish are normal and part of the artisan appeal.
Refunds and returns are not available for damaged Made-to-Order items. Instead, Fountainful works directly with the designers on your behalf to coordinate repair or replacement as applicable.
Policy Exception (Rare Circumstances)
In rare cases, a Policy Exception may be granted at the discretion of the manufacturer. Policy Exceptions are a courtesy and must comply with the manufacturer’s terms, which may include return shipping costs, restocking fees, and final inspection approval.
Important: Any approved Policy Exception is subject to a minimum 20% administrative fee to cover Fountainful’s non-recoverable costs, including merchant processing fees and employee time.
Ready-to-Ship Items
Cancellation & Return Policy
Ready-to-Ship items may be eligible for cancellation or return depending on shipment status and manufacturer restrictions.
| Timing | Refund Eligibility |
|---|---|
| Within 24 hours of order placement | Full refund |
| After 24 hours & order has not shipped | Full refund, minus 20% administrative fee |
| After 24 hours & order has shipped | Full refund, minus 20% administrative fee and return shipping costs. Return shipping must be initiated within 48 business hours of delivery. Items must be unused, clean, and returned in original packaging. Some manufacturer exclusions apply; exclusions will be noted on the product page. |
To request a return, call 214-901-7275 or email sales@fountainful.com. You must obtain a Return Authorization Number (RAN) before shipping any item back. If approved, return shipping costs are the customer’s responsibility.
All approved refunds are issued to the original payment method used at checkout.
Delivery Inspection & Damage Claims
Damaged deliveries are extremely rare (less than 1% of all shipments), but following the steps below is critical to ensure a smooth claims process.
Damage must be reported within 48 hours of delivery by completing the Damaged Delivery Form or calling 214-901-7275. Please include clear photos of the shipment, packaging, product, and signed delivery paperwork.
After 24 hours, responsibility for filing a freight claim transfers to the customer.
Delivery Inspection Checklist (LTL / Freight Shipments)
Before You Sign for Delivery
- Confirm the shipment matches your order.
- Inspect the crate or pallet for exterior damage (torn shrink-wrap, broken pallets, exposed contents).
- Refuse delivery if damage is severe (items protruding from the crate or clear signs the pallet was dropped).
If Damage Is Found
- Drivers cannot wait for full uncrating.
- Clearly note all visible damage on the delivery paperwork (Bill of Lading or Delivery Receipt).
- Be specific. Example: Pallet arrived open with possible damage to contents.
- Sign and retain a copy of the paperwork.
Photograph the Damage
- Take clear photos of damaged or suspicious areas.
- Photograph the signed delivery paperwork.
- Send all photos to Fountainful immediately with a brief description of the delivery experience.
If a product is installed or used before a damage claim is filed, the freight carrier will deny the claim, and the customer will be responsible for replacement and reshipment costs.
Questions?
We’re happy to help clarify return eligibility before you place your order.
Call 214-901-7275 or email sales@fountainful.com.
Last updated: January 2026