Refund policy

Returns, Refunds & Order Policy

Many of our products are handcrafted and made specifically for you. Because of this, cancellation and refund eligibility depends on whether your item is Made-to-Order or Short-Lead-Time. Please review the sections below before placing your order.

Once your order is received, details are promptly confirmed with the designers. If they relay that an item is delayed or unavailable, we’ll contact you with available options. 

Made-to-Order Items

Made-to-Order items cannot be returned.

The artisans build each creation to order and have no capacity to receive returned items.

Cancellation Window

Timing Refund Eligibility
Within 24 hours of order placement Full refund
After 24 hours Order is no longer eligible for cancellation or refund*
*Made-to-Order items are queued for production almost immediately — material allocation, concrete pouring, carving, and custom finishing are mapped out within a day of your order. Because each piece is handcrafted from natural materials, minor variations in color, texture, and finish are normal and part of the artisan appeal.


Damage Policy

Refunds and returns are not available for damaged Made-to-Order items. Instead, Fountainful works directly with the design studio on your behalf to coordinate repair or replacement.

A rare Policy Exception may be available at the manufacturer's discretion for eligible items. Any approved exception requires a minimum 20% restocking fee, is subject to physical inspection, and may include return shipping costs. Availability varies by manufacturer and material — contact us to confirm before assuming an exception applies.

Short-Lead-Time Items

These 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 not yet shipped Full refund, minus 20% restocking fee
After 24 hours, order has shipped Full refund, minus 20% restocking 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 and will be noted on the product page.

To request a return of a Short-Lead-Time item, call 214-901-7275 or email sales@fountainful.com. A Return Authorization Number (RAN) is required 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 these steps is critical for a smooth claims process. Damage must be reported within 48 hours of delivery by completing the Damaged Delivery Form or calling 214-901-7275, with clear photos of the shipment, packaging, product, and signed delivery paperwork. After 48 hours, responsibility for filing a freight claim transfers to the customer.

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), and refuse delivery if damage is severe.

If damage is found: Drivers cannot wait for full uncrating. Note all visible damage on the delivery paperwork (Bill of Lading or Delivery Receipt) — be specific, e.g. "Pallet arrived open with possible damage to contents." Sign and keep a copy.

Clearly photograph everything: Damaged or suspicious areas, plus the signed delivery paperwork. Send all photos to Fountainful right away with a brief description.

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.