Refund policy
Last updated: October 27, 2026
If you are not completely satisfied with your purchase, please contact us first. We are committed to working with you to find the best solution.
Return Policy (30 Days)
You have 30 days after receiving your item to request a return.
To be eligible for a return:
- The item must be unused and in original condition
- The item must be in its original packaging
- Proof of purchase is required
Important: For fountains, aerators, de-icers, and similar equipment, once the unit has been installed, connected, or placed in water, it is no longer eligible for return.
How to Start a Return
Contact us at info@fountaindepot.com or 1-855-752-5795.
Returns must be approved before being sent back. Items returned without authorization will not be accepted. Once approved, you will receive instructions on how and where to send your item.
Return Shipping & Fees
Orders shipped to the United States
- Free returns: we provide a prepaid return label for eligible items shipped by ground (parcel) carrier. No restocking fee applies.
- Items shipped by LTL freight (large Aqua Control and AquaMaster fountain systems): the customer is responsible for return freight, and a restocking fee of up to 25% may apply.
Orders shipped within Canada
- Customers are responsible for return shipping costs unless the return is due to our error or a manufacturer defect.
- A restocking fee of up to 25% may apply depending on the product and manufacturer policies.
All orders
- Original shipping costs are non-refundable.
- Special order and custom items are non-refundable.
Damages and Issues
Please inspect your order upon delivery. If your item is damaged, defective, or incorrect, contact us within 30 days of delivery so we can resolve the issue promptly. If approved, we will provide a replacement, repair, or prepaid return label.
Non-Returnable Items
- Installed or used equipment
- Special order or custom products
- Opened consumables or treatment products
- Sale items and gift cards
Exchanges
We do not offer direct exchanges. The fastest way to receive a different product is to return your item (if eligible) and place a new order.
Refunds
Once your return is received and inspected, we will notify you of the approval status. Approved refunds are issued to your original payment method within approximately 10 business days. Please allow additional time for your bank or card provider to process the refund.
Order Cancellations
Orders may be cancelled within 24 hours of purchase, provided they have not yet shipped. If an order has already shipped, shipping costs (both outgoing and return) will be deducted from the refund.
Shipping
We ship across Canada and to the lower 48 United States. Kasco orders to the United States ship direct from Kasco's US warehouse. Some products require special freight handling. Shipping times are estimates and not guaranteed. Local pickup is available from our showroom in Markham, Ontario.
Lost or Delayed Shipments
Once a package leaves the shipping facility, it is in the hands of the carrier. We will help track shipments, but we are not responsible for carrier delays, lost shipments, or delivery issues. Claims must be reported within 30 days of shipment.
Manufacturer Warranty
All products are covered by their manufacturer's warranty terms. Fountain Depot does not provide additional warranties beyond those offered by manufacturers.
Contact Us
Fountain Depot
250 Don Park Road, Unit 8
Markham, Ontario, Canada
Email: info@fountaindepot.com
Phone: 1-855-752-5795