Politique de remboursement
Last updated: April 15, 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.
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Return Policy (14 Days)
We offer a 14-day return policy. You have 14 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 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.
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How to Start a Return
To initiate a return, contact us at:
Email: info@fountaindepot.com
Returns must be approved before being sent back. Items returned without authorization will not be accepted.
If approved, you will receive instructions on how and where to send your item.
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Return Shipping & Fees
- Customers are responsible for return shipping costs unless the return is due to our error or a manufacturer defect
- Original shipping costs are non-refundable
- A restocking fee of up to 25% may apply depending on the product and manufacturer policies
- Special order and custom items are non-refundable
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Damages and Issues
Please inspect your order upon delivery.
If your item is damaged, defective, or incorrect, you must contact us within 14 days of delivery so we can resolve the issue promptly.
If approved, we will provide a replacement, repair, or prepaid return label where applicable.
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Non-Returnable Items
- Installed or used equipment
- Special order or custom products
- Opened consumables or treatment products
- Sale items and gift cards
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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.
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Refunds
Once your return is received and inspected, we will notify you of the approval status.
If approved, refunds will be issued to your original payment method within approximately 10 business days.
Please allow additional time for your bank or credit card provider to process the refund.
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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.
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Shipping Policy
We ship across Canada. Some products may have shipping restrictions or require special freight handling.
- Shipping times are estimates and not guaranteed
- Shipping rates are calculated based on product size, weight, and destination
- Large equipment may ship via freight carriers
Local pickup may be available from our warehouse in Markham, Ontario.
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Lost or Delayed Shipments
Once a package leaves our facility, it is in the hands of the carrier.
We will assist in tracking shipments, but we are not responsible for delays, lost shipments, or delivery issues caused by the carrier.
Claims must be reported within 30 days of shipment.
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Manufacturer Warranty
All products are subject to the warranty terms provided by their respective manufacturers.
Fountain Depot does not provide additional warranties beyond those offered by manufacturers.
Customers are responsible for reviewing manufacturer warranty coverage prior to purchase.
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Contact Us
If you have any questions regarding returns or shipping, please contact us:
Fountain Depot
250 Don Park Road, Unit 8
Markham, Ontario, Canada
Email: info@fountaindepot.com
Phone: 1-905-752-1226