Adagio Water Features Return & Cancellation Policy
At Adagio Water Features, we are committed to delivering the highest-quality indoor waterfalls, wall fountains, floor water features, and custom-designed fountains. While customer satisfaction is our priority, we understand that returns may occasionally be necessary. Our return policy is designed to be clear, fair, and protective of both you and the integrity of our handcrafted products.
We accept returns of new and unused items within 30 days of delivery, subject to a 15% restocking fee plus all freight and shipping costs.
Shipping expenses—including outbound, return, and exchange shipping—are non-refundable.
To qualify for a refund, all returned products must be in new, unused condition, in the original manufacturer packaging (crate, pallet, or box), and must include all parts, manuals, accessories, hardware, and documentation.
Important Information
*Original Shipping Charges*
The original shipping cost is non-refundable, even if “free shipping” was offered.
For free-shipping orders, the actual freight cost incurred by Adagio Water Features will be deducted from your refund.
Natural Stone & Featherstone Variations
Every Slate, Marble, Granite, Travertine, and Featherstone panel is completely unique—variations in color, texture, veining, and mineral patterning are natural and expected.
Returns cannot be accepted due to dissatisfaction with natural stone variations.
If you prefer to choose your exact stone, please select our Stone Selection Option when you order.
See our complete stone inventory HERE
Custom & Tailor-Made Orders
Custom-designed, Tailor-Made, logo-engraved, and built-to-order water features are final sale.
They cannot be returned or canceled once production has begun.
Learn more about our custom options
Learn more about personalizing with a logo
How to Return a Product
1. Request a Credit Memo Number (CMN)
Before returning any item, contact our Customer Service team to request a Credit Memo Number (CMN) and the correct return address.
Returns without a CMN may be refused.
Your CMN will be valid for 10 business days.
2. Repackage Carefully in Original Packaging
The product must be returned in the original crate, pallet, or box, including all:
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Stone or Featherstone panels
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Hardware and tools
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Pumps and accessories
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Lights and transformers
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Manuals and paperwork
Missing components may result in replacement fees or denial of your refund.
3. Ship the Product Using an Insured Carrier
All return shipments must be sent via a fully insured freight or parcel carrier.
We strongly recommend insuring the shipment for the full purchase value.
Adagio Water Features is not responsible for:
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Damage that occurs during return shipping
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Lost shipments
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Improperly packaged items
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Any return sent without adequate insurance
If the returned product arrives damaged:
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No refund will be issued for damaged or partially damaged items
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This includes cracked/broken stone, damaged frames, scratched surfaces, missing parts, or features unusable as new
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The customer is responsible for filing a damage claim directly with the carrier they selected
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Adagio Water Features cannot file claims on behalf of the customer
Refunds are issued only for products that arrive in perfect, new, unused condition.
4. Inspection & Refund Processing
Once inspected and approved, refunds will be issued minus:
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Original shipping cost
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Return shipping cost (if applicable)
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15% restocking fee
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Fees for missing or damaged parts
Refunds typically take 2–4 weeks to process.
Payments made via check, wire, cash, or money order may require up to 30 days for refund issuance.
Non-Eligible Returns
A refund may not be issued if:
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The product shows signs of installation or use
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Parts, manuals, or accessories are missing
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The packaging is not original or is incomplete
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The item is damaged upon return (customer must file a carrier claim)
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The CMN has expired
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The item is a custom, Tailor-Made, or logoed feature
Damaged Shipments Upon Delivery
If your order arrived damaged from the carrier, please refer to our Shipping Policy for instructions on reporting freight damage.
Order Cancellation Policy
Stock Orders
Stock orders may be canceled before final shipment or production, but may still incur:
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Restocking fees
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Original and/or return shipping charges
Custom Orders
Custom, Tailor-Made, logoed, and built-to-order water features cannot be canceled once production begins. These sales are final.
