Cancellations or changes to an existing order can not be made via voice mail. All cancellations and changes must be in writing and sent to sales@kineticfountains.com.

If a "made to order" item is cancelled after the production period, customer WILL be charged a 25% cancellation fee.

You will be 100% satisfied with your purchase from us!

In the unlikely event that you are not satisfied with the product(s) you purchase from Kinetic Fountains, you can have the confidence that you can return or exchange the item within 30 days of receipt for a 25% restocking fee less any shipping charges that were incurred. All returned items to Kinetic Fountains must be in new unused condition and packaged in the original manufacturer's box. All of the products parts, accessories, registration cards, etc must be returned for full credit. **IMPORTANT NOTE** The actual shipping cost you must pay to return an item to us may not match our flat promotional shipping rates. For example, we may charge only $14.99 to ship a large heavy item to you but the actual shipping cost is what will be deducted from your credit which will often be much higher than the promotional shipping. The ORIGINAL SHIPPING is NON-REFUNDABLE even if you received FREE shipping promotion, you will be chaged the actual shipping charges that we incurred to ship the product to you.

How to Return a Product

In the unlikely event you are required to return a product to Kinetic Fountains follow these instructions:

1. Contact us to receive a RMA (Return Merchandise Authorization) number. A return shipping address will be given to you at this time. An RMA is required to process a return. Returns without authorization are subject to refusal!

2. Carefully repackage the product in the manufacturer's original packaging, making sure to include all parts and paperwork. You may be required to place the manufacturer's box in a sturdier, shipping quality box. You will be charged a replacement fee for missing items or no credit will be given if manufacturer cannot supply replacement parts.

3. Return the product via UPS or other insured shipping provider. It is recommended that you insure the package as Kinetic Fountains is not responsible for loss or damage to merchandise that is being returned. Please insure the package for your purchase price. In the rare case that we receive a return and it has been damaged during shipment from you to us; we will notify you immediately so that you can file a claim with the shipping company.

4. **IMPORTANT NOTE** The actual shipping cost you must pay to return as item to us may not match our flat promotional shipping rates. For example, we may charge only $14.99 to ship a large heavy item to you but the actual shipping cost is what will be deducted from you credit which will often be much higher than the promotional shipping. The ORIGINAL SHIPPING is NON-REFUNDABLE even if you received a FREE shipping promotion, you will be charged the actual shipping charges that we incurred to ship the product to you.

5. Place a shipping label on the box and return the product to the address given to you when you received your RMA number. Please remember to include your RMA number on the shipping label. Do not write directly on the manufacturer's box- please use a shipping label so that the box may be reused. A box replacement charge may apply if the box is written upon.

6. The Return Materials Authorization (RMA) will expire 10 business days from the date that it was issued.

7. After we inspect your return, we will credit the purchase price back to the original credit card used for the purchase, minus the original shipping cost, the restocking fees and box or replacement part fees that may apply. Please allow up to 2-4 weeks for the credit to appear on your statement. We will send you an email confirmation to notify you when we have applied the credit to your card.

A restocking fee of 25% WILL be charged on all returned products. Refunds may NOT be given if obvious signs of use such as missing paperwork, parts, missing packaging materials, smudges or other marks indicating use, etc.

Please note that custom items, built-to-order, and personalized items cannot be returned due to their uniqueness to your specific needs. The items listed with Special Order and Lift Gate Instructions are not returnable under any circumstances. Please make sure you have read and understand the Special Order and Lift Gate Instructions prior to placing your order, if you need further assistance please contact our customer service department. Stain colors are approximate as shown on the website - they may vary according to your monitor settings. Please be aware that due to the size and weight of some materials of the items on our site, touch up paint may be necessary. Small scuff marks and or scratches that may occur on the item are not considered damage. You may receive a sample of touch up paint with your item and additional paint can be ordered through our customer service department for a minimal charge. The touch up paint can be used prior to and after setup of the item to cover small scuff marks and or scratches that may occur due to delivery or setup.

If you have any questions about returning a product, please contact us.

For information on returning damaged items please refer to our section on Damaged Shipments.

---

ABOUT KINETIC FOUNTAINS

Return to Top

Kinetic Fountains is about truly living, experiencing, and enjoying life. Our focus lies in sharing memories and connections with others, as well as enhancing people's connection with nature. We aim to help you achieve a deeper sense of peace and tranquility through the superior quality fountains, waterfalls and other water features we offer.

Our headquarters are located among the beautiful mountains, rivers and forests of Asheville, North Carolina. Asheville is known not only for its striking natural landscape, but also for its adventure, architecture, art, bluegrass music festivals, cuisine and the diversity of its people. Our warm days and cool nights are filled with an abundance of outdoor activities such as hiking in the Blue Ridge Mountains, white water rafting, apple picking, horseback riding, and taking in the sights and sounds of historic buildings and live music downtown. We count ourselves fortunate to enjoy a local culture that celebrates the heritage of the land.

We want to share this love of people, nature and life with you through our hand picked products and our unique combination of Southern hospitality, sophisticated design sense and personal dedication to service. Let us bring Asheville's waterfalls, rivers and lakes right into your home through our exquisite water features. Each one of our products has been carefully inspected by our team of product specialists to ensure that it meets our high standards of quality, craftsmanship and aesthetics.

When you call our customer service representatives, you deal with real people who care about you and your shopping experience - we are ready to help you in any way we can. We recognize our customers as individuals with differing needs and tastes, and we want to help you find that perfect item from our unparalleled selection of brands, styles, colors and designs. We have been faithfully offering personalized service to our customers since 1998.

Here at Kinetic Fountains, we stand behind our products and are proud to offer you an easy, no-hassle return policy. We are the experts in our field, and we are pleased to present a vast wealth of helpful hints, instructions, articles and information about our products that is unmatched by any of our competitors. Our price match guarantee, secure ordering system and privacy policy are testament to our commitment to offering the highest level of customer service. You may call us toll-free during office hours at 1-877-271-1112, and e-mail us any time at sales@kineticfountains.com.

Give yourself or a loved one the invaluable gift of gleaming, flowing water - for your health, the beauty of your home, and a new level of relaxation. Thank you for shopping with Kinetic Fountains.

Mailing and Shipping Address:

Kinetic Fountains
174 Bradley Branch Road Suite 3
Arden, NC 28704
Toll Free: (877) 271-1112
Fax: (877) 271-1112
sales@kineticfountains.com
www.kineticfountains.com
Office Hours: Mon-Fri 9 a.m. - 6 p.m. EST

---

PRIVACY POLICY

Return to Top

We Protect Your Privacy Online

Kinetic Fountains values and respects the privacy of our customers. We do not sell or rent the information you provide to us online to third parties. However, we do share your information with third parties under certain circumstances, primarily for order fulfillments.

The Information We Collect

We collect information (such as your name, email address, mailing address, and phone and credit card numbers) that you provide when you place an order, save your information with us or participate in a contest, promotion or survey. We may acquire customer names, email addresses and mailing addresses for select mailings from third parties.

How does Kinetic Fountains Use Your Information?

When you make an online purchase from Kinetic Fountains, we use your information to process your order. We will also send you e-mails to confirm your order, and we may need to contact you via phone, postal mail or email if we have other questions regarding your order. In addition, you will be automatically signed up to receive email updates about our products, services, contests, and promotions.

When you save your information with Kinetic Fountains, you will also be automatically signed up to receive email updates. If you participate in a contest or promotion, you may choose to receive email updates about our products, services, contests, and promotions.

If at any time you would like us to remove you from our email or postal mailing lists, feel free to contact Kinetic Fountains customer service. Please be sure to include your email address, full name and password.
From time to time, we may also send you e-mails to help us learn more about your shopping preferences. In addition, we may use information about your product interests and purchases to help us improve our site design and your shopping experience. If you make a purchase online or over the phone, we may also send you notices about our products, services, contests and promotions through postal mail.

Sharing Your Information with Third Parties

We contract with third parties to assist us in maintaining and managing our customer information to fulfill orders, promotions and to communicate with our customers. We do not authorize any of those third parties to make any other use of your information.

In addition, when we team up with another company to offer or provide products, services, contests or promotions, we and the other company may cross-reference our customer databases to identify common customers. We and the other company may use that existing information to identify future promotional opportunities and to fulfill promotional or contractual obligations.
Protecting Your Children's Privacy

Just like you, we at Kinetic Fountains are concerned about the safety of children when they use the Internet. Consistent with the Children's Online Privacy Protection Act of 1998, we will never knowingly request personally identifiable information from anyone under the age of 13 without prior verifiable parental consent.

If we become aware that a subscriber is under the age of 13 and has signed up without prior verifiable parental consent, we will remove his or her personally identifiable information from our files.

What are Cookies, and How Does Kinetic Fountains Use Them?

A cookie is a small data file that Web sites often store on your computer's hard drive when you visit their sites. A cookie may contain information (such as a unique user ID), that is used to track the pages of the sites you've visited. We use cookies but do not store personally identifiable information in your cookie.

We use cookies in order to improve your shopping experience. When you visit Kinetic Fountains, your cookie helps us keep track of your order as you shop at our site. If you have saved your information with us, your cookie allows us to recognize you when you return to our site and provides you with access to your account information. If you saved your information with or order from us, we also use cookies to monitor and maintain information about your use of our site. If you have not saved your information with or ordered from us, we may monitor and maintain information about your use of our Web site in a manner that does not identify you. In either case, this information helps us serve you better by improving our site design, as well as our products, services, contests, and promotions.

We also use cookies to track and maintain the identity of the Web site you visited immediately prior to ours to further improve our site design and to fulfill contracts with our business partners. We do not otherwise track any information about your use of other Web sites.

You can refuse cookies by turning them off in your browser. If you turn off cookies, though, we will not be able to track your order or enable you to make a purchase from our site. Nor will we be able to recognize you as a signed up user to allow you access to your account information.

Links to Other Web Sites and Services

Kinetic Fountains may contain links to other sites that are not under our control. These Web sites have their own policies regarding privacy, which you should review before visiting them. We have no responsibility for linked web sites and provide these links solely for the convenience and information of our visitors.

How do I Remove My Information from Email, Phone, and Postal Mailing Lists?

We want to communicate with you only if you want to hear from us. If you prefer not to receive information from us, either through email, postal mail or by phone, please let us know by sending us an email or calling customer service.

---

PRICE MATCH GUARANTEE

Return to Top

Our Low Price Guarantee: Quick and Simple

If you happen to find a lower price anywhere on an identical item, just show us the price and we will match it! If, within 30 days of your purchase at our company, you encounter a lower price anywhere, we will also refund the difference. *

Kinetic Fountains works hard to bring you low prices. If you have found a better price for this item, at another authorized dealer, we will match it guaranteed. We will provide you with an individual response. This is not an automated process, but we will respond as quickly as possible. If you need a more immediate response, please contact customer service.

* If the competitor limits quantities we reserve the right to do so as well, and if the offer is footnoted by "while supplies last", we reserve the right to confirm that the competitor still has the item in stock. Our Price Guarantee does not apply to competitor's bonus offers, free offers, auction websites, non-retail (wholesale) websites, private sales, special orders, typographical errors, clearance sales, liquidation sales, mail-in rebate offers, or where a service commitment is included in the transaction. Internet competitor offers must include shipping and handling charges as the basis for comparison. Additionally, we must be able to verify that it is the exact same product in brand-new condition.
Price match guarantee does not apply to non web-based stores or pickup orders.  We must be able to contact the competitor to confirm pricing.

Price matching is subject to providing proof of the manufacturer's part number and availability of the product. (i.e., current dated advertisement, register receipt, copy of webpage or catalog page) of a lower price, plus your original receipt to claim your refund for previous purchases. The terms of this guarantee are subject to change without notice. The retail value of any free gift delivered by Kinetic Fountains must be subtracted from the Kinetic Fountains price.

The following is an example:

Our Kinetic Fountains price
Price $74.00
Shipping & Handling: $11.99
Total Delivered $85.99

Competitor
Price $72.00
Shipping & Handling $12.99
Total Delivered $84.99
Difference $1.00 (Note: Prices do not include applicable taxes)

Price guarantee will be applied to no more than 3 of the same product shipped to the same address. We reserve the right to further limit quantities.

The terms of this guarantee are subject to change without notice.

For more information, or a specific price match request, please contact customer service.

---

SECURITY STATEMENT

Return to Top

Shopping With Us is 100% Safe and Secure- Guaranteed

The purchase area of our site is 100% secure. We use industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our Web site cannot be read in the event it is intercepted by someone else.
When you place an order with Kinetic Fountains you are automatically connected securely to our Secure Web Server. You may receive a message from your browser depending on how it is configured.

What Should I Look For?

How do I know my credit card information is secure?
To make sure you are accessing our secure server before you submit personal financial information, look at the lower left-hand corner of your browser. If you see an unbroken key or a closed lock (depending upon your browser), then SSL is active. To double-check for security, look at the URL or Location line of your browser. If you have accessed a secure server, the first characters of the address in that line should change from "http" to "https."

Guarantee Details

Under the Fair Credit Billing Act, your bank and/or credit card issuer cannot hold you liable for more than $50.00 of fraudulent charges. If your bank does hold you liable for any of this $50.00, Specialty Living Inc will cover the entire liability for you, up to the full $50.00. Specialty Living Inc will cover this liability only if the unauthorized use of your credit card resulted through no fault of your own from purchases made at Kinetic Fountains while using our secure server.
In the event of unauthorized use of your credit card, you must notify your credit card provider in accordance with their reporting rules and procedures.

---

DAMAGED SHIPMENTS

Return to Top

When your new product is delivered please make every effort to inspect the product before taking full receipt from the shipping company. If the box shows significant signs of damage or you know that the product is damaged please refuse acceptance of the shipment and have the shipping company return the item to sender.

If you determine that the product has been damaged after the delivery company has left you must report any damage within 3 days of receipt. This will allow us to file a claim with the shipping company to replace or repair your merchandise. Failure to follow this requirement could result in you having to incur replacement cost for damaged items. Please keep all packaging materials to be used in the claims process with the shipping company.

Please be aware that due to the size and weight of some materials of the items on our site, touch up paint may be necessary. Small scuff marks and or scratches that may occur on the item are not considered damage. You may receive a sample of touch up paint with your item and additional paint can be ordered through our customer service department for a minimal charge. The touch up paint can be used prior to and after setup of the item to cover small scuff marks and or scratches that may occur due to delivery or setup.

Returning Damaged Products

In the unlikely event your item is received damaged, contact customer service for a RMA (Return Materials Authorization) number. We will arrange to have the product shipped back at our cost. No shipments will be accepted without the RMA, so please call before returning any merchandise.