Shipping
Shipping for all items over £35.00 is free of charge; for goods up to the value of £35.00 will incur a charge of £4.95 for postage and packaging. These terms apply to mainland U.K. only. Shipping to other countries will incur extra shipping charges. Please call for costs.
If your order is received by 12.30pm it will be despatched the same day subject to stock availability. If you order is received after 12.30pm it will be despatched the next working day subject to stock availability.
All items ordered under the 2kg weight bracket are despatched by Royal Mail and any item over 2kg will be despatched via Parcelforce 24 hour service to the specified delivery address.
Although Fountain Softeners endevour to have your order with you within 24 hours, we can not however, be responsible for delays due to Parcelforce. If you goods are delayed by parcelforce Fountain Softeners can provide the customer with a tracking number.
Please notify Fountain Softeners within 48 hours of any damaged or missing items from your order.
Lost Items
If a customer reports to Fountain Softeners that they have not received their order, we will require a signed indemnity form from the customer before a replacement is despatched. The indemnity form will be issued to the customer upon reporting the lost item.
Returns
All of our products come with a 28 day returns policy. If you are not satisfied with your product(s) and you wish to return your order you must contact us by telephone in the first instance to discuss why the product(s) does not meet your requirements. Once this has been assessed and if an alternative can not be supplied, the product(s) may be returned for a refund.
Once we have received the returned item(s), you will be contacted (usually via email) advising you to this affect.
Unless the item is deemed faulty there will be an admin charge of £4.95 deducted from the refund total. The refund payment will then be issued to the customer in the form of cheque, and can be expected to be received within three weeks of your notification email.
All items claimed to be faulty will be tested in our workshops. If no fault is found with the item this will be returned to you as promptly as possible. Items that are returned as faulty, and where no fault is found after testing, and are subsequently not required by the customer will be subject to a 25% handling charge of the original sale price.
Refunds can be made to the credit/debit card that was used to place the original order, but this will incur an additional charge of £2.95 which will be deducted from the refund total.
N.B. All returns will be at the customers cost unless faulty, whereby Fountain Softeners will incur the costs. Goods deemed to be faulty also WILL NOT incur an admin charge.
