Returns and Exchanges
The Vortex Fountain is designed to make your environment more relaxing. We want you to have a positive experience in the Vortex Shop, too… even if you need to return something. So, we’ve made it as simple as possible.
What can I return?
You may return most new, unopened items sold by VortexFountain.com to addresses in the United States within 30 days of purchase for a full refund. And we’ll gladly replace parts that were broken in the shipping process. For orders to addresses outside the United States, please see our International Returns Policy.
My fountain arrived broken. Can I get an exchange?
Absolutely. Contact us for a return label to send back the broken fountain. Once we get it, we’ll send you a brand new one. If you’d rather just exchange the broken piece for a replacement part, we can make that happen, too.
When will I get my refund?
Most refund requests are processed within three to five business days after we receive your return. Sometimes, through, it takes the bank or credit card company a few more days (or even a week) to put the funds back in your account, so please be patient. Refunds will be credited back to the credit card or PayPal account used for the original purchase. Sorry, we can’t send you a check or cash.
Does VortexFountain.com offer replacements and exchanges?
Yes, on most items. If you received a damaged or defective item, let us know as quickly as possible so we can email you a return shipping label; send back the broken one and we’ll quickly ship you a replacement. If you would like to exchange an unopened item for another, you can exchange it for a different size or color (if applicable), plus shipping and handling.
Will I get a full refund or a partial refund?
When you return a new, unopened item within 30 days of purchase, in most cases, you’ll get a full refund. After 30 days, or when items are returned used, damaged or missing pieces, partial refunds and restocking fees may apply.
|If You Return...||Your Refund Will Be...|
|New, unopened items within 30 days of purchase||100% of the price paid for the item|
|Items in original condition past the 30-day return window||75% of the price paid for the item|
|Items that are damaged, missing parts, not in the original condition, or have indications of use||Up to 50% of the item's price|
Please note: Shipping and handling costs are not refundable. Orders outside the United States are not eligible for pre-paid return shipping.
How do I return an item for a refund or exchange?
If you need to return your purchase from VortexFountain.com, you’ll have 30 days from the date of purchase to request a refund or exchange.
- Request a Return Merchandise Authorization (“RMA”) from our customer service team within 30 days of your purchase date by going to VortexFountain.com/returns and filling out the form at the bottom of the page. To speed up the process, it helps to give us some specifics including your name, email address, and/or order number.
- When we get your request, we’ll verify the purchase and send a pre-paid return label to the email address on your order. Use that label to send the item back to us.
- The returned product must be in good physical condition (not broken, damaged, or showing indications of use) and in its original packaging. All the pieces originally included with your product must be included with your return. Accessories purchased separately are considered separate items.
Once we receive and verify your return, VortexFountain.com will offer you one of the following options:
- A replacement item. We will pay for shipping a replacement item to you.
- A refund or partial refund for the original purchase price plus applicable taxes (minus original shipping & handling costs). Refunds can only be credited to the credit card or PayPal account used in the original purchase and only in US dollars. Shipping and handling charges are not refundable.
International Returns & Exchanges
Fill out the RMA Request form below to let us know that you would like to return your item. Orders using non-United States addresses are not eligible for pre-paid return shipping. Use the shipping method of your choice (we recommend you use a service that offers tracking) to send the item back to us with a copy of the invoice you received with the item you are returning. To expedite the process, always provide your customer number or order number.
If you have misplaced the invoice, please include a note with your full billing address, order number or customer number so that we can issue a refund or exchange.
MRM Innovations, LLC
1476 Delashmut Ave.
Columbus, OH 43212
Request a Return Merchandise Authorization
We’re very sorry to hear that your order may not have lived up to expectations. We want to make it right. Please use this form to request a Return Merchandise Authorization. Fully completing the information will help us more quickly find your order information and speed up the process of correcting the issue.
(If you have questions or comments not associated with a return or exchange, please contact us here.)