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Our artificial rock products are extremely popular and will beautify your landscapes for many years. While I would love for you to follow me in the awesome world of water gardening we have different terms, conditions, shipping and return policies from all other products offered here at Garden Gnomes Etc. All these spectacular rock formations are the artwork of a waterfall artist and are custom made to your order and are very unique in color. Please take note that these are not mass produced products nor are they a stocked item. Please take some time in reading everything below as a freight shipment will be new to most.

IMPORTANT:

We can only ship to the 48 contiguous states

REFUNDS

 

In the unlikely event you are unhappy with the products you have purchased, You may ship them back using your shipping preference. However there is a 30% restocking fee on each order. You must notify us within 7 days (with proof of purchase) in order to receive your refund and authorization to ship the items back. Refunds are issued between 7 & 10 business days after your order is returned in its original condition and will be less the shipping of original purchase. ( Sometimes this process does take longer due to circumstances unforeseeable). If you have any questions please contact us before placing your order. Any alterations to our products such as holes for lights to waterfalls and holes in ponds for drains and lights voids warranty and will no longer be accepted for a return.

 
PLEASE NOTE:
 
1. Any returns that came by freight must be sent back on a pallet, secured and plastic wrapped
 
2. Any damage in your transit will not carry a refund and you will need to make a claim against your freight company
 

3. While I’d love everybody to follow me into the art of water gardening please know your size and quantity limitations

 
 

SIZE & COLOR SPECS

Please take note that all dimensions of products are only approximates and will vary from molds and conditions in manufacturing. The colors which are hand applied will differ from each other and will not always match the pictures. Colors are applied for a custom uniqueness which gives this product line the beauty like none others in the market place. Please give us 15 business days for fabrication of your pond, rock and waterfall order.

 
DAMAGES
 
 

If for some reason the product has been damaged during shipping we will replace the product. IMPORTANT (Please deny all items with damages by Freight shipment. Please inspect pallet or items prior to Truck leaving your location) I would highly recommend calling me @ 440-728-4564 if you need any guidance.

What you need to know:

1. ALL deliveries must be inspected before accepting

2. If damage is present pictures showing damage are required so we can make a claim

3. DO NOT sign bill of lading. Instead write refused due to damage and again take a picture of the document

If the above is not followed a damage claim will be impossible to file.
 
WARRANTY
 
 

The limited warranty covers any manufacturing structural defect for 5 years. We pride ourselves on supplying quality rock features that capture the beauty of nature and bring it to your home. We want the product to be of lasting value and provide this 5 year limited warranty for any structural defect in our product.

WHAT THE WARRANTY DOES NOT COVER:

  1. Color variations are not covered under this warranty. Our natural looking replica rock products are hand made to imitate nature. Consequently they have variations in color and finish. The rock finish is also designed to age naturally.
  2.  Damage caused due to incorrect installation is not covered by this warranty. The water features must be installed correctly. When installed correctly the Universal Rocks feature will be a lasting and beautiful contribution to your home.
  3. Pumps purchased with the Water Feature are not covered by this warranty. Any faults found with the pump will be referred to the pump manufacturer.
  4. Hoses and fittings are not covered by this warranty. Hoses and fittings must be replaced from time to time.
  5. Any alterations to waterfalls or ponds such as holes for lights or drains voids warranty. No exceptions!

WHAT THE PERIOD OF COVERAGE IS: 

The limited warranty is for 5 years from date of purchase. Please keep your receipt in a safe place should you need to claim. The receipt will prove date of purchase. You cannot make a warranty claim without this receipt.

HOW TO MAKE A WARRANTY CLAIM:

Please call me @ 440-728-4564

WHAT WE WILL DO: 

We will assess your product to establish the cause of the problem. If the problem is due to a structural fault in manufacturing, or a defective part. we will repair your product without charge

  • we will replace your product without charge or we will give you a credit on another Universal Rocks

WHAT WE WILL NOT DO:

  1. We will not refund.
  2. We will not travel to your residence to inspect the product. You must return the product to your place of purchase or an authorized repairer.