Review the steps that apply before ordering, when your delivery arrives, when a return is requested, or when product support is needed. Product-page terms, written quotations, order confirmations, approved submittals, and project agreements may contain additional conditions.
The appropriate resolution depends on the product, shipment method, condition, timing, and reason for the request. Do not install, alter, discard packaging, refuse delivery, or send merchandise back until the applicable instructions have been reviewed.
30 DaysReturn requests for eligible products must generally be submitted within 30 days after delivery.
RMAReturns require prior authorization and a Return Merchandise Authorization number.
35%Buyer’s-remorse, changed-mind, or no-longer-needed returns may carry a 35% restocking fee.
5–10 DaysInspection and processing may require five to ten business days after the return is delivered.
Terms can vary by product.
The product page, written quote, invoice, order confirmation, approved submittal, or project agreement controls when it states a different return, shipping, cancellation, or warranty condition.
Upon Arrival
Inspect Before Signing or Installing
Prompt inspection helps distinguish carrier damage, fulfillment errors, missing components, product defects, and installation concerns. Keep every carton, label, insert, and protective material until the order has been fully checked.
Delivery Inspection Checklist
Inspect the shipment before the fixture is moved to the installation area or released to the contractor.
Count all cartons and compare the shipment with the packing list.
Review the product model, finish, quantity, and accessories.
Photograph every side of any carton showing impact, puncture, crushing, or water exposure.
Open cartons promptly and inspect concealed components.
Keep original packaging until the order is accepted and installation is ready to begin.
Do not install a damaged, incorrect, incomplete, or questionable product.
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Delivery Documentation
For freight deliveries, note visible damage on the delivery receipt or bill of lading and sign the receipt subject to inspection. Retain a copy of the signed delivery document, shipment label, tracking information, and photographs of the carton before it is opened.
Contractor Scheduling
Avoid scheduling demolition, plumbing, electrical work, wall closure, or final installation solely around an estimated delivery date. Confirm that the correct product and all required components have arrived before committing labor or site access.
Visible Damage
Photograph the condition, describe it on the carrier document, and ask the driver to acknowledge the damage before departure.
Concealed Damage
Open the cartons promptly, retain all packaging, and submit photographs as soon as concealed damage is discovered.
Order Verification
Confirm the exact model, finish, configuration, voltage, rough-in, dimensions, and included accessories before installation.
Returns
Return Eligibility and Product Condition
Eligible merchandise must remain resalable and must be returned through the authorized process. Approval to request an RMA does not guarantee a full refund; the final determination is made after the product is received and inspected.
Basic Eligibility Requirements
The request is submitted within the applicable return period.
The customer provides the original order information, including the order number.
An RMA number and return instructions are issued before shipment.
The product has not been installed, connected, tested with water, altered, drilled, cut, or modified.
The item is clean, complete, free from scratches, and suitable for resale.
Original cartons, inserts, hardware, accessories, manuals, tools, and labels are included.
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What New and Unused Means
A product should show no evidence of plumbing connection, water testing, electrical connection, mounting, assembly, sealant, tool marks, scratches, removed protective film, modified wiring, or site alteration. Repackaging must protect every finished surface and component during return transportation.
Inspection Deductions
Missing parts, damaged retail packaging, poor repacking, attempted installation, cosmetic damage, or other conditions that reduce resale value may result in additional deductions or denial of the return.
01
Return Timing
Return requests for eligible products generally must be filed within 30 days after delivery. Once instructions are issued, the shipment must also be sent within the authorization period stated by Customer Service.
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Late requests are normally not accepted. An exception, when approved, may be subject to a higher restocking fee or additional conditions. The RMA email should be reviewed for the exact shipment deadline and destination.
02
Restocking and Shipping Costs
Buyer’s-remorse, changed-mind, and no-longer-needed returns may be subject to a 35% restocking fee. Original shipping, handling, expedited delivery, and return transportation are generally not refundable.
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The customer is generally responsible for insured, trackable return shipping when the return is not caused by an approved fulfillment error, shipping claim, or confirmed manufacturing defect. Additional charges may apply when products arrive incomplete or damaged because of inadequate repacking.
Authorization
How to Request an RMA
Merchandise sent without authorization may be refused, misdirected, delayed, or not credited. Use only the return destination and instructions stated in the RMA communication.
Authorized Return Procedure
Contact Customer Service before shipping any product.
Provide the order number, purchaser information, product model, quantity, and reason for the request.
Submit photographs or video when the condition, packaging, damage, finish, or product identity must be reviewed.
Wait for the RMA number, eligibility decision, return address, packaging instructions, and deadline.
Package the complete product securely and place the RMA identification where instructed.
Use trackable, insured transportation and retain the shipping receipt.
Allow time for delivery, inspection, refund calculation, and payment-provider processing.
Do not use a general address without authorization.
The correct return location may depend on the product, supplier, warehouse, or claim type.
After Approval
Refunds, Exchanges and Cancellations
Refund calculations depend on the reason for return, product condition, shipping costs, restocking charges, missing components, and any order-specific terms. Direct exchanges may require a return and a separate replacement order.
Refund Processing
Returned merchandise is inspected before credit approval. Inspection and processing may require five to ten business days after delivery.
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Approved refunds are generally issued through the original payment method. The posting date may vary by bank, card issuer, payment platform, or account status. Shipping, handling, duties, brokerage, installation, labor, and other non-product costs may be excluded.
Exchanges
An exchange may be handled as an authorized return followed by a new order. Availability and pricing are confirmed at the time of the replacement order.
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Finish changes, model changes, dimension corrections, compatibility changes, and customer-selection errors remain subject to eligibility, restocking, and return-shipping requirements. Replacement merchandise may not be reserved until payment and order details are complete.
Order Changes and Cancellations
Submit change or cancellation requests immediately. A request is not guaranteed once sourcing, customization, processing, labeling, or shipment has begun.
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Special-order, specially quoted, limited-stock, custom-size, custom-finish, and project-specific products may be non-cancelable. Address changes, intercepts, refused deliveries, storage, or carrier rerouting may create additional charges.
Refund Component
Typical Treatment
Important Consideration
Eligible product value
Considered after inspection
Condition, completeness, and authorization affect the final amount.
Restocking fee
May be deducted
Buyer’s-remorse, changed-mind, or no-longer-needed returns may be assessed 35%.
Original shipping and handling
Generally not refundable
Free-shipping orders may still involve unrecoverable outbound transportation costs.
Return transportation
Generally paid by customer
Use insured and trackable service unless a different method is authorized.
Duties, taxes, brokerage and currency fees
Generally excluded
These may be collected by governments, carriers, brokers, or financial institutions.
Labor and project costs
Not included
Installation, removal, reinstallation, contractor delay, storage, and site costs remain separate.
Claims
Damaged, Missing or Incorrect Shipments
Report shipping or fulfillment concerns before installation. Claims are easier to evaluate when the original packaging, shipping label, delivery documents, and clear photographs are available.
Damage Claim Evidence
Purchaser name, order number, and delivery date
Tracking number, freight number, or bill of lading
Product model, finish, quantity, and affected component
Photographs of all carton faces, shipping labels, and product labels
Photographs of inner packaging and the damaged area
Copy of the delivery receipt with any damage notation
Brief description of what was observed and when it was discovered
Report promptly.
Parcel damage should be reported within two days of UPS or FedEx delivery. Concealed freight damage should be reported as soon as discovered and within the applicable carrier-claim window, which may be as short as 72 hours.
Missing or Incorrect Items
Compare the shipment with the packing list and product configuration before assuming that a component is missing.
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Confirm whether the accessory is normally included or sold separately.
Photograph the carton contents and all labels.
Identify any wrong model, finish, quantity, duplicate product, or missing carton.
Do not install the incorrect product or discard the packaging.
Contact Customer Service with the original order information.
Do Not Return Without Instructions
Refusing delivery or sending a shipment back without authorization may delay resolution or create additional transportation and storage charges.
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When damage is severe, ask the carrier to document the condition and contact FontanaShowers for direction. The recommended action may be acceptance subject to inspection, refusal, repair, replacement parts, complete replacement, or another claim remedy depending on the circumstances.
Issue Classification
Damage, Defect, Installation or Maintenance?
Correct classification determines whether the issue should be handled as a carrier claim, fulfillment correction, warranty evaluation, technical-support request, or maintenance matter.
Issue Type
What It Generally Means
Examples
Recommended First Step
Shipping Damage
Damage caused during transportation or handling.
Crushed carton, bent component, broken glass, dented trim, impact damage.
Photograph packaging and product; file a prompt damage report.
Manufacturing Defect
A covered fault in material or workmanship under normal use.
Follow approved care, cleaning, descaling, and troubleshooting procedures.
Product Support
Warranty Coverage and Claim Procedure
Warranty service is different from a voluntary return. Coverage generally addresses qualifying manufacturing defects and may provide repair, replacement parts, or another authorized remedy rather than a refund.
What to Prepare for a Warranty Review
Locate the order number, invoice, proof of purchase, model, and installation date.
Record the symptoms using clear photographs or video.
Document site conditions such as water pressure, temperature, voltage, wiring, error codes, and installation configuration when relevant.
Describe troubleshooting and maintenance already completed.
Wait for technical evaluation and authorization before removing or returning the complete fixture.
Follow the approved repair, replacement-part, or product-resolution instructions.
Product-specific terms apply.
Warranty duration and covered components vary by category, model, purchaser, application, and written project terms. Review the product page and applicable warranty document for the controlling coverage period.
Product Category
Coverage Focus
Term
Common Conditions
Sensor faucets and touchless products
Specified manufacturing defects in covered bodies, cartridges, electronics, sensors, or finishes.
Refer to the applicable product and warranty page.
Proof of purchase, proper installation, approved power, and normal maintenance may be required.
Shower systems and shower components
Specified defects in valves, cartridges, diverters, trims, shower heads, controls, and covered components.
Refer to the applicable product and warranty page.
Labor, removal, reinstallation, shipping, and incidental costs may be excluded.
Smart and digital shower products
Specified defects in controllers, sensors, powered valves, harnesses, and covered electronics.
Refer to the applicable product and warranty page.
Correct voltage, code-compliant wiring, GFCI protection, and surge protection may be required.
Bathtubs, steam units, vanities, sinks and accessories
Specified defects in materials, workmanship, finish, or covered assemblies.
Refer to the applicable product and warranty page.
Freight products may be repaired or replaced rather than accepted for return.
Commercial and project orders
Coverage stated in the commercial warranty, quote, submittal, purchase order, or project agreement.
Project-specific.
Approved models, quantities, installation records, and maintenance documentation may be required.
Typical Warranty Exclusions
Improper installation, handling, maintenance, storage, or use
Unauthorized modification, alteration, repair, or third-party components
Normal wear, cosmetic variation, mineral buildup, and blocked nozzles
Damage from abrasive cleaners, acids, alkalis, solvents, chemicals, salt, chlorine, or pool exposure
Freeze damage, incorrect pressure, excessive temperature, electrical surge, or incorrect voltage
Labor, travel, removal, reinstallation, shipping, project delay, and consequential costs
Care That Supports Coverage
Install according to instructions and applicable plumbing and electrical codes.
Flush supply lines before connecting valves, cartridges, sensors, or aerators.
Use mild, pH-neutral cleaners and nonabrasive materials.
Descale spray plates, aerators, and nozzles at appropriate intervals.
Inspect seals, filters, O-rings, wiring, batteries, and connections periodically.
Winterize approved outdoor fixtures before freezing conditions.
Before Installation
Compatibility and Site Responsibility
Product selection should be completed before installation begins. Verify technical requirements with the product documents, local authority, licensed installer, and project team.
Professional installation and pre-installation verificationWater pressure, flow and hot-water capacityVoltage, wiring, GFCI and surge protectionRough-in, valve depth and structural supportModel, finish, dimensions and configuration
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Plumbing Coordination
Verify supply-line size, pressure range, flow demand, hot-water recovery, valve orientation, drain capacity, backflow requirements, and service access.
Electrical Coordination
Confirm voltage, frequency, power supply, grounding, GFCI protection, transformer location, control wiring, and protection from water intrusion.
Architectural Coordination
Confirm wall or ceiling support, waterproofing, access panels, valve depth, finished-wall thickness, mounting clearances, and local-code requirements.
Special Logistics
Freight, Canadian and International Orders
Large products and cross-border shipments require additional planning. Delivery service level, unloading responsibility, customs costs, regional compatibility, and return transportation should be confirmed before ordering.
Freight and Oversized Products
Products delivered by truck may require an appointment, signature, unloading assistance, liftgate service, and immediate inspection.
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Standard freight service may be curbside rather than inside delivery.
The customer may be responsible for removing the shipment from the truck.
Site access, receiving hours, equipment, labor, and storage should be arranged in advance.
Freight-shipped products may be non-returnable.
Approved defects may be resolved through repair, replacement parts, or replacement rather than return.
Canadian Shipments
Select products may qualify for shipping promotions to Canada. Additional transit time, taxes, duties, brokerage, or carrier charges may apply.
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Confirm eligibility by entering the complete Canadian delivery address during checkout or by contacting Sales before ordering. Cross-border returns may require customs documents and may involve higher transportation costs.
International Shipments
International orders may require payment verification and additional delivery time. Charges and credits are generally processed in U.S. dollars.
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Import duties, taxes, customs fees, brokerage, storage, and local delivery charges may be the customer’s responsibility.
Verify local plumbing, electrical, certification, voltage, frequency, and inspection requirements before ordering.
Do not refuse a customs shipment without first requesting instructions.
International returns require authorization and may involve customs documentation, long transit times, and substantial freight costs.
Currency conversion and financial-institution fees are outside the product refund calculation.
Commercial and AEC
Commercial, Bulk and Project Orders
Bulk quantities, special quotations, custom finishes, phased deliveries, approved submittals, and project schedules may be governed by order-specific terms that replace or supplement the standard consumer policy.
Before Ordering
Confirm approved models, finishes, quantities, accessories, and replacement-part strategy.
Verify lead times, release dates, phased delivery, storage, site access, and receiving responsibility.
Document custom, limited-stock, specially quoted, non-cancelable, or non-returnable terms.
Confirm commercial warranty requirements and required installation or maintenance records.
Read More
Before Installation
Inspect every carton and compare the delivery with the purchase order and approved submittal.
Confirm rough-in, water, drainage, power, controls, and finish coordination.
Retain packaging until the project team accepts the shipment.
Report shortages, discrepancies, visible damage, and concealed damage promptly.
Keep written records of installation, commissioning, maintenance, and corrective work.
Controlling Documents
The signed quotation, purchase order, approved submittal, project agreement, written change order, and applicable product warranty may supersede general website terms when they contain specific provisions for the order.
Return Preparation
Packaging an Authorized Return
The sender remains responsible for protecting returned merchandise in transit unless written instructions state otherwise. Photograph the packed product before releasing it to the carrier.
Return Packaging Checklist
Use the original product carton, molded inserts, foam, sleeves, and component boxes whenever available.
Protect all finished surfaces from metal-to-metal contact and abrasion.
Secure loose hardware, tools, hoses, controls, manuals, and accessories separately.
Cap or protect open plumbing connections and delicate electronic components.
Do not place carrier labels directly on retail packaging unless instructed.
Place the RMA number and documents where specified in the authorization email.
Use an outer carton, pallet, straps, corner protection, or freight crate when required.
Insure the shipment and retain tracking, weight, dimensions, and proof of delivery.
Common Situations
Which Process Usually Applies?
The table below is a practical guide only. Final eligibility and remedy depend on the full policy, product terms, inspection findings, carrier requirements, and written order documents.
Situation
Usual Process
Key Requirement
Customer changed their mind
Authorized return when eligible
Unused condition, original packaging, RMA, return shipping, and applicable restocking fee.
Wrong finish or model was ordered
Return and replacement order
No installation; confirm replacement availability, dimensions, and price.
Wrong product was shipped
Fulfillment review and corrective action
Photographs of labels, carton contents, and order documents.
Product arrived damaged
Carrier-damage claim
Prompt report, packaging retention, photographs, and delivery documentation.
A component appears missing
Configuration verification and parts review
Confirm what the model includes and photograph all carton contents.
Product appears defective
Technical or warranty evaluation
Proof of purchase, media of the issue, site conditions, and troubleshooting details.
Product does not fit the prepared site
Eligibility review or installation coordination
Do not alter the product; document dimensions, rough-in, and selection information.
Product has been installed or water-tested
Technical or warranty review rather than standard return
Installed products are generally not eligible for voluntary return.
Freight product is no longer wanted
Usually non-returnable
Review the freight and product-page terms before purchase.
Custom, special-order, or specially quoted item is canceled
Usually non-cancelable and non-returnable
The quote, product page, and order confirmation control.
Customer Service
Contact the Correct Support Team
Have the original order number, purchaser name, product model, delivery date, photographs, and a concise description ready. For returns, wait for the RMA email before shipping merchandise.
This guide is intended to organize customer-service information in a clear format. Product-specific terms, current website policies, written quotations, invoices, order confirmations, approved submittals, and signed project agreements remain controlling where applicable. Statutory consumer rights may vary by jurisdiction.
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