Refund policy

Returns at a Glance

  • Return window: 30 days, counted from the day your order is delivered.
  • Return method: Sent back to us by carrier. There is no drop-off or in-person return.
  • Eligible product condition: Unused and complete, in the original sealed packaging.
  • Return label: Prepaid by us when a piece is faulty, damaged or incorrect. Return shipping for a change of mind is paid by you.
  • Restocking fee: None.
  • Refund processing time: Within 7 business days after the returned piece passes inspection.
  • Refund method: Credited to the payment method used at checkout.
  • Support email: support@elementflows.com
  • Support response time: 1 to 2 business days.

If a Piece Arrives Damaged or Faulty

Large fireplaces and water features travel a long way, so please look the delivery over as soon as it lands. If the carton or the piece shows damage, or a fault turns up when you first unpack it, write to support@elementflows.com or use our Contact Us page with your order number, a short note and clear photos. Where you spotted the damage at the door, a note on the freight delivery receipt helps us too. We then arrange a replacement or a full refund at no cost to you, return shipping included.

How Long You Have

A return can be requested for 30 days, and the clock starts on the delivery date, not the date you ordered. Requests that come in after those 30 days cannot be accepted, so it is worth unpacking and checking your order soon after it arrives. All return requests go to our support team by email.

What a Returned Piece Needs

We can accept a fireplace or water feature back when it is unused and complete, in the same state it was delivered. That means every part, panel, remote, piece of hardware and manual is included, the original sealed packaging is used and factory seals, protective film and serial labels are left in place. Please add your receipt or other proof of purchase. Because a return has to travel back exactly as it came, we suggest keeping the original carton and packing until the piece is installed and running.

Made-to-Order Pieces

Some water features are built for your order and show a lead time on their product page. These pieces follow the same 30-day window and the same condition rules set out above. Before ordering one, please confirm the size, finish and plumbing plan, since the piece is made to the options you pick. If any item is not returnable, it is marked final sale on its product page, as explained further down.

Who Covers Return Shipping

When the problem is on our side, such as a faulty, damaged or wrong piece, we pay for the return with a prepaid label or an arranged pickup and refund the full item price. Delivery was free to begin with, so there is no original shipping charge to take off. When a piece goes back because of a change of mind or an ordering mistake, the return shipping is yours and the refund covers the item price. A tracked service is the safest choice for the trip back.

Sending a Return

  1. Email support@elementflows.com with your order number and a few words on why it is going back.
  2. Our team replies within 1 to 2 business days with instructions and the return address.
  3. Pack the piece in its original carton and packing, with all parts and manuals inside.
  4. Ship it only to the address we give you, not to the manufacturer.
  5. Once it arrives and has been inspected, we email you to say whether the return is approved.

When Your Refund Is Paid

An approved refund goes back to your original payment method within 7 business days of inspection, and we confirm it by email. Your bank or card issuer may need a little longer before it shows. No restocking fee or other deduction is taken, so you receive the full amount owed. Delivery questions are answered in our Shipping Policy.

Changing to a Different Model

If you would like another size or model instead, email support@elementflows.com. The simplest route is usually to return the first piece and place a new order, because a swap depends on product availability at the time.

Final-Sale Items

A small number of items cannot be returned, for example for safety reasons or once a factory seal has been opened. These are marked final sale on their product page, so the exception is clear before you buy.

A Refund You Have Not Seen Yet

If a refund looks late, check your statement again first, because posting can take a few business days. Next, ask your bank or card issuer, as their timelines differ. If it is still missing after that, email support@elementflows.com and we will follow it up.

Contact

Any other return question can go through our FAQs or the Contact Us page, and we answer within 1 to 2 business days.

Contact Information

Store Name: Element Flows
Address: 55 Paradise Ln, Bay Shore, New York, 11706, United States
Email: support@elementflows.com
Number: +1 (929) 512-7565
Hours of Operation: Monday to Friday, 9:00 AM to 5:00 PM (EST)

We aim to respond to all inquiries within 1 to 2 business days.