Refund policy

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

If you need to return your Elfin Fountain, please ensure it meets the following conditions:

  • The product must be resellable and in the same condition that you received it.
  • It must be in the original packaging.
  • Proof of purchase is required.
  • All original items, including accessories, manuals, and any promotional gifts, must be returned with the product.

To initiate a return, please contact us at hello@elfinfountain.com. Once your return is approved, we will provide you with the return address and instructions.


Refunds

Once we receive and inspect your return, we’ll notify you by email whether your refund has been approved. If approved, your refund will be processed, and a credit will be automatically applied to your original method of payment within a few business days. For any non-quality-related returns, the original shipping cost will be deducted from your refund.

 

One-Year Limited Warranty

Elfin Fountain warrants the included hardware product and accessories against defects in materials and workmanship for one year from the date of original retail purchase Elfin Fountain does not warrant against normal wear and tear, nor damage caused by accident or abuse.


Warranty Repair Policy

You can request Warranty Repair Service where:

  1. The product under warranty has a manufacturing defect.
  2. A valid proof of purchase or receipt is provided.

If it is determined that the product meets the warranty repair service conditions, diagnosis, material fees, and labor costs will be covered by Elfin.

This policy does not cover the following:

  1. Crashes or damage caused by non-manufacturing factors, including but not limited to, improper use or operation not by official instructions or manuals.
  2. Damage caused by unauthorized modification, disassembly, repair, or shell opening not by official instructions or manuals.
  3. A legal proof of purchase, receipt, or invoice is not provided or is reasonably believed to have been forged or tampered with.
  4. Damage caused to the product by uncontrollable external factors, including earthquakes, fire, floods, lightning strikes, or transportation accidents.
  5. Proof of damage during transit issued by the carrier cannot be provided, and the package was not rejected during sign for.
  6. The product is out of warranty.
  7. Product labels, serial numbers, waterproof marks, etc., show signs of tampering or alteration.
  8. Any fault or damage of the product is caused by non-manufacturing factors, unauthorized use or modification of the product, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.), or improper installation or operation not in accordance with official instructions or manuals.
  9. A product is not delivered to Elfin within seven calendar days after Warranty Repair Service confirmation is sent from Elfin.

Product and Part Replacement

When After-sales service involves the replacement of a product or part, the replaced product or part becomes Elfin’s property and the replacement product or part becomes your property. Only unaltered Elfin products and parts are eligible for replacement. Replacement products or parts provided by Elfin may not be new, but they will be in good working order and at least functionally equivalent to the original product or part’s warranty. A replacement product or part shall be covered for the time remaining in the original product’s warranty. A new serial number will be bound to the replacement product or component.

 

Use of Personal Contact Information

If you obtain service under this policy, you authorize Elfin to store, use, and process your product usage log information and your contact information, including name, phone number, address, and e-mail address. Elfin may use this information to perform service under this policy. We may contact you to inquire about your satisfaction with our service or to notify you about any product recalls or safety issues. To achieve these aims, you authorize Elfin to transfer your information to any country where we do business and to provide it to entities acting on our behalf. We may also disclose your information where required by law.

 

Limitation of Liability

When receiving service, Elfin is responsible for loss or damage to your product only while it is in Elfin’s possession or transit, if Elfin is responsible for transportation. Elfin is not responsible for the loss or disclosure of any data, including confidential information, proprietary information, or personal information, contained in a product. Under no circumstances, and notwithstanding the failure of the essential purpose of any remedy set forth herein, shall Elfin, its affiliates, suppliers, resellers, or service providers be liable for any of the following even if informed of their possibility and regardless of whether the claim is based in contract, warranty, negligence, strict liability or other theory of liability:

  1. Third-party claims against you for damages.
  2. Loss, damage, or disclosure of your data.
  3. Special, incidental, punitive, indirect, or consequential damage, including but not limited to lost profits, business revenue, goodwill, or anticipated savings. In no case shall the total liability of Elfin, its affiliates, suppliers, resellers, or service providers for damage from any cause exceed the amount of actual direct damages, not to exceed the amount paid for the product. The foregoing limitation does not apply to damages for bodily injury (including death), damage to real property, or damage to tangible personal property for which Elfin is liable under the law. As some states or jurisdictions do not allow the exclusion or limitation of incidental or consequential damages, the above limitation or exclusion may not apply to you.

 

Warranty Period
  1. Whole Unit (battery included): 12 Months
  2. Accessories: No Warranty

*The warranty period varies based on local laws and regulations. Elfin reserves the right to a final explanation of the above policies.


Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right.


Exceptions / non-returnable items

Certain items cannot be returned, including:

  • Clearance items.
  • Items marked “Non-Returnable” on the product page.
  • Products not assembled/disassembled per user manual.
  • Products without original packaging or with serious damage to the original packaging.
  • Accessories that have been opened or used and can no longer be resold, such as filters or the Care Kit.

Please note, any items returned without authorization will not qualify for a refund and will be rejected when they arrive at our returns center.

 

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@elfinfountain.com.


European Union 14-day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Contact Us

If you have any questions about our refund and return policy, please contact us at hello@elfinfountain.com.