Refund policy

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

To be eligible for a return, your item must be in the same condition that you received it: unused, in its original packaging, and with all parts included. You’ll also need your order number or a copy of your order confirmation or invoice.

To start a return, contact us at support@cascadaequine.com. Returns must be sent to 13620 Old Snohomish Monroe Rd, Snohomish, WA 98290. If your return is accepted, we’ll send you a return shipping label and instructions. Items sent back to us without first requesting a return will not be accepted.

100-Day Risk-Free Trial
A first-time purchase of a single Cascada waterer is covered by our 100-Day Risk-Free Trial, which has its own terms. Returns under the trial are refunded in full, including shipping, and are not subject to the restocking fee or deductions below.

Restocking fee
All other returns are subject to a 15% restocking fee, including returns made within the 30-day window. Every returned waterer has to be unboxed, inspected, tested and repackaged before it can go to another customer, even when it comes back in like-new condition. The fee is 15% of the price paid for the returned item. It covers that work, new packaging, and the payment processing fees that are not returned to us when an order is refunded.

Other deductions
Return shipping: The cost of the return label we provide is deducted from your refund. You may also ship the item back yourself using a tracked carrier.
Original shipping: Shipping charges on the original order are non-refundable.
Missing parts: If any small parts are missing (fastener kit, gasket, cord, etc.), a flat $50 missing-parts fee applies. Missing major components (valve assembly, circuit board or housing) are charged at replacement cost.
Condition: Items that come back damaged or show signs of installation or use may be refused, or may have further deductions after inspection.

Returns after 30 days
Returns requested more than 30 days after delivery are not normally accepted. If we approve one as an exception, it is subject to the same restocking fee and deductions.

Cancellations
Orders cancelled before they ship are refunded in full.

Damages and issues
Please inspect your order when you receive it, and contact us right away if the item is defective or damaged, or if you received the wrong item, so we can look into the issue and make it right. Defective, damaged or incorrect items are not subject to the restocking fee.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on certain sale items or gift cards.

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. Returns made under the EU cooling off period are not subject to the restocking fee.

Refunds
We’ll notify you once we’ve received and inspected your return, and let you know whether the refund was approved. If it’s approved, the refund, minus any fees above, will go back to your original payment method within 10 business days. It can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at support@cascadaequine.com.