In order to satisfy our customers and to ensure 100% quality service, each item going through the shipping process is fully checked to make sure the merchandise is in perfectly good working condition, and is tested in our specially designed 5 Stages Quality Verification process, covering the following Check List:

1)    Light functioning

2)    Motor / Motion effects

3)    Sound functioning

4)    Overall Visual Appearance of the ordered picture / replaceable part

5)    Packaging sufficiency

However, we understand mistakes can happen, so we have created this simple return policy.

Important Note: All Packages must be opened immediately after being received from the delivery company.

A)    For delivered merchandise in a damaged condition (by shipping company):

 

Please notify us as soon as possible. Once the customer contacts us, within no more than 7 days from delivery, and provided the necessary information (including the ORDER I.D. Number, and detailed description of the problem with the merchandise), we will file a CLAIM with the shipping company (UPS or Fed-Ex). In case that the shipping company requests an inspection of the package (up to 30 days), the customer will give access to the damaged merchandise for a pick- up, and/or inspection.

 

We will send all necessary replacement parts for free, if fixing the merchandise is reasonably easy, possible, and approved by the customer (which in many cases cuts can solve the problem in the shortest time, and while saving us additional shipping costs and paper-work). We promise to be constantly helpful and available, and to keep communicating with the customer for the customer full understanding, approval, acceptance and satisfaction.

 

If the picture cannot be easily fixed "on-site", we will send a brand new picture as a replacement to the customer same address.

* Note: If the customer failed to notify within 12 days of delivery, we cannot guaranty the acceptance of the filed claim by the shipping company, which might effects us for sending any replacement parts or replacing the picture. We reserve the right in such cases to send the customer a claim form + copy of the invoice, in order to file the claim themselves directly with the shipping company.

 

B)    For Wrong merchandise delivered:

Please notify us as soon as possible - contact us by toll-free phone: 1877-304-1733.

Once the customer contacts us, within no more than 7 days from delivery, and provided the necessary information (including the ORDER I.D. Number,, and detailed description of the received wrong merchandise, together with the style number as appears in the website), we will replace at no additional charge for the customer.

We will mail out a return mailing label for the wrong merchandise to be shipped back to us, using the same packaging it was received with, and the replacement will be shipped out to the customer same address.
 
* If the item returned turns out to be the right merchandise, the customer will be charged for the item plus all the additional costs, handling and shipping charges of the first and second shipments.

C.    For Non-defective Returns:

If the customer is not satisfied with the merchandise, we have to be notified  within 7 days of the delivery. Please contact us by phone or by e-mail, and ask to process a return, while providing the ORDER I.D. Number, and a detailed explanation for the return request. Only after approval by our returns department, we will contact you back and authorize the return process. Merchandise must be returned in the original shipping materials in a good working condition as received. All shipping & insurance charges will be on the buyer expense pre-paid, no collect shipping allowed.

We will need to receive the returned item before we can process your return. When the merchandise returns in good condition, a refund will be issued for the merchandise. Deductions will be as follows:
- A 30% restocking fee (to cover our handling expenses, shipping materials, custom made box, packaging & labor);
- The Original and Additional shipping fees.

The rest will be refunded back only to the customer credit card or PayPal account that were used to pay for the order. Failure to meet any of these requirements might result in a refusal, where no refund will be issued.

** For Custom-made  Pictures (either personalized or modified by special requests):
there will be NO RETURNS - All Custom Made orders are final. However, you may call us and explain why you are not satisfied, and we might authorize a replacement or return at a different Re-Stocking fee, that will determined on a case by case basis, and can be as high as double of the regular restocking fee (i.e - up to 50-60% restocking fee for Custom made orders)

D.    For Defective- Merchandise Returns:

The customer should contact us within no more than 14 days from the delivery. Please contact us by phone or by e-mail, and ask to process a return, while providing the ORDER I.D. Number, and a detailed explanation of what is defective with the merchandise.
After evaluating the problem, we will send any mechanical replacement parts for free (if necessary) or a brand new item. This 14 day warranty period is from the delivery date. The warranty does not apply to any item where damage has been caused by product modification or misuse.

In any case that the picture is un-repairable, we will mail out a return mailing label and the replacement parts /or a brand new product (after we have received back the defective merchandise).

E. For ANY issues with the picture, that are related to the Sound:

We know that the sound can sometimes be different than the sound that is demonstrated on the website, and we clearly state so on our webpages where there is a sound demonstration. The sound on the website is a DIGITAL DEMONSTRATION of the moving water and nature background sounds, and is not exactly the same as the actual sounds that come with the picture. Same as with the motion demonstration, these are just DEMO, and not the actual representations of how the motions looks like, and how the sound would actually be heard. In  essence, that's how it is coming from the factory in China, and since we are just the " resellers " of these pictures, there is not much we can do about that. If the sound feature is not what you expected, It doesn't mean that there is anything wrong with the actual moving picture. The ESSENCE of our LIGHTED MOTION PICTURES is the Light and Motion, and the SOUND is JUST a feature that can be turned off without effecting the actual functioning of the picture light and motion mechanism, and therefore it IS not a reason for return or for declaring the picture as defective or damaged.   To minimize this issue as much as we can, we state clearly on the site that the actual sounds may vary from picture to picture. The sound is JUST an extra feature of the picture, and not the essence of it. If you don't like the sound, you have the option to MUTE it by simply turning the volume control all the way down, and enjoy the actual picture scenery, light and motion effects. Please keep in mind that though rarely, sometimes the actual sound unit can be defective. If the sound unit is defective we will send you a replacement sound box, for FREE, in order to save additional S&H costs (as when shipping the whole picture) You can them simply replace it yourself, as shown on our replacement parts page, by following the repair instructions page, that is also posted on our FAQ page, and on our Replacement PARTS page.

We appreciate your business, and thank you in advance for your understanding. Please  feel free to contact us with any questions by phone at toll-free: 1877-304-1733, or by email to service@NatureSpiritInc.com

*Each order placed on this website means 100% agreement to the above terms and conditions of our Return Policy