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30 Day Returns

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. We highly recommend you keep your packaging for at least the first 30 days after purchase.

Please contact us by email or phone or access the return section in your account page to start the return process. Please do not send your purchase back to the manufacturer.

 

Return Shipping Cost Covered

 

If we sent you the wrong part or there is a defect in the product, we will email you a return label to print and affix to the return package. If the wrong item was ordered, you will be responsible for return shipping.

 

Refunds (if applicable)

 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will be applied to your credit card or original method of payment.

 

Exchanges (if applicable)

 

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 sales@pondsonline.ca, or call us at 1-800-591-9821.

 

Sale items (if applicable)

 

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

 

Non-returnable items:

 

  • Pond Liner (unless damaged in shipping, photos of damaged packaging required)
  • Gift cards

 

Partial refunds: (if applicable)

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

 

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at sales@pondsonline.ca.

 

To follow-up on the status of your return, please contact us at 1-888-591-9821.

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