Water Garden Supplies including Kits, Pondless Waterfalls, Pumps, Filters and Treatments

 

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Information_Return Policy



Return Policy

If you are not satisfied with your purchase, just notify us within 30 days from the date you receive your order (After 30 days there are no returns and the manufacturer's warranty applies). We will happily refund the purchase price, less 15%, of your item(s) or exchange the item(s), as you wish.

Please note, for all reasons other than merchandise defect, our standard return policy stated herein applies. In order to be eligible for return or exchange, all returned products must be in original and unused condition; this includes original packaging material, manuals and all other accessories provided by the manufacturer and packaged inside a separate box for return shipment. It is a pond industry standard that we adhere to that all pumps must be unused in order to be returned. If the pump has been put in the water - unfortunately, it is non-returnable and you must re-sell locally to regain any lost investment.

Products whose prices include free or discounted shipping: Actual shipping charges or the difference between discounted shipping and the actual shipping will be charged for returned products to cover original shipping costs.

Customer is responsible for shipping costs to send the items back to the manufacturers. If customer paid for original shipping costs the shipping charges are not refundable, and COD packages are not accepted. Any discounts given will be subtracted from returned merchandise refunds. Damaged or missing items noticed upon delivery should be reported promptly and will be replaced at our expense.

To return a product, you will need to obtain an RMA (return merchandise authorization) number. To request an RMA number, you may simply reply to any Order Status email you have received throughout the fulfillment process of your order.

Or just click the email link email link to complete and submit your email request. Our customer service representative will respond with instructions and an RMA number to be placed on your package(s).

Returns made without an RMA number will not be accepted and will render your return ineligible for refund.

To cancel your order, include your order number, name, billing address, and items ordered. We'll acknowledge your ticket upon receipt and let you know as soon as possible if we were successful in canceling an order that has not yet entered our shipping department or is on backorder.

Orders that are already in the shipping system cannot usually be canceled although we will make every attempt to do so at your request. The cancellation process is costly to us, so once an order has been sent to our shipping department, or transmitted to a vendor for shipment, there will be a cancellation fee of 5% of your order total if we are able to cancel your order.

When Your Order Arrives

PLEASE NOTE:
On large items that ship by freight, the purchaser is responsible for getting the items off of the delivery truck. We recommend you have at least 2-4 people to help you remove your items. The driver is not responsible for removing the packages. Also, some freight trucks are too large and are not able to deliver up your driveway. You are then responsible to remove the items and transport them by other means, carry them or by pick-up truck, to your house. If you have questions please email.gif.

Do not refuse delivery for minor damage. If a package is damaged, check the contents for damage before refusing delivery. If damage appears to be minor, and only a few items need to be replaced, we recommend accepting the shipment (or at least any undamaged packages) after making note of damages on delivery receipt. Doing this will speed up the replacement process in many cases because parts can be shipped sooner and faster delivery methods can be used.


Inventory the shipment.
Check the number of boxes received against the number shown on the driver's delivery sheet. If there is a shortage, write the number of missing boxes on your copy and the driver's copy of the receipt, and have the driver sign both copies.

If there is any problem with your shipment please contact us using the online help desk - we will quickly make any arrangements needed to fix any problems.

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