Overview
At Pond Garden Pro, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a straightforward return process designed to make things easy for you.
This policy applies to all purchases made on pondgardenpro.com. For purchases made through third-party marketplaces (Amazon, eBay, etc.), please refer to those platforms' individual return policies.
Eligibility for Returns
To be eligible for a return, your item must meet the following conditions:
- The return is initiated within 30 days of the original delivery date.
- The item is in its original, unused condition.
- The item is in its original packaging, including all tags, inserts, and accessories.
- You have the original order confirmation or receipt.
- The item is not in the non-returnable category.
Items returned after 30 days or in used/damaged condition may be declined or subject to a restocking fee of up to 25%.
Non-Returnable Items
For health, safety, and hygiene reasons, the following product types cannot be returned once opened or used:
- Pond Liners — once unrolled or cut to size.
- Water Treatments & Chemicals — once the seal is broken.
- Fish Food & Livestock Supplies — once opened.
- Custom-Cut Materials — piping, tubing, or liner cut to a custom length.
- Electrical Components — once installed (pumps, UV units with submerged components).
- Sale / Clearance Items — marked as final sale.
Return Process
Step 1: Contact Us
Email returns@pondgardenpro.com with your order number and the reason for your return. Our team will provide a Return Merchandise Authorization (RMA) number.
Step 2: Pack Your Item
Securely pack the item in its original packaging. Include your RMA number on the outside of the box. Please do not write directly on the original product packaging.
Step 3: Ship the Return
Ship your return to our warehouse. For change-of-mind returns, the customer is responsible for shipping costs. We recommend using a trackable shipping method.
Refunds
Approved refunds will be issued to your original payment method within 5–10 business days of receiving and approving the return.
- Credit Card: 5–7 business days.
- PayPal: 3–5 business days.
- Store Credit: Issued immediately upon approval.
Exchanges
Need a different size, color, or model? We are happy to process exchanges for eligible items within the 30-day window. To request an exchange, follow the same process as a return and note the specific item you would like in exchange.
Damaged or Defective Products
If your item arrives damaged or is defective, please contact us within 7 days of delivery with photos of the damage. We will arrange a prepaid return label and ship a replacement at no cost to you.
Shipping Errors
If you receive the wrong item, we will cover all costs to correct the error — including return shipping and expedited delivery of the correct item. Contact us within 7 days of delivery.
Warranty Claims
Many products come with manufacturer warranties. Common windows include:
- Pumps & Filtration: 1–3 year manufacturer warranty.
- Pond Liners: 20-year warranty against UV degradation.
- Hand Tools: Lifetime warranty (Fiskars).
Questions?
Our returns team is here to help. Contact us at:
- 📧 Email: returns@pondgardenpro.com
- 📞 Phone: 1-800-POND-PRO (Mon–Sat, 8am–6pm EST)