Returns and Refunds Policy
Thank you for shopping with That Pond Guy. We aim to provide high quality pond equipment and excellent customer service. If you need to return an item, please read the information below carefully so we can deal with your request quickly and fairly. This policy applies to purchases made through our online shop and does not affect your statutory rights.
1. Standard Returns (Change of Mind)
1.1 You may cancel your order within 32 days of receiving your goods. This exceeds the statutory cancellation period and is offered as a goodwill gesture.
1.2 To be eligible for a refund, returned items must be unused and uninstalled, in a resaleable condition, and returned complete with all original packaging, accessories, manuals, and labels. Items showing signs of installation, water exposure, wear, or handling beyond what is necessary to inspect them may be refused or may be subject to a deduction to reflect loss of value.
1.3 To request a return, please email shop@thatpondguy.co.uk with your order number, the item or items you wish to return, and the reason for return. We will then provide return instructions and the correct return address.
1.4 Customers are responsible for return shipping costs unless the item is faulty or incorrectly supplied. We strongly recommend using a tracked and insured service and retaining proof of postage, as we cannot be held responsible for items lost or damaged in transit. All returned items must be securely packaged to prevent damage.
1.5 For hygiene, safety, and resale reasons, we cannot accept returns on water treatments, chemicals, opened consumables, UV bulbs, custom ordered or made to measure items, products that have been in contact with water or fish, or electrical items that have been installed, connected, or powered on. Once an electrical product has been installed or powered, it can no longer be sold as new and therefore cannot be returned under a change of mind cancellation.
1.6 This applies even where an item appears visually unmarked or is returned in its original packaging.
1.7 Once returned goods are received and inspected, refunds will be processed within 14 days using the original payment method. Original delivery charges are non refundable unless the item is faulty or incorrectly supplied.
2. Electrical Equipment and High Value Items
2.1 Electrical equipment including pumps, UV clarifiers, control units, heaters, and similar products must not be installed, wired, filled with water, or powered on if you may wish to return them.
2.2 Items that have been installed, connected, filled with water, or powered on will be considered used and are not eligible for return under a change of mind, even if only used briefly. Installation permanently affects the condition and resale value of electrical pond equipment.
2.3 This applies even where an item appears to function correctly or is returned in original packaging.
2.4 If you are unsure whether a product is suitable for your pond or system, we strongly recommend contacting us for advice before installation. Where advice is given prior to purchase, customers remain responsible for confirming suitability before installation.
3. Faulty or Damaged Goods
3.1 If your order arrives damaged, you must notify us within 24 hours of delivery. Please include clear photographs of the item, the packaging, and any visible damage so we can resolve the issue quickly with the courier or supplier.
3.2 If an item develops a fault within 30 days of delivery, please contact us immediately. We will arrange a repair, replacement, or refund in line with your statutory rights.
3.3 Faults must not be caused by incorrect installation, misuse, modification, or operation outside manufacturer guidelines.
3.4 For faults reported after 30 days but within the manufacturer’s warranty period, the item will need to be returned for inspection. Many manufacturers require physical inspection before approving warranty claims, and this process may take additional time while we liaise with the supplier on your behalf.
4. Warranty Returns
4.1 Where a warranty claim is approved, replacement items will be supplied where applicable.
4.2 Return and re delivery costs may apply unless otherwise agreed.
4.3 Items found not to be faulty or not covered by warranty may incur inspection and return costs.
4.4 Warranty decisions are made by the manufacturer following inspection.
5. Exchanges
5.1 If we have supplied an incorrect item, we will cover the cost of return shipping and arrange a replacement.
5.2 If you wish to exchange an item that was correctly supplied and is not faulty, the item must meet the standard return conditions set out in Section 1 and you will be responsible for return and replacement shipping costs.
5.3 If your original order qualified for free delivery, the original delivery cost will be deducted from any refund.
6. International Returns
6.1 For international orders, customers are responsible for all return shipping costs, customs duties, and import or export charges.
6.2 Refunds will be processed once returned goods are received and inspected.
7. Legal Compliance
7.1 This policy complies with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
7.2 Nothing in this policy affects your statutory rights.
8. Contact Us
8.1 If you have any questions about returns, warranty claims, or product suitability before purchasing, please contact us. We are always happy to help you choose the correct equipment and avoid unnecessary returns.
