Returns and Refunds Policy
Thank you for shopping with That Pond Guy.
We are a small, independent family business, and we genuinely appreciate every order placed with us. We want our returns process to be clear, reasonable and fair to both our customers and our business.
Although delivery may be shown as free at checkout, sending an order is never free to us. We pay the courier or delivery company for every parcel and pallet we dispatch. For most returns made within your statutory cancellation period, we absorb that original delivery cost. However, where we accept a return under our additional goodwill returns period, we may need to recover the delivery costs we have already paid.
This policy applies primarily to consumers purchasing through our online shop for personal use. It does not affect your statutory rights.
1. Your Right to Cancel an Online Order
1.1 Statutory 14-Day Cancellation Period
For most products purchased online, you have the right to cancel your order without giving a reason.
You must tell us that you wish to cancel within 14 days, beginning on the day after you or a person nominated by you receives the goods.
After notifying us, you normally have a further 14 days in which to return the goods.
This legal cancellation period applies to most standard products, although certain exclusions apply to bespoke, personalised, perishable and other exempt goods. These are explained later in this policy.
1.2 Our Extended 32-Day Returns Period
In addition to your legal rights, we allow eligible unused products to be returned when you notify us within 32 days of receiving them.
The period between day 15 and day 32 is an additional goodwill returns period offered by That Pond Guy. Returns requested during this additional period are subject to the conditions in this policy, including the possible deduction of our original delivery costs.
Products returned under the extended period must be unused, uninstalled, complete and in a condition suitable for resale as new.
1.3 How to Request a Return
Please email shop@thatpondguy.co.uk before sending anything back.
Your email should include:
- Your order number
- The product or products you wish to return
- The reason for the return
- Photographs where the product, packaging or condition may be relevant
We will provide return instructions and confirm the correct return address. Some products are dispatched directly from our suppliers and may need to be returned to a different location.
Please do not send a return to an address without receiving instructions from us first, as this may delay your refund or result in additional handling costs.
2. Condition of Returned Products
2.1 Inspecting a Product
You may remove a product from its packaging and inspect it in the same way that you could reasonably inspect it in a shop.
Please take care when opening boxes and retain all packaging, manuals, accessories, fittings, cables, labels and protective materials until you are certain that the product is suitable.
2.2 Using or Installing a Product
Handling a product beyond what is reasonably necessary to establish its nature, characteristics and function may reduce its value.
Where a product has been installed, assembled, wired, powered on, filled with water, exposed to pond water, used with fish, modified or otherwise used beyond a reasonable inspection, we may make a deduction from the refund to reflect the reduction in its value.
Any deduction will be based on the actual loss in value rather than being used as an automatic penalty. Depending on the condition of the product and whether it can still be sold, the deduction could be significant.
2.3 Original Packaging
Original packaging forms an important part of many pond equipment products, particularly pumps, UV clarifiers, filters, controllers, heaters and other electrical equipment.
Missing, torn, heavily marked or damaged retail packaging may reduce the resale value of a returned product. We may therefore make a reasonable deduction where packaging has been damaged beyond what was necessary to inspect the item.
We will not normally make a deduction simply because a box has been carefully opened.
2.4 Missing Components
Products must be returned with all supplied components, including manuals, fittings, seals, hose tails, controllers, cables, transformers, mounting brackets and accessories.
The reasonable replacement cost of missing or damaged components may be deducted from the refund.
3. Return Delivery Costs
3.1 Change-of-Mind Returns
Customers are responsible for arranging and paying for the return of products that are no longer wanted, unsuitable or ordered incorrectly.
We strongly recommend using a tracked and adequately insured delivery service. Until a returned item reaches us or an authorised return location, it remains the customer’s responsibility.
That Pond Guy cannot be held responsible for returned products that are lost or damaged while being transported by a delivery service arranged by the customer.
3.2 Large and Palletised Products
Large filters, drum filters, heat pumps, pumps, long lengths of pipework and other bulky products may not be suitable for return through an ordinary parcel service.
Where possible, we can help arrange collection through one of our couriers. The collection cost will be confirmed before collection is booked and may be deducted from the refund.
Return collection charges for bulky or palletised products can be considerably higher than normal parcel charges. Please contact us before ordering where the potential cost of returning a large item may affect your decision.
3.3 Faulty, Damaged or Incorrect Products
Where a product is faulty, damaged in transit, not as described or incorrectly supplied by us, That Pond Guy will cover the reasonable cost of returning or collecting it.
Please allow us to confirm the return method before arranging your own courier. We may not be able to reimburse an unnecessarily expensive delivery service arranged without our agreement.
4. Original Delivery Costs and Free Delivery Orders
4.1 Cancellations Within the First 14 Days
Where you exercise your legal cancellation right within the statutory 14-day period, we will refund the product price and any basic standard delivery charge that you paid.
Where you selected an enhanced, timed, express or other premium delivery service, we are only required to refund the equivalent cost of our least expensive standard delivery option.
Where your order qualified for free standard delivery, we will not create or deduct an outbound delivery charge during the statutory cancellation period simply because we paid a courier to deliver the order.
4.2 Returns Requested Between Days 15 and 32
Returns accepted between day 15 and day 32 are covered by our additional goodwill returns policy.
During this period, we may deduct the actual outbound delivery cost paid by That Pond Guy from the refund. This applies even where the order qualified for free delivery and no separate delivery charge appeared at checkout.
Free delivery means that the customer was not charged separately for delivery. It does not mean that the courier delivered the order to us without charge.
For larger, heavier or palletised products, our original outbound delivery cost can be up to £60 plus VAT. We will only deduct the delivery cost that was reasonably incurred in sending the returned product, and we can provide details of the deduction on request.
Government guidance confirms that additional returns rights offered after the statutory cancellation period may require the customer to cover both outbound and return delivery costs, provided the conditions are made clear.
4.3 Exchanges
Where a correctly supplied product is exchanged because the customer ordered the wrong item or changed their mind, the customer will normally be responsible for:
- Returning the original product
- Any original delivery deduction applicable under the extended returns period
- Delivery of the replacement product
We will confirm any applicable costs before completing the exchange.
5. Electrical Equipment and High-Value Products
Electrical and high-value pond equipment includes pumps, UV clarifiers, control units, switch boxes, air pumps, heaters, automatic filters, drum filters, heat pumps and similar equipment.
Please do not install, wire, power on or expose a product to water if you are uncertain whether it is suitable.
Once pond equipment has been installed or used in water, it may contain water, dirt, bacteria, algae or other contamination and may no longer be suitable for resale as a new product. Powered or installed electrical equipment may also need to be inspected and electrically tested before it can be handled or resold.
Using or installing a product does not remove your rights where the product is genuinely faulty. However, where a functioning product is returned because the customer has changed their mind, we may make a reasonable deduction for any loss in value caused by installation, use or water exposure.
Please contact us before installation when you are uncertain about compatibility, flow rates, pipe sizes, electrical requirements or suitability for your pond.
6. Products Excluded from Change-of-Mind Returns
The legal right to cancel does not apply to certain products, including:
- Products made to your specifications or clearly personalised
- Made-to-measure liners, covers, pipework or specially fabricated components
- Live plants, aquatic livestock and other products liable to deteriorate or expire rapidly
- Sealed products that are not suitable for return for health protection or hygiene reasons once unsealed
- Goods that have been inseparably mixed with other products after delivery
A standard catalogue product is not automatically excluded simply because we have ordered it from a supplier to fulfil your order. We will explain before purchase where a product is genuinely bespoke, made to measure or otherwise excluded from cancellation rights.
Opened water treatments, chemicals, filter media, foods and other consumable products may have little or no resale value once their seals have been broken. Where cancellation rights still apply, an appropriate deduction may be made to reflect any genuine reduction in value.
These exclusions do not remove your rights where a product is faulty, damaged, incorrectly supplied or not as described.
7. Damaged Deliveries
Please inspect your order as soon as reasonably possible after delivery.
Where an item or its packaging is visibly damaged, please photograph:
- The external packaging
- The shipping label
- Any damage to the box or pallet
- The product and damaged area
- Any internal protective packaging
We ask that visible delivery damage is reported within 24 hours wherever possible. Prompt reporting helps us raise a claim with the courier and arrange a replacement more quickly.
Failure to report damage within 24 hours does not automatically remove your statutory rights, but delays may make it more difficult to establish when or how the damage occurred.
Please retain the product and all packaging until we confirm what action should be taken. Do not dispose of damaged goods unless we have agreed that you may do so.
8. Faulty Goods
8.1 Faults Reported Within 30 Days
Goods must be of satisfactory quality, fit for purpose and as described.
Where a product is genuinely faulty and the short-term right to reject applies, consumers are generally entitled to reject it for a refund within 30 days of receiving it. You may also choose to request a repair or replacement where appropriate.
Please contact us before returning the product so we can collect the relevant information, provide troubleshooting assistance where appropriate and confirm the correct return process.
8.2 Faults Reported After 30 Days
For faults reported after the initial 30-day period, the usual remedy will be a repair or replacement.
During the first six months after delivery, a fault will generally be treated as having been present at the time of delivery unless evidence shows otherwise. After six months, the customer may be asked to demonstrate that the problem resulted from an underlying fault rather than wear, damage or misuse.
8.3 Inspection and Testing
Some products will need to be returned for inspection and testing before a fault can be confirmed.
We may ask for photographs, videos, installation details, pipework information, water levels, flow information or electrical test results. This is not intended to delay a legitimate claim. Pond equipment faults can sometimes be caused by blockages, insufficient water supply, incorrect installation, damaged cables, unsuitable pipework or controller settings, and basic information can often resolve the matter without requiring a return.
8.4 Products Found Not to Be Faulty
Where testing confirms that a product is functioning correctly and the reported problem has resulted from incorrect installation, misuse, accidental damage, lack of maintenance, unsuitable operating conditions or use contrary to the manufacturer’s instructions, reasonable inspection, collection and redelivery costs may be chargeable.
We will explain any proposed charge before returning the product or carrying out chargeable work.
9. Manufacturer Warranties
Many products include an additional manufacturer’s warranty.
A manufacturer may require the product to be inspected, tested, repaired or returned before approving a warranty claim. We will work with the manufacturer and customer to help progress the claim.
Manufacturer warranties are additional to your statutory rights and do not replace your legal rights against That Pond Guy as the retailer.
Where a claim is covered by your statutory rights, reasonable return, repair and replacement delivery costs will not be charged to you.
Where a claim falls solely under an additional manufacturer warranty, the manufacturer’s warranty conditions may apply, including any conditions relating to servicing, installation, maintenance, return transport or proof of purchase.
10. Refunds
Once a returned product has been received and inspected, we will confirm whether the return has been approved and whether any deductions apply.
Refunds will be made using the original payment method unless another method is expressly agreed.
For statutory cancellations, refunds will be processed within the legally required period, normally no later than 14 days after we receive the returned goods or satisfactory evidence that they have been sent back.
Depending on your bank or payment provider, it may take additional time for the refund to appear in your account after it has been processed by us.
Where a deduction is made for delivery, missing parts, damage or loss of value, we will explain the reason for the deduction.
11. International Returns
This policy is primarily written for UK consumer orders.
International customers are normally responsible for return delivery costs, customs declarations, duties, taxes and import or export charges associated with a change-of-mind return.
Goods must be clearly marked as returned merchandise where appropriate. That Pond Guy cannot accept responsibility for customs charges caused by incorrect return documentation.
Mandatory consumer protections in the customer’s country may also apply and are not restricted by this policy.
Please contact us before returning an international order.
12. Business and Trade Purchases
The statutory cancellation rights described in this policy apply to consumers acting wholly or mainly outside their trade, business, craft or profession.
Returns from companies, contractors, landscapers, installers and other trade customers are considered separately and must be authorised before being sent back.
Where we agree to accept an unwanted business or trade return, we may deduct:
- The original outbound delivery cost
- The return or collection cost
- Up to 10% of the product value for inspection, administration, repacking and restocking
- Any reduction in value caused by use, installation, damage or missing packaging
Any applicable charges will be explained when the return is authorised.
These charges will not apply where we supplied the wrong product or where the goods are faulty and the business customer is legally entitled to a remedy.
13. Installation and Product Suitability
We strongly recommend checking all products before arranging installation work.
Please do not book installers, electricians, landscapers or other contractors until the order has arrived and all products, components and measurements have been checked.
That Pond Guy cannot normally accept responsibility for installation appointments, contractor charges or other consequential costs caused by a customer ordering an unsuitable product, failing to check an order or booking work before delivery.
This does not limit any rights or remedies that cannot legally be excluded.
14. Need Help?
Please contact us before ordering when you are uncertain whether a product will be suitable for your pond, filtration system or installation.
Our team has practical experience with pond pumps, filtration, UV clarifiers, aeration equipment, pipework and water treatments, and we will always do our best to help you select the correct product.
For returns, refunds, damaged deliveries or warranty enquiries, please email:
Please include your order number and as much relevant information as possible.
As a small independent family business, we want every return to be handled reasonably and fairly. We appreciate that genuine problems occasionally occur, and we will always work with you to reach an appropriate solution.
This policy is provided in addition to your statutory rights and does not restrict any rights available to you under applicable consumer law.
