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Refund policy

If you purchased a product from PondScape, you can return it within 30 days of receipt for a refund. Refunds will be processed to the card used for payment. If the card is no longer available, the refund will be in the form of store credit. Liners, plumbing, electronics, non-stock and special ordered items and custom-cut products are not available for return unless defective under manufacturer's written warranty.*

All returns must be in brand new, resalable condition, unused, and in original packaging with all tags and labelling intact.  We reserve the right to refuse any return for any reason. For more information, please visit our website or contact customer service.

Click the profile icon in the store's navigation, or go to the refund policy or a returns page, and then request a return.


  1. Log in to your account: https://account.pondscape.com
  2. In the Email field, enter your email address, and then click Continue.
  3. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
  4. Go back to the online store, and then enter a six-digit verification code.
  5. Click the order that you want to submit the return for.
  6. If your order has more than one item, then select the items that you want to return.
  7. Select a return reason and add a note for the store.
  8. Click Request Return.


If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund.

*Warranty Replacements

If the product you purchased has a manufacturer's warranty, you should contact the manufacturer directly for a replacement or repair. PondScape will be happy to provide you with the manufacturer's contact information or proof of purchase is needed.

Thank you for shopping at PondScape!