Refund policy
PondScape Online Return Policy
At PondScape, we want you to be satisfied with your purchase. If you need to return an item, please review the policy below.
Returns
Most products purchased from PondScape may be returned within 30 days of delivery for a refund.
Refunds will be issued to the original payment method whenever possible. If the original payment method is no longer available, the refund will be issued as PondScape store credit.
To qualify for a refund, returned items must be:
- New and unused
- In original, unopened packaging
- In resalable condition
- Include all original tags, labels, manuals, and accessories
Items that are returned used, damaged, missing parts, or not in resalable condition may be denied or may be subject to a partial refund at PondScape's discretion.
Non-Returnable Items
The following items cannot be returned unless they are defective under the manufacturer's written warranty:
- Pond liner
- Plumbing products
- Electronics
- Replacement parts
- Custom-cut products
- Non-stock items
- Special-order items
How to Request a Return
- Log in to your account at https://account.pondscape.com
- Enter the email address used for your order and click Continue.
- Check your email for the six-digit verification code and enter it to access your account.
- Select the order containing the item(s) you wish to return.
- Choose the item(s) you want to return.
- Select a return reason and include any additional information if needed.
- Click Request Return.
You may also access your orders by clicking the Account/Profile icon at the top of our website.
Return Approval
Once your request has been reviewed, you will receive an email notifying you whether your return has been approved.
If approved and the item must be shipped back, your email will include return instructions and, when applicable, a return shipping label.
Once the returned item has been received and inspected, your refund will be processed.
Manufacturer's Warranty
Many products sold by PondScape are covered by a manufacturer's warranty rather than our return policy.
If your product develops a defect that is covered under the manufacturer's warranty, please contact the manufacturer directly for warranty service or replacement. If you need assistance locating the manufacturer's contact information or require a copy of your proof of purchase, our customer service team will be happy to help.
Thank you for shopping with PondScape!