Returns can be made if we determine that your merchandise is defective, if we ship it to you in error or if it is unused and meets the criteria below:
If this occurs please contact us by e-mail at mail@petsandponds.com, and we will contact you for a return authorization number. All returns must include a Return Authorization Number.
You may return non-defective items provided that:
All original display packaging is returned in original condition
all manuals, instructions, warranty registration cards and parts are returned
the item is in new condition and has not been used
items are returned within 30 days of delivery
in rare cases a reasonable restocking fee may apply
If an item is defective or fails within the first 30 days the customer is only responsible for shipping charges to return the item to us. If an item fails after 30 days the customer is responsible for actual shipping charges each way. If we ship an order and it is refused, an item that is not defective is returned or if an item is returned without proper authorization, or in its original condition the customer will be charged the actual shipping charges each way including our actual initial shipping costs. Defective items will be replaced or credit can be used towards another product, depending on the customer's wishes.
*Exchanges or purchases are not permitted at our retail affiliate or our warehouse location.
Exchanges on non-defective merchandise can only be made within 30 days and if all products are unused and all packaging, manuals and warranty cards are in brand new condition.
Please inspect all shipments immediately as damage claims can only be made within 48 hours of product delivery. Any defective or warranty coverage on light bulbs must be addressed by the manufacturer. We will assist in the process if necessary.
Due to potentially freezing temperatures we can not be held responsible for any leaking or frozen liquids or test kits during the winter season.
We are normally able to provide warranty service on electrical items but rarely, certain brands insist that the manufacturer is involved with the repair or exchange. In some cases manufacturers must also be directly involved if the item fails more than 90 days after purchase.
If an item is received damaged we will normally send a free replacement or replacement parts with proof of damage. However in some cases we will refund the product rather than replace it at our discretion.
