60-day returns
If you're not happy with your purchase, you can return it within 60 days of delivery for a refund.
What can be returned
- Items must be unused and in their original packaging with all parts included.
- Items that have been installed or used in a pond can't be returned unless they're defective.
How to start a return
Email contact@pondwell.com with your order number and the item you'd like to return. We'll reply with return instructions and the return address. Please don't send items back without contacting us first.
Return shipping
For items that aren't defective, you pay the cost of return shipping. We recommend a trackable shipping method, since we can't issue a refund for a return we don't receive.
Defective or damaged items
If your item arrives damaged or doesn't work, contact us within 60 days of delivery. We'll send a replacement or issue a full refund, and we'll cover the return shipping. For items damaged in transit, please include photos of the item and the packaging.
Refunds
Once we receive and inspect your return, we'll issue a refund to your original payment method within 5 business days. Your bank or card issuer may take a few extra days to post it. Original shipping charges aren't refundable unless the item was defective or we made an error with your order.
Ordered the wrong size?
If you ordered the wrong model or wattage, return the unused item under this policy and place a new order for the one you need. If you're unsure which size is right, email us before you order and we'll help you choose.