Returns & faulty goods

Changing your mind

For eligible goods bought online, tell us you wish to cancel within 14 calendar days after the day you or your nominated recipient receives them. For a single order delivered in separate parts, the period normally runs from the day after the final item arrives. You then have a further 14 calendar days after telling us to send the goods back. You can also cancel before delivery. No reason is required.

Email info@pondandpump.co.uk or write to The Grange, Berrington, Shrewsbury, Shropshire, SY5 6HB with a clear cancellation statement and enough information to identify the order. The optional form on our Cancellation page may help, but is not compulsory. You do not need our permission to exercise the right to cancel.

Where and how to return goods

Our return address is The Grange, Berrington, Shrewsbury, Shropshire, SY5 6HB. Contact us so we can help identify the correct return destination for your item; do not assume the address on a supplier parcel is the correct destination. This help must not delay your legal return deadline. Pack the goods securely and keep evidence of posting. Original packaging and photographs are helpful, but are not conditions of your statutory rights.

You pay the direct return delivery cost for a change of mind, provided this was disclosed before purchase. If an item cannot normally be returned by post, the estimated return cost must be stated before you order. We pay or reimburse reasonable, agreed return costs for goods that are faulty, incorrect or misdescribed.

Inspecting goods and deductions

You may inspect goods as you reasonably would in a shop. We may make a lawful deduction for a reduction in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning, where the required cancellation information was provided. Installing equipment, running it in a pond or consuming a treatment may reduce its value. Opening a box alone does not automatically remove your cancellation right. We do not charge a cancellation or restocking fee when you exercise that right.

Refunds after cancellation

We refund without undue delay. If goods are being returned, we may wait until we receive them or evidence that they have been sent back, whichever comes first, and will refund within 14 days of that point. If we have offered to collect the goods, or no goods have been supplied, the relevant deadline is 14 days after being told of the cancellation. Refunds use the original payment method unless you expressly agree otherwise, with no refund fee.

For cancellation of the whole order, we also refund any standard outbound delivery charge you paid. An additional amount paid for an upgrade above our least expensive standard delivery does not have to be refunded. Where standard delivery was included in the item price, we do not deduct an invented outbound postage charge. If you return only part of an order, we refund the returned items and any delivery charge that the law requires to be refunded; we do not retrospectively add a delivery fee to items you keep.

Faulty, damaged, incorrect or misdescribed goods

Tell info@pondandpump.co.uk what happened and include your order reference. A photograph or model label can help diagnosis, but your legal rights do not depend on supplying photographs or the original packaging. We remain your contact even if a supplier dispatched the item.

Goods must be of satisfactory quality, fit for an agreed purpose and as described. If they do not meet these requirements, you normally have a 30-day short-term right to reject them for a refund. After that, repair or replacement rights usually apply, followed where the legal conditions are met by a price reduction or final right to reject. A fault found within the first six months is generally presumed to have been present on delivery unless the contrary is established or that presumption is incompatible with the goods or fault. This is not a six-month limit on your rights.

We cover the reasonable costs of a valid statutory remedy. A refund for a statutory rejection is due without undue delay and within 14 days after we agree you are entitled to it. Manufacturer warranties add to, and do not replace, your consumer rights.