Thank you for choosing The Pond Fountain! We are dedicated to providing you with high-quality products and outstanding service. If you're not completely satisfied with your purchase, we're here to help. Please review our policies below for refunds, returns, and order cancellations.
Order Processing & Cancellation Policies
Order Processing
- Orders are processed within 1–2 business days and shipped based on product availability.
- If a product is not available for immediate shipment, we will notify you with an updated timeline.
Order Cancellations
- Orders can be canceled within 24 hours of placement without penalty, provided the item has not shipped.
- After 24 hours, cancellations are subject to a 3% cancellation fee to cover administrative costs.
- Cancellations are not allowed once an item has shipped.
Refused Deliveries
- If an item is refused upon delivery for reasons other than damage or an error on our part, the order will be subject to a 20% restocking fee.
Returns
We accept returns for eligible products under the following conditions:
Return Window
- Returns must be initiated within 30 days of receiving your product.
Condition
- Products must be returned in their original, unused, and resellable condition, along with the original packaging.
Return Process
- Email us at sales@thepondfountain.com within 30 days of delivery to request a Return Merchandise Authorization (RMA) number.
- Securely package the item in its original packaging and include your RMA number.
- Follow the instructions provided by our support team for coordinating the return shipping process.
Important Notes:
- Customers are responsible for return shipping costs unless the return is due to damage or an error on our part.
- We recommend using a reputable carrier with tracking and insurance for your return.
- Returns without prior authorization will be denied.
Refunds
Once we receive your returned item and verify it is in unused and resellable condition, we will process your refund as follows:
- Refund Amount: Your purchase price will be refunded, minus any applicable restocking fees.
- Refund Timing: Refunds will be issued to your original payment method and may take 3–7 business days to reflect in your account.
Restocking Fees
- A 20% restocking fee applies to most items.
- The restocking fee covers costs such as initial shipping, payment processing fees, and repackaging.
Exceptions
Damaged or Defective Products
- If your product is damaged during shipping, we will replace it free of charge. Please contact us promptly to report damages.
- For warranty issues, we will assist in resolving the problem or obtaining a replacement through the manufacturer.
Non-Returnable Items
- Custom products or items manufactured to your specifications.
- Clearance or sale items.
- Replacement parts.
- Products that have been used, altered, or damaged and cannot be resold.
Inspection and Refund Processing
- Upon receiving your item, we will inspect it and process your refund within 14 business days.
Questions
If you have any questions or need assistance, please contact us:
- Email: sales@thepondfountain.com
- Business Hours: Monday–Friday, 9 AM–6 PM PST
We appreciate your business and are committed to providing excellent service.
