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Returns Information

Cancellation Policy

  • If you wish to cancel you order you can do so within 14 days of receipt of your products. To do so please contact us at info@pond-planet.co.uk for authorisation.
  • Products are to be returned in perfect condition to Pond Planet Ltd, Unit 5, Clayton Court, Bowesfield Crescent, Bowesfield Industrial Estate, Stockton On Tees, TS18 3QX.
  • Returning products is done so at your own cost.
  • The products being returned must be securely packed to avoid damage. We recommend returning the products by recorded delivery.
  • Pond Planet does not accept responsibility for goods returned by a customer, but which are not received, unless proof of delivery to us or receipt by carrier is supplied.
  • Pond Planet will refund all sums paid by you, less a standard £5.00 fee to cover our postage costs.
  • Return of goods after 14 days is at our own discretion.
  • Goods are not allowed to be tried/tested.
  • We process returns as quickly as possible. Please allow 7-10 days for us to handle your product return.
  • This refund policy does not affect your statutory rights.
  • Products that are especially made or ordered cannot be returned for refund unless faulty or damaged.

Warranty Returns Policy

  • Products that carry a manufacturer's guarantee can be returned, if faulty, to us for exchange during the warranty period.
  • If you feel the product is faulty please contact us at info@pond-planet.co.uk for authorisation.
  • Products are to be returned to Pond Planet Ltd, Unit 5, Clayton Court, Bowesfield Crescent, Bowesfield Industrial Estate, Stockton On Tees, TS18 3QX.
  • Returning products is done so at your own cost.
  • We recommend returning the products by recorded delivery.
  • Pond Planet does not accept responsibility for goods returned by a customer, but which are not received, unless proof of delivery to us or receipt by carrier is supplied.
  • Upon receipt of the faulty product our returns team will test the product.
  • If the product is found to be faulty we will ship a replacement via courier at no extra charge.
  • If the product is found not to be faulty then a £9.99 postage and handling charge will be payable before we return the product to cover our costs.

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