At Pond Care Tools Shop, we take pride in providing high-quality pond care products to water garden enthusiasts worldwide. We stand behind the quality of our External Pond Pumps, Pressurized Filters, LED Lighting, and Plant Accessories. If you’re not completely satisfied with your purchase, we’re here to help with a straightforward returns and exchanges process.

Return & Exchange Eligibility

To be eligible for a return or exchange, your item must be:

  • In its original, unused condition with all tags and packaging intact
  • Received within the last 15 days
  • Accompanied by the original receipt or proof of purchase
Please Note: Due to hygiene and safety reasons, the following products are non-returnable unless defective:
  • Filter Pads & Media
  • Plants & Snails (including Lotus)
  • Halogen Lights and LED Lights (if packaging is opened)
  • Replacement Parts and Replacement UV Bulbs (if packaging is opened)

Return Process

Follow these simple steps to return or exchange an item:

  1. Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order. Include your order number and reason for return.
  2. Wait for Authorization: We will respond within 2 business days with a Return Authorization Number and instructions.
  3. Package Your Item: Securely pack the item in its original packaging, including all accessories and documentation.
  4. Ship Your Return: Send the package to our warehouse at:

    Pond Care Tools Shop
    Returns Department
    1796 White Lane
    Irwinton, US 31042

    Please include the Return Authorization Number clearly on the package.

Refund Information

Once we receive and inspect your return:

  • Refunds will be processed within 5-7 business days
  • Your refund will be credited to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping costs are non-refundable, unless the return is due to our error
  • You are responsible for return shipping costs unless the item is defective or we made an error in your order

Exchange Information

For exchanges:

  • Follow the same process as returns
  • We will ship your replacement item once we receive the original product
  • Standard shipping charges apply for exchanged items

Defective or Damaged Items

If you receive a defective or damaged product:

  • Contact us immediately at [email protected]
  • Provide your order number and description of the issue
  • We will arrange for a replacement or repair at no additional cost
  • In some cases, we may request photos of the damaged item

Return Request Template

Use the following template when emailing us about a return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Pond Care Tools Shop Team, I would like to request a [return/exchange] for my recent purchase. Order Number: [Your Order Number] Product Name: [Product Name] Reason for Return/Exchange: [Please provide details] Please advise on the next steps and provide a Return Authorization Number. Thank you, [Your Full Name] [Your Email Address] [Your Phone Number – Optional]

Questions?

If you have any questions about our returns and exchanges policy, please don’t hesitate to contact us at [email protected]. Our dedicated customer service team is here to assist water garden enthusiasts like you in creating and maintaining beautiful pond environments.

Thank you for choosing Pond Care Tools Shop for your pond care needs!