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Returns & Refunds Policy

Returns & Refunds Policy

There are a number of circumstances when you may wish to cancel and/or return goods ordered.

Should you find that an order placed is unsuitable for your requirements, the Sussex Pond Shop will provide you with a full refund for any UNUSED and UNOPENED item(s) returned to us within 14 days of purchase.

On such occasions, you must contact Sussex Pond Shop a.s.a.p. by emailing us at sales@sussexpondshop.co.uk quoting your order number and the item(s) that you wish to be returned, prior to returning the product(s).

  • Once Sussex Pond Shop has received and acknowledged your requirement, they will provide you with the necessary procedure which you must ensure is followed.
  • Sussex Pond Shop will provide a full refund for these item(s) once received in original condition, excluding any carriage charges that may have been incurred when initially dispatching the order.
  • Returning products is done so at your own cost.
  • When returning goods, we recommend that you use a courier with recorded delivery or deliver them personally to us.
  • Sussex Pond Shop accepts no responsibility for damage that is incurred in transit when returning goods, or for goods that are lost in transit.
  • Products are not allowed to be used, tried or tested.
  • They must be returned in an appropriate state for re-sale.

Please note* items that can not be returned are perishable items such as live products, livestock, plants, fozen foods and also items cut to size items ie. pond liners, pipework.

 

Warrenty Returns

If you believe you have a faulty product please email us at sales@sussexpondshop.co.uk to discuss our procedure.

Products that carry a manufacturer's guarantee can be returned, if faulty, to us for exchange during the warranty period.

  • Returning products is done so at your own cost.
  • We recommend returning the products by recorded delivery.
  • 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.
  • Sussex Pond Shop accepts no responsibility for damage that is incurred in transit when returning goods, or for goods that are lost in transit.

 

 

Returns of Aquatic Plants

Perishable goods such as plants and molluscs are excluded from The Consumer Protection (distance selling) regulations 2000 as amended by S1689, 2005.

If you need to return Aquatic Plants please call us first. They must meet the following criteria:

  • Plants are returned within 7 days of receipt direct to Sussex Pond Shop at your own cost.
  • Plants have been well cared for whilst in your (the customers) possession.
  • Plants are packed appropriately to avoid damage during transit. Idealy in the origiional packaging.
  • Plants are returned by a 24-hour courier service to ensure they arrive in an appropriate state for resale. As they are a live product.

Sussex Pond Shop will not credit any plants that arrive back damaged, we will not accept returns of oxygenating bunches.

Sussex Pond Shop will not refund delivery charges for items that are being returned through no fault of our own.

 

Replacements / Refunds of Aquatic Plants

In the unlikely event our products are damaged on arrival or we have made a packing error we will replace or refund as requested.

Please provide photographs of the item and its packaging ideally within 24 hours to enable us to claim from the courier and to help us provide a swift resolution and enable us to maintain our high standards.

 

You can always contact us at enquiries@sussexpondshop.co.uk