HOME
 CONTACT US      YOUR CART


NEW ITEMS

AQUARIUM SUPPLIES

PONDS AND SUPPLIES

REPTILE SUPPLIES

GIFT CERTIFICATES

SALE ITEMS



Customer Service

Shipping & Ordering Info.

Privacy & Security

Returns

Customer Testimonials

Disclaimer






Home Returns

Returns



Returns can be made if we determine that your merchandise is defective, if we ship it to you in error or if it is unused and meets the criteria below:
If this occurs please contact us by phone 1 877 738-7387, or e-mail at mail@petsandponds.com, and we will contact you for a return authorization number. All returns must include a Return Authorization Number.

You may return non-defective items provided that:

  • All original display packaging is returned in original condition
  • all manuals, instructions, warranty registration cards and parts are returned
  • the item is in new condition and has not been used
  • items are returned within 14 days of delivery
  • in rare cases a reasonable restocking fee may apply
  • If an item is defective or fails within the first 30 days the customer is only responsible for shipping charges to return the item to us. If an item fails after 30 days the customer is responsible for actual shipping charges each way. If we ship an order and it is refused, an item that is not defective is returned or if an item is returned without proper authorization, or in its original condition the customer will be charged the actual shipping charges each way including our actual initial shipping costs. Defective items will be replaced or credit can be used towards another product, depending on the customer's wishes.


    *Exchanges or purchases are not permitted at our retail affiliate or our warehouse location.

    Exchanges on non-defective merchandise can only be made within 14 days and if all products are unused and all packaging, manuals and warranty cards are in brand new condition. Restocking fees of 15% minimum will apply and the customer will be responsible for the actual freight we paid to ship the product initially. The customer is also responsible to pay their own shipping and insurance and will be held responsible for any damage that occurs to the returned product on its way back to us.

    Any return for a suspected defective item that is tested by us and is deemed to be in good working order will incur a minimal handling fee.

    Please inspect all shipments immediately as damage claims can only be made within 48 hours of product delivery. Any defective or warranty coverage on light bulbs must be addressed by the manufacturer. We will assist in the process if necessary.

    Due to potentially freezing temperatures we can not be held responsible for any leaking or frozen liquids or test kits during the winter season.

    We are normally able to provide warranty service on electrical items but rarely, certain brands insist that the manufacturer is involved with the repair or exchange. In some cases manufacturers must also be directly involved if the item fails more than 90 days after purchase.

    If an item is received damaged we will normally send a free replacement or replacement parts with proof of damage. However in some cases we will refund the product rather than replace it at our discretion.