Returns can be made if merchandise is defective or we ship it to you in error.
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.
No return can be processed without contact information being included with the item(s)
You may return an item providing it is defective
OR
All original display packaging is returned:
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
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.
Postal address :
Critter Cove
180 Front St. S #1
Orillia, ON
Canada
L3V 4S7
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 pump impellers or light bulbs will not be covered by Pets and Ponds and must be addressed by the manufacturer.
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 do not provide warranty service on pumps manufactured by CalPump. All CalPump warranty claims must be made directly to the manufacturer.
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.
