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 will be processed unless a phone number and credit card number, with expiry date is provided as we do not keep this information on file.
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 30 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.
Please note that our mailing address is a post box and couriers other than Canada Post will not be able to deliver any parcels to our Postal Box.
Postal address :
Pets and Ponds.com
PO BOX 21014
575 West Street South #1
Orillia (Ontario)
Canada
L3V 7N6
Ship via Canada Post Only.
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 $20.00 handling fee.
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