At Outdoor Garden Pond Store, we’re committed to helping you create the garden paradise of your dreams. We understand that sometimes products may not meet your expectations, which is why we’ve created a straightforward returns and exchanges process. Just as we carefully select our pond pumps, irrigation systems, and garden accessories, we’ve designed this policy with your satisfaction in mind.

Key Policy Highlights

  • Return Window: 15 days from delivery date
  • Condition: Items must be unused, in original packaging with all tags attached
  • Return Shipping: Customer responsibility (except for defective items)
  • Refund Processing: 5-7 business days after we receive your return

Our Returns & Exchanges Process

Step 1: Review Eligibility

Before initiating a return, please ensure your item meets these criteria:

  • Return request is made within 15 days of delivery
  • Item is in original condition, unused, and in its original packaging
  • All accessories, manuals, and parts are included
  • You have your original order confirmation or proof of purchase

Step 2: Submit Your Return Request

Contact our customer service team using the template below. Send your completed request to [email protected] with the subject line “Return Request – [Your Order Number]”.

Return Request Template

Subject: Return Request – [Your Order Number]

Email Content:

Dear Outdoor Garden Pond Store Team,

I would like to request a return/exchange for my recent order.

Order Number: [Please insert your order number]
Order Date: [Please insert order date]
Product(s) to Return: [Please list product names and quantities]
Reason for Return: [Please specify: wrong size, defective, changed mind, etc.]
Preferred Resolution: [Refund / Exchange for (specific product)]
Contact Phone Number: [Your phone number for shipping updates]

I confirm that the item(s) are unused, in original packaging with all accessories included.

Thank you for your assistance,
[Your Full Name]

Step 3: Wait for Authorization

Within 2 business days, we’ll email you a Return Authorization Number and shipping instructions. Please do not ship your return without this authorization.

Step 4: Package and Ship Your Return

Carefully package the item(s) in their original packaging, include all accessories and documentation, and affix the return label (if provided) or ship to:

Outdoor Garden Pond Store Returns
52 Stall St
Bath, GB BA8O 6SJ
United Kingdom

Important: Please include your Return Authorization Number both inside the package and on the shipping label.

Step 5: Receive Your Refund or Exchange

Once we receive and inspect your return:

  • Refunds: Processed within 5-7 business days to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Exchanges: Shipped via your original shipping method within 3-5 business days of return approval
  • You’ll receive email confirmation when your refund is processed or exchange is shipped

Non-Returnable Items

To ensure the health and safety of all our customers, certain items cannot be returned for hygiene reasons:

  • Fish Feeders (due to potential contamination concerns)
  • Any products where original packaging has been opened or seals broken
  • Customized or specially ordered items

Defective or Damaged Items

If you receive a defective or damaged product, contact us immediately at [email protected]. We’ll arrange a prepaid return label and expedite your replacement at no cost to you.

International Returns

For our global customers (excluding Asia and some remote regions), return shipping costs are the customer’s responsibility. Refunds will be processed in your original payment currency, and any currency conversion differences or bank fees are beyond our control.

Need Assistance?

Our gardening enthusiasts are here to help! Contact us at [email protected] for any questions about returns, exchanges, or your garden pond and irrigation needs.

We appreciate your trust in Outdoor Garden Pond Store and are committed to ensuring your complete satisfaction with every purchase.