Welcome to Our Garden Paradise

At Outdoor Garden Pond Store, we’re dedicated to helping you create the garden oasis of your dreams. Just as we carefully select our premium pond pumps, irrigation systems, and garden accessories, we’ve designed our shipping and returns policy with your complete satisfaction in mind.

Shipping Information

Order Processing Time

All orders are processed within 1-2 business days from the date your order is placed. You will receive an email confirmation once your order has been processed and shipped.

Shipping Methods & Delivery Times

Standard Shipping – £12.95

Carriers: DHL or FedEx

Delivery Time: 10-15 business days after shipping

Ideal for when you need your garden essentials in a timely manner.

Free Shipping

Carrier: EMS

Delivery Time: 15-25 business days after shipping

Availability: Free for orders over £50

Perfect for planned garden projects where timing is flexible.

Please Note: Delivery times are estimates and may vary depending on your location and customs processing. We ship globally, excluding Asia and some remote regions.

Returns & Exchanges Policy

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 at [email protected] with the following information:

  • Email Subject: “Return Request – [Your Order Number]”
  • Your order number and date
  • Product(s) you wish to return
  • Reason for return
  • Preferred resolution (refund or exchange)
  • Your contact phone number

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 with all accessories and documentation. Ship to:

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

Important: 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 Gardening Assistance?

Our gardening enthusiasts are here to help! Contact us at [email protected] for any questions about shipping, 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.