Returns 

Goods purchased from Love My Pond are unable to be returned without first reaching out to us and requesting a return. Unfortunately, returns cannot be made for pond and dam liners. No returns can be accepted unless a copy of the purchase invoice is enclosed with the returned item/s. Along with the goods and invoice, please include a list of the goods to be returned, including the product description, quantity, date of return and the customer’s name and address. The items must be returned in the original packaging. Freight charges for returns must be paid by the customer. The customer is responsible for any damage incurred during return shipment. We are only able to issue a credit note after the goods have been successfully returned. 

Change of Mind 

A request to return goods (except pond and dam liners) because of a change of mind must be made within 7 days of delivery, unless otherwise agreed. Freight charges must be paid by the customer for all change of mind returns.  

Cancellation 

No cancellation or partial cancellation of an order by the customer can be accepted by Love My Pond unless first consented in writing. Sometimes a cancellation charge will need to be paid by the customer. Cancellations cannot be accepted on goods that are not regular stock which are in the process of manufacture or ready for shipment. 

Complaints 

All complaints, claims, or notification of lost goods, incomplete goods, damaged goods, or goods that do not comply with your purchase order must be submitted to us in writing within 48 hours of the date of delivery. The exception is pond and dam liners which must be submitted to us immediately on receipt of the products. Otherwise, we will consider you to have accepted the items.