Returns

RETURNING UNWANTED ITEMS

If you wish to return an item due to it being unwanted, you may do so at your own cost. The product must be in its original packaging in an unused state.

Please include your delivery note in the return package with a brief explanation of why you have returned it and what resolution you wish to have (Exchange, Refund etc)

We suggest, for your own safety that you send all returns back via registered post or a tracked service. If you are unsure which courier to use, please contact our customer service team who will be able to advise.

The item must be repackaged, fit for transit and sent to:

Returns Department
All Pond Solutions
Unit 203 Riverside Way
Uxbridge
UB8 2YF

Any refunds will be issued once we have received the goods, in their original condition. This refund only includes the total of goods sent and not the delivery charge.

Please note:  

  • We will not accept any products that are returned outside of the 30 day returns policy.
  • We will not refund or exchange any products that have been used and are not faulty after purchase even if returned within the 30 day policy.
  • If a refund is offered in these circumstances it is at the discretion of Management. 
  • All Pond Solutions are not responsible for parcels lost or damaged in transit that are returned at your own cost. We can provide images of damage to support your claim with the courier. This may affect your right to refund, repair or replacement. 
  • This does not affect your statutory rights.

 

RETURNING FAULTY PRODUCTS

Should your order arrive with a fault or damage, please raise a support ticket with our customer service team through our support centre within 30 days of receiving your item. Please attach an image or video of the broken product before returning the item to us - Customer Services will then assess the evidence and advise you on what to do next. This may be in the form of trouble shooting, returning for testing or issuing a replacement.

Should your order become faulty within the warranty, please raise a support ticket with our customer service team through our support centre . Customer Services will then assess the evidence and advise you on what to do next. This may be in the form of trouble shooting, returning for testing or issuing a replacement.

In some cases we will arrange for a faulty item to be collected. Collection can be arranged from the delivery address or another address that is convenient for you. You will need to be present when the collection takes place and there may be charges for failed collections so it is important you are home for the duration of the chosen day.

We will not refund products that are not faulty upon being tested here at the warehouse. If a product is not faulty upon testing, it will be returned to you and there may be charges for the collection and return.

Please Note: If you return an item, whether it be faulty or unwanted and do not claim for it within 6 weeks of us receiving the item, it will be destroyed without replacement or refund. 

RETURNING AQUARIUMS*

If a collection has been issued for your aquarium to be returned, we will arrange a collection day with you.

The aquarium must be put on a pallet and have packaging around it. Please retain the original packaging for your aquarium.

If you require a pallet and pallet wrap, you MUST inform us of this when we arrange the collection with you. 

If your tank is collected and found NOT faulty, you will be charged £20 for the cost of the pallet and wrapping if provided for you. You may also incur other charges for the cost of return. 

If you have returned the aquarium due to it being unwanted, a refund will be processed AFTER we have received the tank back with us and have checked it over for damages.

If you fail to arrange a delivery date with our courier and considerable time has passed they will return the tank to us directly as they have a limited holding period. We at All Pond Solutions  then reserve the right to recall the aquarium and deduct any delivery and return costs incurred off the refund due to you. We will attempt to keep you informed of every stage of this process

* Please do not return a large pallet aquarium without prior discussions with our customer service team