Refund policy
Return Conditions
To be eligible for a return / refund, the following conditions apply:
1. Return request and shipping deadline
A return request must be submitted and the item(s) shipped back to us within 30 days of delivery.
2. Condition of returned items
All returns are subject to inspection and approval before a refund is issued. To be eligible for a refund or return, your products must be unused, in resalable condition and include all original packaging, components, and accessories.
3. Restocking fees
Some of our products which are returned will be subject to a restocking fee (not exceeding 25%), made mandatory by the manufacturer. If a restocking fee applies, it will be deducted from your refund. Restocking fees are charged for the following brands:
- Kasco Marine
- Aqua Control
- Superior Pond
- Airmax
4. Return shipping
Customers are responsible for all return shipping costs. We recommend using the same carrier that delivered your package.
How to Return an Item
To initiate a return, please contact us at support@pondstream.com and let us know your order number, as well as which products you would like to return.
We will provide you with a return form and instructions for shipping the products back.
Do not ship any items back until you have received your return form. Your return form will include the correct return address for the applicable warehouse. Remember to ship your items back within 30 days of the date of delivery.
Refunds
Refunds are issued only to the original payment method used for the purchase.
Please allow time for your return to be received, inspected, and approved. Once your refund has been issued, it may take additional time for your bank or credit card provider to post the funds to your account.
Refunds are typically processed within 7–14 business days after the return has been received.
If you do not see your refund after 14 business days, please contact us at support@pondstream.com for assistance.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible.
If your order has already shipped, it cannot be canceled and you will need to wait for the order to arrive and follow our standard return process.