At Pond Construction Shop, we’re committed to helping you create beautiful aquatic environments. We want you to be completely satisfied with your pond accessories, water features, and aquatic supplies. If you’re not happy with your purchase, we’re here to help.

Our Return Policy

You may return most items within 15 days of receiving your order for a refund or exchange. To be eligible for a return:

  • Item must be unused and in its original condition
  • Item must be in the original packaging
  • You must have the original receipt or proof of purchase

Non-Returnable Items

Due to the nature of certain aquatic products, the following items cannot be returned:

  • Coldwater Livestock (for animal welfare reasons)
  • Filter Media (once opened for hygiene reasons)
  • Dwarf Lilies and other live plants (due to perishable nature)
  • Any custom-made or special order items (including certain Atlantis Waterfalls configurations)

How to Initiate a Return or Exchange

Follow these simple steps to return or exchange an item:

  1. Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order. Use our return request template below for faster processing.
  2. Wait for Approval: Our aquatic specialists will review your request and send return instructions within 2 business days.
  3. Package Your Item: Securely pack the item in its original packaging with all accessories.
  4. Ship Your Return: Send the package to our warehouse at:
    Pond Construction Shop Returns
    3902 Lords Way
    Memphis, US 38110
  5. Track Your Return: We recommend using a trackable shipping service.

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Dear Pond Construction Shop Team,

I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details:

  • Item Name: [Product Name]
  • Reason for Return: [Please specify]
  • Preferred Resolution: [Refund/Exchange for [Product Name]]

Please advise on next steps. Thank you for your assistance with my aquatic project needs.

Best regards,
[Your Full Name]
[Your Email Address]
[Your Phone Number]

Refund Processing

Once we receive and inspect your return:

  • Timing: Refunds are processed within 5 business days of receiving your return.
  • Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal).
  • Shipping Costs: Original shipping fees are non-refundable. Return shipping costs are the customer’s responsibility unless the return is due to our error.

Exchanges

For exchanges of the same value:

  • We’ll ship your replacement item once we receive your return.
  • For exchanges of higher value, you’ll be charged the difference after we receive your return.
  • Exchange shipping is free for customers in eligible regions.

Damaged or Incorrect Items

If you receive a damaged item or incorrect product:

  • Contact us immediately at [email protected]
  • Include photos of the damaged item or incorrect product
  • We’ll arrange for a replacement or refund at no additional cost to you

International Returns

For customers outside the United States:

  • You are responsible for return shipping costs and any customs fees
  • Refunds will be issued in USD
  • Processing may take additional time for international transactions

Need Help With Your Aquatic Project?

Our team of pond specialists is here to help you create the perfect water feature. If you have questions about product suitability before purchasing, please contact us at [email protected] or call us during business hours (Monday-Friday, 9am-5pm CST).

We appreciate your trust in Pond Construction Shop for all your water gardening needs!