Returns/Refunds

Returns/Refunds

This return policy applies to customers in the United States and international customers unless otherwise stated.

We understand that sometimes a product may not be the right fit. Pro Pond Supply offers a return policy on most eligible items, subject to the terms below.

30-Day Return Policy

Most products may be returned within 30 days of delivery.

To qualify for a return:

• Items must be in new, unused condition
• Items must be returned in their original packaging
• Products that have been used, installed, assembled, or altered are not eligible for return
• Custom, special-order, or made-to-order items may not be eligible for return

Please review the product page for any item-specific return terms or exceptions.

Brand-Specific Policies

Because we work with multiple suppliers and manufacturers, return eligibility, restocking fees, and refund terms may vary by product.

Product pages may include details such as:

• Return windows
• Restocking fees
• Non-returnable items
• Manufacturer-specific requirements

We recommend reviewing the product page before placing your order for the most accurate policy information.

Technical Support and Warranty

For certain brands, troubleshooting, warranty claims, and replacement parts may be handled directly by the manufacturer’s U.S.-based support team.

The manufacturer may require photos, product information, or basic troubleshooting before approving a warranty claim or sending replacement parts. Pro Pond Supply is happy to help connect you with the correct support channel and assist with order details, but we cannot override the manufacturer’s warranty process.

FAQs

Why do return policies vary?
Each supplier we work with may have different return and warranty requirements. This allows us to offer a broader range of quality pond and lake products.

Where can I find the return policy for my product?
Please check the Shipping & Returns section on the specific product page for any item-specific details.

What if I have questions?
If you have any questions before ordering or need help with a return, our customer support team is here to help.

📞 470-201-5198
📧 support@propondsupply.com

Return Process

1. Contact Us
Email support@propondsupply.com with your order number, the item you would like to return, and the reason for the return.

2. Authorization Required
Returns must be approved before being sent back. If required by the supplier, we will provide return authorization instructions.

3. Return Instructions
Once your return is approved, we will send the correct return address and any instructions needed to complete the return.

4. Return Shipping
Unless the return is due to a confirmed defect, damage, or fulfillment error, return shipping costs are the customer’s responsibility.

Restocking Fees

• A restocking fee of up to 20% may apply depending on the supplier’s policy
• Some items may be non-returnable
• Custom or special-order products may have higher restocking fees or may not be eligible for return

Refunds

• Refunds will be issued to your original payment method after the returned item is received and approved
• Refunds may take up to 10 business days to appear in your account depending on your payment provider

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible.

To help us resolve the issue quickly, please include:

• Your order number
• Photos of the item and packaging
• A brief description of the issue

Depending on the supplier’s policy, resolution may include a replacement, replacement parts, store credit, or a refund.

Product Compatibility and Intended Use

Customers are responsible for reviewing product specifications, sizing, compatibility, and intended use before placing an order.

If an item is ordered in error but is still new and unused, it may be eligible for return under the terms above, including any applicable return shipping costs and restocking fees.

Cancellations

Before Shipment
Canceled orders are subject to a 3% refund processing fee to cover non-refundable transaction charges.

If your order was paid using Affirm, an additional 6% non-refundable Affirm processing fee will also apply.

After Shipment
If the order has already shipped, the cancellation will be treated as a return and may be subject to return shipping costs and any applicable restocking fees.

International Orders, Currency, and Bank Fees

For customers outside the United States:

• All orders and refunds are processed in USD
• Your bank or credit card provider may apply currency conversion rates, foreign transaction fees, or exchange spreads outside of our control
• These charges may cause your refund amount in local currency to differ slightly from your original payment
• We only deduct the cancellation processing fee described above, when applicable

We reserve the right to update this return and refund policy at any time to reflect changes in supplier policies or legal requirements.

If you have questions about returns or refunds, please contact us:

📞 470-201-5198
📧 support@propondsupply.com