FAULTY PRODUCTS

Simply send an email to sales@pondsrus.com.au

Stating

a) your receipt number

b) your contact details - (Phone number is critical)

c) the reason for requesting return

We will email you an authorisation and return instructions. When we receive the returned product/s we will exchange, repair or refund the product cost.

Refund entitlement:

You are entitled to a full refund when there has been a breach of your statutory conditions and you cancel the contract.

These breaches can occur if the goods you bought:

Do not do what they are supposed to do.
Were purchased for a particular purpose relying on the trader's advice and the goods don't do what the trader said they would.
Don't match the description or sample given to you by the trader.

You are not entitled to a refund if you:

Simply changed your mind about something you have bought.
Are responsible for the fault/defect.
Were advised of the fault/defect at the time of purchase.
Discover that the item can be purchased cheaper elsewhere.

Return conditions

Return freight is the customer’s responsibility. For your protection we suggest that you use a traceable and insured method of shipping. Please pack carefully as damage or loss during return transport is your responsibility.

Items that cannot be returned: An item that we do not normally stock and have been ordered especially for you, items that have been custom made or cut length cable, pond liner, hose or cable, or products at "special prices" (excluding discount).

Any item that is either, returned damaged or is not faulty will be returned to you. Freight costs will apply if the product/s are returned to you due to the above terms not being followed. (The costs will be determined by Ponds ‘R’ Us and based on the returned items condition.