Refunds, Returns and Replacements

At The Natural Pond Store, we want you to love your pond and be happy with the products you purchase from us, so if you encounter any issues please let us know! If you find a defect or functional issue with the product you purchased from us within 30 days of receipt, please get in touch with us at hello@thenaturalpondstore.com.au and attach/forward a copy of your receipt (before sending the product back to us) and we will work through the next steps of the process together with you for your specific requirements and circumstances.

The products in our store all come with some form of warranty or guarantee from the manufacturer, so if you have any problems with the function of a product within the first 2 months please contact us and we will assist you with the next steps. 

When it comes to change of mind returns (including purchasing the wrong product), we can only accept returns for products that are in their original packaging and in a new and unopened condition (including any manuals and accessories included with the product) within 14 days of receipt. Please understand that we are a small, family owned business and we can’t offer free postage for returns that are a ‘change of mind’ or if you purchased the wrong product. As a result, all returns are at the expense of the customer. We thank you for your understanding.

Please also contact us prior to returning any items at hello@thenaturalpondstore.com.au. 

If there is anything we haven’t covered here that you’d like to know, please get in touch!