Delivery and Returns information

Standard Delivery Information: UK and Bristol

Delivery Charge: £4.95 - This charge is our fixed fee for any sized delivery.

Once we have placed / received your order we will always try to despatch the item/s the same day for orders made before 1pm.

Estimated delivery is between 1 - 3 working days, (Not including Bank Holidays) For our larger items i.e large filter systems there will be an additional surcharge, which will be advised when an order has been placed.

Express Delivery Bristol : Bristol and Surrounding areas

Have you started a pond project or even started building your first pond, and you have not received a correct part or a part has been broken or maybe you are looking to make your first order to carry out the pond job, and you don’t want to wait for an online order to arrive. We can offer same day delivery or next day on selected items* 

We know the issues a pond build or some routine pond maintenance can cause if a part is wrong, or unfortunately has been broke on installation, and this can delay the work for a few days depending on stock availability and online ordering. We can help!! We can deliver stock items the same day or the next morning if ordered by 1pm (Opening Hours Only), so you don’t have to delay your project . This service also is available for our gardening product range.

This service can be for tradesman or DIYers and to keep cost down, we only charge our standard delivery of £4.95 on this service, so at no extra cost like other companies out there. 

How it works: We can only carry out our express service from orders made through our sales phone line, as an online order may not been seen in time. Call before 1pm 6 days a week (MON - SAT) and let us know the item/s you require, and we can check current stock, and if we have it available for express delivery we will then advise you if it will be same day delivery or next day delivery, and if agreed we will complete the order and have the items delivered to you within the agreed timescale.**

*Please note this service is only for stock items, and we can not offer this service on any items we need to order in, as we can not guarantee when we will receive it, so any non-stock items will be delivered as per our standard delivery terms of 1-3 days. This Service only covers the Bristol Area. 

**We can not guarantee exact times on our express delivery service, and therefore you will be given a approx time of arrival once an order has been completed. 

Returns Information:

Please call, Email or complete a returns form on our contact page of our online store: www.gardenandpondstore.co.uk to start the returns process.

Returning Unwanted Products:

If you wish to return an item due to it being unwanted, you may do so but at your own cost within 30 days of purchase. The product must be in its original packaging and in an unused state.We suggest, that you send all returns back via registered post or a tracked service. If you are unsure which courier to use, please ask for our assistance in the returns form message, and we will contact you with some suggestions. 

Returning faulty Products:

Should your order arrive with a fault or damage, please complete a returns form within 30 days of receiving your item. We will contact you to request either an image or a video of the broken product before returning the item to us - We will then assess the evidence and advise you on what to do next. This may be in the form of troubleshooting, returning for testing or issuing a replacement.

We will not refund products that are not faulty upon being tested when they have been returned to us, If a product is not faulty upon testing, it will be returned to you and there may be charges for the collection and return.

Please Note: 

We will not accept any products that are returned outside of the 30 day returns policy.

We will not refund or exchange any products that have been used and are not faulty after purchase even if returned within the 30 day policy.

If a refund is offered in these circumstances it is at the discretion of Management. 

We are are not responsible for parcels lost or damaged in transit that are returned at your own cost. We can provide images of damage to support your claim with the courier. This may affect your right to refund, repair or replacement. 

This does not affect your statutory rights.

Once we have received the item/s and any relevant checks have been carried out, we will contact you in reference to the refund.