At Water Garden Kit, we strive to ensure your complete satisfaction with every purchase. We understand that sometimes products may not meet your expectations, which is why we’ve created this straightforward returns and exchanges policy.
Returns Period
We accept returns and exchanges within 15 days of you receiving your items. Please note that all returned products must be in their original condition – unused, uninstalled, and in their original packaging with all tags and accessories included.
Non-Returnable Items
For hygiene and safety reasons, the following products cannot be returned or exchanged unless faulty or damaged upon arrival:
- Air Pumps (due to potential moisture exposure)
- All In One Pumps (sealed units)
- Filter Pumps (hygiene considerations)
- Fish Feeders (hygiene considerations)
- Fountain Pumps (potential water damage concerns)
- Any products that have been installed, used, or removed from their original packaging
How to Initiate a Return or Exchange
To start your return or exchange process, please follow these steps:
- Contact our customer service team at [email protected] within 15 days of receiving your order
- Provide your order number and details about the product you wish to return or exchange
- Explain the reason for your return or exchange
- Our team will respond within 2 business days with a Returns Merchandise Authorization (RMA) number and further instructions
- Package the item securely in its original packaging, including all accessories and documentation
- Clearly mark the RMA number on the outside of the package
- Ship the package to our returns address (provided with your RMA instructions)
Important: Please do not send returns without first obtaining an RMA number. Returns without this authorization may not be processed or refunded.
Return Shipping Costs
Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped, defective product, etc.). We recommend using a trackable shipping service as we cannot guarantee receipt of untracked packages.
Refund Processing
Once we receive and inspect your returned item:
- We will process your refund within 5 business days
- Refunds will be issued to your original payment method
- Please allow 7-10 business days for the refund to appear in your account, depending on your payment provider
- Original shipping costs are non-refundable (except in cases of our error)
Exchange Processing
For exchanges:
- We will ship your replacement item once we receive and process your return
- Standard shipping charges apply for the replacement shipment
- If the exchange item is of higher value, we will invoice you for the difference
- If the exchange item is of lower value, we will refund the difference to your original payment method
Damaged or Defective Items
If you receive a damaged or defective product, please contact us immediately at [email protected] with photos of the damage or defect. We will arrange for a replacement or refund and provide a prepaid shipping label for returns of damaged or defective items.
Return Address
Please send returns to:
Water Garden Kit Returns
85 George St
Manchester, GB M3M 5LH
Returns Request Template
To help expedite your return request, please use the following template when emailing us:
Subject: Return/Exchange Request – Order #[Your Order Number]
Dear Water Garden Kit Team,
I would like to request a [return/exchange] for my recent order.
Order Number: [Your order number]
Product Name: [Product name]
Reason for Return/Exchange: [Please describe the reason]
Preferred Solution: [Refund / Exchange for (specific product)]
I confirm that the product is unused and in its original packaging with all accessories.
Thank you for your assistance.
Sincerely,
[Your Full Name]Questions?
If you have any questions about our returns and exchanges policy, please don’t hesitate to contact our friendly customer service team at [email protected]. We’re here to help you enjoy your water gardening experience to the fullest.