Shipping & Returns

Shipping Information

At Water Garden Kit, we’re committed to getting your water gardening supplies to you efficiently and safely. Here’s how we handle your orders:

Order Processing Time

We process all orders within 1-2 business days of receiving your payment confirmation. You’ll receive a shipping confirmation email with tracking information once your order is dispatched.

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

• Standard Shipping (£12.95) – Shipped via DHL or FedEx
  • Delivery within 10-15 business days after dispatch
  • Includes tracking and insurance
• Free Shipping – Available on orders over £50, shipped via EMS
  • Delivery within 15-25 business days after dispatch
  • Tracking available

Please note: We ship worldwide except to certain remote areas and parts of Asia. Delivery times may vary depending on your location and customs processing.

Returns & Exchanges Policy

We want you to be completely satisfied with your Water Garden Kit purchase. If you’re not happy with your items, we offer a straightforward returns process.

Returns Period

We accept returns and exchanges within 15 days of you receiving your items.

Condition of Returns

All returned products must be in their original condition – unused, uninstalled, and in their original packaging with all tags, accessories, and documentation included.

How to Initiate a Return or Exchange

Follow these simple steps to return or exchange an item:

1. Contact our customer service team at [email protected] within 15 days of receiving your order
2. Provide your order number and details about the product you wish to return or exchange
3. Explain the reason for your return or exchange
4. Our team will respond within 2 business days with a Returns Merchandise Authorization (RMA) number and further instructions
5. Package the item securely in its original packaging, including all accessories and documentation
6. Clearly mark the RMA number on the outside of the package
7. Ship the package to our returns address

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.