At AllPondSolutions we aim to make returns as simple as possible. Most items can be returned within 30 days of receipt, provided they meet our return conditions. Please read our full policy below to understand your rights and our process.
1. Returning an Item (Unwanted or Exchange)
If you wish to return an item for exchange, store credit, or a refund because it is unwanted:
Submit your request via our Returns & Exchange Page.
The product must be:
Unused and in its original packaging
Returned within 30 days of receipt
Return Steps:
Include your delivery note and order number in the package.
Repackage securely so the item is safe for transit.
Send the package to our Returns Department.
Refunds will include the cost of the goods only (delivery fees excluded) and will be processed once the items are received in their original condition.
2. Returning Faulty or Damaged Items
If your item arrives damaged or faulty, or becomes faulty within its warranty period:
Request an exchange or refund via our Returns Portal, or
Raise a support ticket with Customer Service for assistance.
What to Provide:
Your Order ID
Clear photos or video of the fault/damage
This helps us assess the issue quickly and guide you on the next steps.
3. Refunds
Refunds may take up to 14 days from the date our Returns Department receives your item.
Processing time varies based on:
Item condition
How long you’ve had the product
Your payment method
Refunds are issued as follows:
Credit Card purchases – Refunded to the original card
PayPal purchases – Refunded via PayPal
Note: Refunds are only available for returns made within 30 days. Items outside this window but still under warranty will be repaired or replaced but not refunded.
4. Return Postage Costs
Return postage is not refunded, unless:
You received the wrong item
The item is defective or damaged
The item does not match its description
In these cases, we’ll arrange collection or provide a prepaid return label.
5. Partial or Reduced Refunds
To receive a full refund, the item must be unused and returned in its original condition.
Items that are used, damaged (not by us), or missing parts may only qualify for a partial refund.
Items found to be non-faulty after testing will be returned to you, with collection and return charges applied.
Once a return is processed by our Returns Department, the item cannot be sent back to you.
6. Special Guidance: Aquariums (Pallet Deliveries)
If your aquarium arrives damaged, reject the delivery and follow the courier’s guidelines.
For returns:
Raise a ticket with Customer Service.
If collection is arranged:
The aquarium must be placed on a pallet and securely packaged (original packaging preferred).
We can provide pallets and wrap upon request.
For unwanted aquariums, arrange your own courier (e.g., Door2Door, Palletways).
For faulty aquariums, testing will be carried out.
If the tank is not faulty, you may incur a £20 pallet/wrapping fee plus return costs.
7. Important Notes
30-Day Limit: Returns are only accepted within 30 days of receipt.
Used Products: Non-faulty, used items are not eligible for refunds unless management approves.
Lost/Damaged Returns: We are not responsible for parcels lost or damaged during return if shipped at your cost, but we can provide evidence to help you file claims.
Unclaimed Returns: Items (faulty or unwanted) unclaimed 30 days after we receive them will be disposed of without replacement or refund.
This policy does not affect your statutory rights.
Need Help?
For questions, to start a return, or to raise a ticket:
Contact Customer Service. We aim to respond within 24 hours.