Returns Policy

Last updated March 2026

We offer a 30-day returns policy on both defective and non-defective products.

You may return items within 30 days of delivery, provided they are unused, in original packaging, and in a resaleable condition. Please include your order details or proof of purchase with all returns.

Returns should be sent to:
Perfect Ponds & Koi
Unit 7, Earlswood Garden Centre
Forshaw Heath Road
Earlswood, Solihull
B94 5JU

Return Costs

Customers are responsible for return postage costs for unwanted items. We recommend using a tracked and signed-for service, as we cannot be responsible for items lost in transit.

Damaged, Faulty or Incorrect Items

If your item arrives damaged, faulty, or incorrect, please contact us as soon as possible on 01564 703018 or email sales@perfectpondsupplies.co.uk.

Once the item has been returned and inspected, we will offer either a replacement or a full refund, including reasonable return postage costs.

Refunds

Refunds are processed within 7 days of receiving the returned item and will be made to the original payment method.

Exchanges

We accept exchanges within the 30-day return period, subject to stock availability.

Your Right to Cancel (UK Law)

Under UK consumer law, you have the right to cancel your order within 14 days of receiving your goods.

Once you have notified us, you have a further 14 days to return the goods. Refunds for valid cancellations will be processed in line with statutory requirements.

Conditions

Items must not have been used.
Items must be returned in original packaging.
Returns must include proof of purchase.
We are not responsible for returned goods lost in transit without proof of delivery.

Custom Orders

Custom-made items (such as box liners) cannot be cancelled once production has begun, unless faulty or damaged.

Fish Returns Policy

Due to the nature of livestock, fish cannot be returned once they have left our premises. Please ensure you are happy with your purchase before leaving the store.

Warranty Returns

All items come with a standard 12-month warranty. Where applicable, manufacturer warranties may apply and you may be directed to the manufacturer. Customers are responsible for return postage on warranty claims. Refunds or replacements will be processed once the item has been received and inspected.

Final Note

Your statutory rights are not affected by this policy.