Return/Refund Policy
We want you to be completely satisfied with your purchase. If for any reason you need to return a product, please review the details of our return policy below.
New, Unused Products
- Return Window: Returns are accepted within 30 days of purchase. Products must be new, unused, and in their original packaging to be eligible for a return.
- Return Shipping: The cost of return shipping is the buyer’s responsibility. To avoid damage, please package the return item in a separate box with the original packaging.
- Refunds: Refunds will be processed after inspection. If the product has been used or is damaged, it may be considered non-returnable, and your refund could be voided.
- Free Shipping: If the product was purchased with free shipping, the original shipping cost will be deducted from your refund.
- Inspection: All returned products are subject to inspection. If the product is found to have been used or damaged, the used product return terms and a restocking fee may apply. Restocking fees are determined at PrimaPond’s and the Manufacturer’s discretion.
- Original Freight: Original shipping costs are non-refundable and the customer is responsible for return freight arrangements.
Used Products
- Eligibility: Used products may be returned within 30 days from the purchase date, at PrimaPond’s or the Manufacturer's discretion.
- Condition: Returned used items must be fully assembled, clean, and in good working condition with all original components.
- Restocking Fees: Used products that are not fully assembled, clean, or in good working order may incur a restocking fee of 50% or more, depending on the condition of the item.
-
Non-Returnable Items: The following items cannot be returned:
- Consumables (e.g., water treatments, UV bulbs)
- Excess bulk items (e.g., liner, underlay, tubing, filter media)
- Special order items
- Restocking Fee: A minimum 50% restocking fee will apply to used products. Fees may increase based on item condition.
Defective Products
- Warranty Processing: If your product is defective, we will handle the warranty process on your behalf, contacting the Manufacturer to resolve the issue.
- Return Shipping: The buyer is responsible for shipping costs when returning a defective product to the manufacturer. Shipping must be via UPS or FedEx Ground, and the buyer is also responsible for packaging.
-
Warranty Coverage: All products are covered by the Manufacturer's warranty, which may include a replacement or refund for the defective product. Warranty exclusions may apply to:
- Altered or damaged products, such as modified power cords or improper use.
- Shipping charges for returning defective items.
- Defective Pumps: If a pump is deemed defective, it must be returned within 20 days of receiving a replacement. If not returned, the customer will be charged for the replacement pump.
- Warranty Terms: All warranties are valid from the original purchase date and do not reset with product replacements.
Additional Information
- Building Codes: PrimaPond is not responsible for ensuring compliance with local building codes or regulations. We recommend checking your local laws before making a purchase.
We are committed to providing you with a hassle-free return experience. If you have any questions or need assistance, feel free to contact us.