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Pond Pimps Refund Policy

Last updated: 01/01/2026

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At Pond Pimps, we want you to be completely satisfied with your purchase. If you are not happy with your item, you may return it in accordance with the policy below.

This policy applies to all products supplied by Pond Pimps and purchased via the Pond Pimps online store.

 

Returns Eligibility

To be eligible for a return or exchange:

  • Items must be returned within 14 days of delivery

  • Items must be unused, in their original condition, and in original packaging

  • Items showing signs of use, installation, alteration, or damage may not qualify for a refund or exchange

 

Non-Returnable Items

The following items cannot be returned:

  • Customised or personalised items

  • Items marked as “final sale” or “non-returnable”

  • Gift cards or vouchers

  • Items that have been assembled, installed, or modified

 

How to Return an Item

1. Contact Us

Before returning any item, please contact us with your order details:

Please include your order number and details of the item you wish to return.

2. Return Authorisation

Once approved, we will issue a Return Authorisation Number (RAN) along with return instructions and the return address.

3. Package the Item

  • Securely package the item using the original packaging

  • Include all accessories, manuals, and components

  • Clearly mark the Return Authorisation Number (RAN) on the parcel

4. Send the Item

  • Return the item using a trackable shipping method

  • Customers are responsible for return shipping costs unless the item is faulty or incorrect

  • Pond Pimps is not responsible for items lost in transit

 

Refunds & Processing Time

  • Returned items are inspected upon receipt

  • Approved refunds or exchanges are processed within 5–7 business days

  • Refunds are issued to the original payment method

  • Original shipping costs are non-refundable, unless the return is due to an error on our part

 

Exchanges

If you wish to exchange an item, please specify the replacement product when requesting your return.
All exchanges are subject to stock availability.

 

Damaged or Incorrect Items

If your order arrives damaged or you receive an incorrect item:

  • Contact us within 7 days of delivery

  • Provide your order number and supporting photos where possible

We will arrange a replacement or refund at no additional cost.

 

Contact Us

If you have any questions regarding returns or exchanges, please contact:

Pond Pimps
Email: info@pond-pimps.co.uk

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