Returns, Refunds, Cancellations, Guarantee & Payment terms
1. For online purchases, if you are not 100%satisfied with your purchase of product items, you can return the product and request a full refund or exchange to an equal product value, whether a similar item or not. Returns & exchanges can be made up to 30 days from the date of purchase.
2. We do not charge shipping fees on purchase, however the delivery cost of returned items is borne by the customer.
3. A reasonable delivery fee will be charged for exchanged items.
4. Refunds will be processed once we have received returned items back in a saleable condition, in its original undamaged packaging and provided goods have not been used or installed.
5. Our Customer Site Visit Cancellation Policy. A full refund of the fee is given on receipt of 24hours notice of cancellation in writing. If less than 24hour notice of cancellation is given the fee becomes non-refundable.
6. Notice of Cancellation of a garden water feature installation package should be made in writing as soon as possible after booking in, and in any event no less than 14 days before the agreed start date of installation.
7. Any charges or expenditure incurred on your project on pond materials with less than 14 days notice will become non-refundable on customer cancellation.
8. Our 12 month Guarantee Policy for pond installation & water feature work is set out on our FAQ page of our webstie. It becomes operable on receipt of payment in full of the balance of the project invoice.
9. Our 12 month Guarantee Policy for pond installation & water features is extended on customer purchase of our Annual Maintenance Packages (Winter or Spring) for the life of the maintenance package purchased. It ceases once the timeframe for the maintenance package purchased ends.
10. Any Customer complaints should be directed to Daniel Windley for resolution.
11. Google Business Customer 5 star Reviews are genuine reviews by verifiable Brit Ponds customers.
12. Payment terms are found in our FAQ section of our website. Preferred payment is by online bank transfer or debit/credit card. We do not accept cheques or cash.
13. A charge of 4% in addtion to the package price is applied for payment made by Debit or Credit card facilities.
14. Prices for products and services on our website are for within a 25 mile radius of our Berkhamsted HQ. Customer sites further afield will incur additional costs/expenses and are subject to POA.
15. Brit Ponds is a Certified Aquascape Contractor, professionally trained to US Aquascape Inc. product & customer service standards. Our Professional Certification can be inspected at our Berkhamsted HQ.
16. Brit Ponds is insured for Public Liability.
Our garden water feature display with spillway bowls and stacked slate walls can now be seen at Hemel Hempstead Garden Centre, Berkhamsted, HP4. See you there at their outdoor cafe from 12th April 2021 next to our display with the sound of running water accompanying your cuppa.