Refund policy
Return Policy
You have 30 days from the time you get your item to request a return under our 30-day return policy.
If your item is the wrong color, size, motor, or completely the wrong product, please decline the shipment and submit an email to support@pondhaven.com outlining your problem. We will be able to help you from there.Â
Your item must be unworn or unused, in its original packing, and in the same condition that you received it to be eligible for a return. The invoice or other evidence of purchase is also required.
You can get in touch with us at support@pondhaven.com to begin a return. Please inform us of the product you wish to return so we can help you further. The manufacturer will determine the return procedure.
Return shipping costs are the responsibility of the customer. We recommend using an insured shipping carrier and insuring the package for its full purchase price, as we are not responsible for items lost or damaged during return shipping. Original shipping costs are non-refundable, even on orders that received free shipping.
Cancellations
For most products, orders may be cancelled within 24-48 hours of placement for a full refund. Please email support@pondhaven.com with your order number as soon as possible.
For Giannini Garden, GIST Concrete Products, and Fiore Stone fountain orders: because production begins shortly after your order is placed, cancellations are only accepted within 24 hours of purchase. After 24 hours, your order has entered production and cannot be cancelled or refunded.
If your order has already shipped, please refer to our return policy above.
When shipping your return:
Write your specific RMA number on your invoice and the return mailing label. Please include your invoice with the returned item. You must send the returned item within five days of obtaining your RMA number.
We would work with the manufacturer to expedite the shipment of a replacement item if your purchase was damaged. Please note that to receive a replacement, we must be notified within 60 days of the purchase.
Damages and issues
If your order arrives damaged, we will work with the manufacturer to send a replacement.
For Giannini Garden, GIST Concrete Products, and Fiore Stone fountain orders: damage must be reported within 24 hours of delivery with clear photos of the packaging and damaged item. These manufacturers require timely notification to process freight claims and we cannot guarantee a replacement outside this window.
For all other products: please notify us within 30 days of delivery and we will work with the manufacturer to resolve the issue.
Exceptions / non-returnable items
Certain products cannot be returned, including:
- Giannini Garden, GIST Concrete Products, and Fiore Stone (Al's Garden Art) fountains — these products are handcrafted to order and are not eligible for return or exchange under any circumstances. This includes all color and finish selections. If you have concerns about your order, please contact us within 24 hours of delivery.Get in touch if you have inquiries or concerns about a particular item.
- Perishable items (food, flowers, plants)
- Personal care items and beauty products
- Hazardous goods, gases, and volatile liquids
- Discounted items and gift cards
Unfortunately, discounted items and gift cards cannot be returned.
Exchanges
Returning the item you now own and then making a new purchase for the desired item after the return has been approved is the quickest way to ensure that you get what you want.
Refunds
Once we've received and reviewed your return, we'll let you know whether or not the refund was accepted. If accepted, a refund will be made automatically using your original payment method. Please remember that your bank or credit card provider may need additional time to process and deposit the refund.
