Unfortunately, in most circumstances, it's not possible to make changes to your order once you've placed it. This is to ensure our customers receive their products as quickly as possible. Please be aware that our offices are closed over the weekend and will not be able to pick up calls or emails regarding cancellations.
Want to Amend or Cancel Your Order?
If you need to change the delivery address, remove items, or cancel your order completely, please contact our Customer Services team by raising a ticket. Please have your order number, order date, or delivery postcode ready. While you will need to pay for the return, the refund will include the full value of the product.
If the product was sold as part of a combination (bundle), in which other products were offered at a discount or for free, the bundled product must also be returned upon request. All Pond Solutions reserves the right to invoice for any unreturned free or discounted bundle products.
Consumer Contracts Regulations 2013
By purchasing from All Pond Solutions, you, the customer enters into a contract with us, the company. This legislation offers you the following cancellation rights when you buy online or by phone:
You are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 30 days after the day on which you receive the goods or services.
Your right to return products does not apply to goods made to your specification, that have been clearly personalised or, which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly.
If you wish to exercise your right of cancellation after you have received the goods, you are obliged to retain possession of the goods and take reasonable care of them.
To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address.
a) If you decide to cancel the contract by returning the goods, you should return the items to us at your cost within 30 days of such cancellation and we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery.)
b) These goods should be packaged with reasonable care and suitable for transit.
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement no later than 30 days after the day we receive back from you any goods supplier.
Want to cancel an order?
Raise a ticket with our Customer Services team using our support page by clicking here.