Order Cancellation Policy

This policy explains how to cancel an order placed with Pond Provisions Co (a trading name of Express Matting Services Ltd), both before it is dispatched and under your legal right to change your mind. It works alongside our Return & Refund Policy and does not affect your statutory rights.

At a glance

Cancel before dispatch	Yes — contact us as soon as possible and we will stop the order and refund you in full
Cancel after dispatch (cooling-off)	Yes — you have 14 days from receiving the goods to cancel most orders under the Consumer Contracts Regulations 2013
How to cancel	Email your order number to sales@pondprovisionsco.co.uk, or call us
Refund after cancellation	To your original payment method

Cancelling before your order is dispatched

If you change your mind before your order has been dispatched, contact us as soon as possible with your order number and we will cancel the order and refund you in full. Because we aim to dispatch within 1–2 business days, please contact us quickly. If the order has already been dispatched, it will be treated as a cooling-off cancellation or a return (see below).

Your 14-day right to cancel (cooling-off period)

Under the Consumer Contracts Regulations 2013, for most items bought online you have the right to cancel within 14 days of receiving the goods, for any reason. To use this right, tell us within that 14-day period by emailing sales@pondprovisionsco.co.uk with your order number, or by calling us. You do not have to give a reason.

After telling us, return the goods within 14 days. The goods must be in a condition that lets us resell them — unused and, where possible, in their original packaging. You are responsible for the cost of return postage when you cancel under this right, and we recommend a tracked service.

Items the 14-day right does not apply to

The cooling-off right does not apply to certain goods, including:

Live pond plants, because they are perishable.
Pond hose, outdoor electrical cable and air line cut to length from the roll, because they are made to your order.

These items are still fully covered if they arrive damaged, faulty or not as described — see our Return & Refund Policy.

Refunds after cancellation

Once your cancellation is accepted, we refund to your original payment method. Where you cancel after receiving the goods, we may wait until we have received the goods back, or you have shown proof that you have sent them, before issuing the refund, and we refund within 14 days of that point. Refunds include the standard delivery cost where applicable; as our delivery is free, this does not usually add anything.

If we cancel your order

We may cancel an order — for example if an item is out of stock or there has been a pricing or description error — as set out in our Terms & Conditions. If we do, we will contact you and refund in full any payment for items we cannot supply.