Return Policy

This policy explains how returns and refunds work for orders placed with Pond Provisions Co (a trading name of Express Matting Services Ltd).

Summary

You can return most items within 14 days of receiving them.
Refunds are processed within 5 business days of us receiving the returned item.
There is no restocking fee.

Change of mind returns

If you change your mind, tell us within 14 days of receiving your order by emailing sales@pondprovisionsco.co.uk with your order number. We will send you a return form and the return address. Please send the item back within 14 days of telling us.

To be eligible for a refund, the item must be unused, in its original condition and, where possible, in its original packaging.

You are responsible for the cost of return postage on change of mind returns. We recommend using a tracked service.

Items that cannot be returned for a change of mind

Live pond plants, because they are perishable.
Items cut to size or made to your order, such as pond liners supplied in the dimensions you choose.

These items are still covered if they arrive damaged, faulty or not as described.

Damaged, faulty or incorrect items

If your order arrives damaged or faulty, or we have sent the wrong item, please email clear photos of the item and its packaging, together with your order number, to sales@pondprovisionsco.co.uk within 24 hours of delivery where possible. We will arrange a replacement or a refund, and we cover the cost of return postage.

Refunds

Once we receive and inspect your return, we will email you to confirm whether it has been accepted. Approved refunds are paid to your original payment method within 5 business days. Your bank or card provider may need extra time to show the refund on your account.

Your legal rights

Nothing in this policy affects your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.