Technical Assistance: ProPondandLakes.com is committed to providing our customers with not only the best products in the business, but the best customer service as well. We are always eager to assist you with product selection, product information, product use and design components or any other assistance you may need. Call our technical department anytime to speak with one of our technicians.
Returns: All returns must have an RA# (Return Authorization Number). Call our customer service number 800- 305-3277, to get a RA#. This lets us know what is coming back, from whom and where it is coming from and what to do with it. Upon inspection of the returned product we may, 1) accept the return and credit your account, 2) accept the return and send you new merchandise, 3) refuse the return due to use of the product by the customer or out of warranty. The customer must pay freight charges for returned merchandise. We will only accept returns if the merchandise is in its original container and has not been used in any way. If you have had the product greater than 15 days it is not returnable for credit. Special order items such as fountains with a specific cord length are not returnable. A Re-stocking charge may be applied for returned orders.
Warranty: ProPondandLakes.com honors all manufacturers’ warranties. Each manufacturer has their own rules pertaining to warranties, which we must follow. Submersible pumps that have been run out of water, have cut power cords, disassembled or have been altered in any way will not be covered under warranty. Any product not used for its intended purpose, altered, damaged, improperly assembled or maintained, or otherwise neglected will not be covered. Shipping cost to us or to the manufacturer is not covered by the warranty. Shipping the item back to you will be paid by the manufacturer or ProPondandLakes.com unless the unit is not covered by warranty then the customer pays shipping both ways.
