ONLINE Refund Policy

Unused product, undamaged original packaging. Connie’s Pond and Koi will accept returns and refunds on unused merchandise in its original packaging.

Return for a refund, store credit or exchange within 10 days of delivery.

It's easy to return a product:

• Call (510) 733-5553 or fill out our contact request form to initiate a return.

• An email will be sent to you with instructions for returning your product.

For more details on how to return your purchase, view the "Returns and Refunds" section below.

Returns and Refunds

We have a strict no-returns and no-refunds policy on all

We Source as Local to You as Possible

As part of our effort to support our retailer network we fulfill your online purchase to your delivery location. If your purchase has been fulfilled in this way the return address indicated on the email we send you with our address and contact information for completing your returns. In this situation your return must be processed once we received the item and passed the inspection.

To initiate a return, call (510) 733-5553 or fill out our contact request form. You can return most new, unopened items within 10 days of delivery for a full refund, as noted below:

• Original delivery fees are refunded only if returns are for defective products, or incorrect orders.

• You are responsible for shipping the products back and all costs involved. We recommend using a trackable shipping method such as FEDEX, UPS, USPS or similar.

• You can only initiate a return after an order has been shipped.

• Product must be returned in its original packaging with any included accessories and paperwork in new condition.

• Any merchandise must be in it's original wrapping/packaging to be returned.

• Refunds will be for the full value of the returned items unless otherwise noted.

• Credit for returned items will be applied to the credit card that was used to make the purchase. Returns will be applied to the purchasing credit card within 5 to 10 days of the date that the return is received and processed.

  If a restocking fee will apply to returned items, the amount of the fee is displayed on the final checkout screen when you complete the order and is noted on the packing list included with the order.

Defective or Damaged Items

A defective item is one that is inoperable but has no apparent damage. If you receive defective merchandise, please contact us for assistance.

If an order arrives to you with obvious shipping damage, please refuse the delivery. If you have accepted delivery and then find shipping damage, please call us immediately using the contact information included with the order packing list.

Please save all packaging material and paperwork for the order if shipping damage is a possible issue. If you dispose of packaging material or attempt to return the merchandise without contacting the fulfiller, you jeopardize our chances of making a claim, and you may not receive credit for the return.

Limits of Responsibility

Warranty:

WHO’S RESPONSIBLE FOR PAYING THE SHIPPING COSTS OF A REPAIR OR WARRANTY REPLACEMENT?

At this time, you are responsible for the shipping cost to send your item(s) to the manufacturer for further assessment.

We accept no responsibility for user-initiated damage and/or loss of parts incurred during operation or use of the product.

If your payment has already been processed for the purchase when your order is cancelled, Connie’s Pond and Koi, LLC., will issue a credit to the payment method used in the amount of the charge. Individual bank policies will dictate when this amount is credited to your account.

If you are not fully satisfied with your purchase, you may return it in accordance with our Return Policy.

We reserve the right to modify or cancel the terms and conditions of these policies at any time without prior notice. Any modification will be effective immediately upon posting of the modified terms and conditions on www.conniespondandkoi.com.

Personal information:

When we are provided with information that can be used to identify a person, either directly or indirectly, this information is deemed "Personal Information."

List of Personal Information we may collect (below)for warranty purposes ONLY:

• Name (First Name, Last name)

• Mailing address

• Email address

• Phone number

Shipping Delays:

Connie’s Pond and Koi, LLC is not responsible for any shipping delays incurred by any third-party courier, including but not limited to weather or storm delays. Connie’s Pond and Koi will not replace or reimburse for the resulting from the above mentioned courier and/or weather delays. In the event of any anticipated inclement weather or other delay, Client is encouraged to verify the status of the courier’s operations on their website.

Changes to the privacy policy:

Connie’s Pond and Koi, LLC reserves the right to change, modify, add or remove portions of this Privacy Policy at its discretion. Whenever we make material changes to this Privacy Policy, however, we will communicate policy updates and their effective dates.

If you continue to use any of our Systems after a policy change, it means that you accept this Privacy Policy.

FIRST, A SAFETY LESSON:

Before we go any further, please let us remind you that before doing any installation on maintenance on your pond pump, it’s mandatory to unplug it. Water and electricity mix poorly, so be safe out there.

Collection and use of information:

The Connie’s Pond and Koi, LLC. collects and uses information, both personal and non-personal, that helps us provide our Services and products to you. We may request your consent before using your Personal information where required by applicable law.