Within ten days of receipt of your products, email us at customerservice@KoiPondFever.com. We will gather some basic information from you and issue instructions to return the merchandise. Merchandise should be placed back into its original packaging for return shipment.

All returned products must be clean, include all parts and returned in original boxes for refunds to be given.

Unused portions of bulk items (such as pond liner, underlay, flexible tubing, etc.) cannot be returned for any reason.

All pumps and fountains that have been in water are considered used and cannot be returned. Submersible pumps cannot have the power cord altered for any reason. Altering the cord voids the manufacturer warranty.

Once we receive the product we will inspect it and determin if you are eligible for a refund. If we determin you are eligible for a refund, we will refund your credit card the purchase price of the product minus the shipping cost. Even though you may have purchase an item that has free shipping, we will still deduct the shipping cost from the purchase price. We will notify you by email and if you receive a refund, please allow 3 - 5 days for it to show up on your credit card.