Refund policy

Pond Skater Returns & Refunds Policy
We want you to be completely satisfied with your purchase. As an online shopper in the UK, your rights are fully protected under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
1. Changing Your Mind (Right to Cancel)
You have the legal right to cancel your order and return your item for any reason, even if you just changed your mind.
  • The Timeframe: You must notify us that you wish to cancel within 14 days from the day you (or someone you nominate) receive the goods.
  • Returning the Item: Once you have notified us, you have an additional 14 days to return the items back to us.
  • Condition: Items must be returned in a resalable condition. You are liable for any diminished value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics, and functioning.
  • Exemptions: You cannot cancel or return items that are custom-made, personalised, or sealed for health/hygiene reasons if they have been unsealed after delivery.
2. Faulty, Damaged, or Incorrect Goods
If your items arrive damaged, are faulty, or are not as described, you are entitled to a full refund, repair, or replacement.
  • Within 30 Days: You can reject the item and claim a full refund within 30 days of receiving it.
  • After 30 Days (Up to 6 Months): We are entitled to an opportunity to repair or replace the item first. If the repair or replacement is unsuccessful, you are then entitled to a full or partial refund.
3. Refunds and Delivery Costs
  • Standard Delivery: If you cancel your entire order within the 14-day window, we will refund the full cost of the item plus our standard delivery charge. If you chose an enhanced/express delivery option, we will only refund the value of our standard delivery option.
  • Return Shipping Costs: You are responsible for paying the cost of returning items to us if you simply changed your mind. However, if the item is faulty or not as described, we will cover or reimburse the return shipping costs.
  • Processing Time: We will issue your refund within 14 days of receiving the returned goods, or within 14 days of you providing proof that you have sent them back. We will use the same payment method you used for the original transaction.