Our goal is to exceed your expectations when dealing with us here at Water X Scapes. We don't just sell pond supplies, we also share our pond expertise and guidance. If for any reason you have a concern about your purchase or would like to place a return or exchange, please contact us using the Contact Us page or contact an associate at 330-896-9811. Please have your order information or questions ready when contacting us.
Every product and manufacturer has different warranty processes and coverage. If you have any questions regarding warranty coverage for your product, please Contact Us for assistance or reach out to an associate at (330) 896-9811.
Before you contact us, please have the following: your receipt, the physical product in front of you, serial number (typically found on the product) and date code (if applicable, typically found on the power cord).
Returns & Exchanges
Products can be returned or exchanged within 30 days from the purchase date, with the receipt.
All returned items must be clean and in the original item packaging with the provided instructions and all components. Items must be unaltered and in working mint condition. If items were used, depending on the item and condition, a restocking fee of 20% will incur. Customers are responsible for all return shipping costs back to Water X Scapes.
In the event of an exchange, customers are responsible for the difference cost between two items(if not of equal value) and for shipping the exchanged product.
We do not accept returns for the following items: special orders, cut hoses & tubing, pond liner & underlayment, water features, pottery, fish, aquatic plants, opened water additives, and sale items.
Product returns should be shipped to:
Water X Scapes
1021 E. Caston Rd.
Uniontown, Ohio 44685
Incorrect or Damaged Goods
In the unlikely event that you receive an incorrect or damaged item in your order, please contact us immediately. Incorrect or damaged orders must be submitted within 24 hours. Use our Contact Us page form or ask for our Online Customer Care at 330-896-9811.
Regularly priced perennials, shrubs & trees are warrantied for 3 months from purchase date (not valid on sale priced items). Live pond fish, snails, tadpoles, and aquatic plants cannot be returned and are not warrantied.
Full & Partial Refunds
In the event of an accepted return a complete refund will be issued through the payment service that processed the payment for your order (e.g. PayPal, Authorize.net etc...). If a single item that is a part of a larger order is returned then a partial refund will be issued for the specific item through the payment service that processed payment for the order. Partial refunds do not include partial shipping and handling cost reimbursement.
In the event of an accepted product exchange, customers will be given a partial refund if the new product price is less than the original product price.
Refunds will only be issued after settlement periods are cleared with the associated payment processor (usually 24 hours after payment).