Warranties & Returns

Our goal is to exceed your expectations. 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, would like to place a return, or initiate an exchange, please contact us using the Contact page or directly at 330-896-9811.

Please have your order information and any questions you may have ready when you call.

Warranty Coverage

Every product and manufacturer has different warranty processes and coverage. If you have any questions regarding warranty coverage for your product, or if you'd like to initiate a warranty replacement, please have the following ready when contacting us: your reciept, the physical product, serial number (typically found on the product), and data code (if applicable, usually found on the power cord).

Returns & Exchanges

Products may be returned or exchanged within 30 days from the purchase date; with the receipt.

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.

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 and will be deducted from any refund.

Customers are responsible for all return shipping costs back to Water X Scapes.

Ship all product returns to:
Hoffman's Water X Scapes
1021 E. Caston Rd.
Uniontown, Ohio 44685

If exchanging products, customers are responsible for the cost difference between two items (if not of equal value) and for shipping the exchanged product. Customers will be issued a partial refund if the new product's price is less than the original product price.

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.

Live Goods

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

After Water X Scapes recieves your return a refund for the ordered products will be issued through the payment service that processed the payment (e.g. PayPal, Authorize.net etc...).

If a single item 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.

Full & partial refunds do not include full or partial shipping & handling cost reimbursement.

Shipping and handling charges are non-refundable because they cover services that are completed once an order is processed or delivered. These costs may include but are not limited to: carrier rates and fees, packaging materials, and the labor required to pick, pack, and ship your items. Even if a product is returned, those services have already been fulfilled and cannot be recovered.

Refunds will only be issued after an item is physically returned to Water X Scapes and settlement periods are cleared with the associated payment processor (usually 24 hours after payment).