Our goal is to exceed your expectations when dealing with us here at Hoffman’s Water X Scapes. We do not just simply sell products, we are sharing with you our expertise and guidance. If for any reason you have a concern about your purchase, please contact us using the Contact Us page or ask for our Online Customer Care at 330-896-9811. Please have your order information ready when contacting us.
WARRANTY COVERAGE
Each product and manufacturer have different warranty processes and coverage. If you have any questions in regards if your product is still covered under warranty, please go to our Contact Us page and fill out the form for assistance or ask for our Online Customer Care at 330-896-9811.
Before you contact us, 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
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.
No returns on the following items: Special orders, cut hoses, liner, water features, pottery, fish, aquatic plants, opened water additives, sale items.
ONLINE RETURNS
Please see the above information in regards to returns. For returns on online orders, please complete the form on the Contact Us page for assistance. Customers are responsible for the shipping costs back to Hoffman's Water X Scapes.
INCORRECT OR DAMAGED ITEMS
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.
LIVE GOODS
Regularly priced perennials, shrubs & trees are warrantied for 3 months from purchase date (not valid on sale priced items).
Our live pond fish, snails and aquatic plants cannot be returned and are not warrantied.