In the event of error on our part or damage during transport of a product we will accept a return. We must be notified of damage or error within 24 hours of delivery. As couriers have a time limit on insurance claims, claims after this time can not be accepted. See shipping section below, deliveries which have been signed for can not claim insurance.
Serial numbers will of course need to match the item that was sent from our end.
If the product is not what you like or you have changed your mind we can cancel the order provided it has not left our office. Returns are subject to a 30% restocking fee and only if the following conditions are met.
- You return the item within 7 days of purchase (subject to our approval);
- You must provide your PondQuip tax invoice when returning the item(s);
- The item must be in resaleable condition including that:
- It is in its original packaging, including instruction manuals and all accessories;
- It is unopened, unused and in its original condition;
- The original security seal or shrink wrap must be intact.
We most commonly use the courier Fastway. Your order is fully trackable from the time it leaves our office.
Shipping fees charged covers one time delivery from PondQuip to your door. We do not deliver to P.O Boxes.
It is the customers responsibility to check goods on arrival for both any damage caused via delivery and complete fulfilment of order.
PLEASE NOTE: It is the customers responsibility to inspect items immediately upon delivery, damaged or incomplete orders should not be signed for without it being noted it is damaged. Unfortunately there can be no claim for insurance of any delivery that has been signed for, for this reason it is recommended you open the delivery in front of the courier driver regardless of how much of a hurry they claim to be in.
Any damaged orders which have been noted as damaged and not signed for should be reported to PondQuip within 24 hours via email or phone.
We can ship to any address in Australia. For items in stock please allow 2 to 5 business days to receive your order. Out of stock items may take longer.
If you are not going to be home to sign for delivery it will go back to the nearest depot, it is then your responsibility to either collect from the depot or arrange re-delivery at your own expense. You may notify us if you give permission for the order to be left at your door, but doing so waives any claim to insurance should it go missing or be damaged. If you have a preferred delivery date of a weekday you can state it in the order for us to attempt to aim for that day.
Handling Fee: Certain remote regions, such as regions in Western Australia, Northern Territory and regional Queensland attract a higher freight cost and is calculated at checkout as an additional 'handling fee'.
In the event of a product requiring repair or replacement in a situation that is covered by the manufacturers warranty the product must be returned to our office. Upon repair or replacement by the manufacturer we can freight it back to you. Costs of freight to and from our office is the responsibility of the customer.