We're Not Happy Unless You Are
We strive to offer you the first class experience, but sometimes things don't go as planned. If any of our products do not live up to your standards we will help you with:
- Damaged or broken products
- You no longer need an product
- You would like to trade for different product?
- Product failure within 30 days of purchase
- Product failure after 30 days of purchase
- Products not covered by warranty
- Free Shipping
- Dispute Resolution
Damaged or broken products
Damaged or broken products during shipping does happen despite our best efforts in packaging. If this should happen follow the steps below.
- First, package the item that was broken or damaged during shipping. Also save the entire contents and packaging of the original order including any packaging material, as UPS will require receipt of the entire package. A large portion of our orders are shipped using UPS and we will help you file a claim with them and provide a fast replacement of your product.
- Take the undamaged and damaged / not working item and package it. Notify us within 7 days of receiving your shipment. We will then help you in the replacement of the product and give you the steps for returning the damaged or non-functioning item/s. DiyWaterGardening.com will pay you back shipping costs for the return of the product /s.
You no longer need an product
If you decide that you no longer need a product that you purchased, you can return it within 30 days of purchasing it.
You must contact us before shipping the product to us. Products that are to be returned should be shipping through UPS. If there is no other choice and you have to ship the product back using United States Postal Service it is a very good idea to buy insurance for the value of the item. If you do use USPS please do not require a signature. We request this because a good portion of shipments that require a signature end up being held at the post office and waiting 45 minutes in line at the post office is not the best way to serve our customers. The package will be returned to you at your expense.
When we receive your un-damaged and complete item/s, we will give you a refund minus a 15% restocking fee. If any product shows signs of deliberate abuse, damage, or missing parts you will not receive a refund or shipping expense.
You would like to trade for different product?
If there is a product that would better serve your needs you can return your item for an exchange. This must be done within 30 days of purchase.
Contact us before shipping the item and when we receive the undamaged and complete item you will be given a return of the full purchase price. Customers must pay for return shipping, through UPS if possible and if there is a difference in the cost of the replacement product and what you are returning, and also shipping for the replacement product.
If we suggested the original product to you based on your description of your needs and project, we at our discretion pay for shipping on the returned and replacement items. We aren't afraid to admit it if we were wrong and will make up for it.
Product failure within 30 days of purchase
Even though it is rare, products do sometimes fail within 30 days of purchase. Please contact us as soon as possible.
We will authorize a return through UPS and contact you when we get it. If the item had failed during normal operation, we will replace the product with a new one and refund the shipping costs of the return and send the new product at no charge.
If there are signs of improper use or signs of abuse we will not replace or refund your shipping costs. If you would like the product back you can request that we send it back to you and additional shipping costs will be applied.
Whether or not there was improper use or abuse on products will be done by DiyWaterGardening.com and in a honest and impartial way. We keep a record of any refused claims for one year.
Product failure after 30 days of purchase
If your item fails after 30 days from purchase and before the end of any warranty (meaning it is still under a manufactures warranty) do not return your item with DiyWaterGardnening.com. You will need to follow the warranty information from the manufacture on your product. If you need information on warranty service on the products purchased we will be happy to assist you in any way that we can.
Products not covered by warranty
Products that are not covered by the warranty are consumable products. Examples of consumable products are:
- Koi / Fish Food
- Water Treaments
When returning any product that had free shipping, the original shipping savings on the returned item will be taken off from the refund amount. Although if the return is because of a error on our part the shipping will be added to your refund amount.
Failure to read these policies will not permit them from applying. If any situation or problem arises that is not covered or discussed in this policy, DiyWaterGardening.com agrees to act in good faith in order to fix the issue in fairness to all parties.