Returns & cancellations

Changed your mind?

For standard products bought online, tell us you wish to cancel within 14 days after delivery. You then have 14 days to send the goods back. You do not need to give a reason.

You may use our cancellation form or any other clear statement. Email info@pondandpump.co.uk with your order number and the items you wish to return. We will provide packing and return instructions. Our returns address is The Grange, Berrington, Shrewsbury, Shropshire, SY5 6HB. Contact us to coordinate a bulky collection; contacting us does not require permission to exercise your cancellation rights.

Return transport and collection charges

You pay the direct return transport cost when returning an item because you changed your mind. You can arrange a suitable insured courier to our returns address at your own cost. Alternatively, ask us to arrange collection: our charge is £5 per parcel, so a one-parcel return costs £5 and a two-parcel return costs £10. If a crate arrived in more than one parcel, each returned parcel is charged separately. We will confirm the parcel count and collection arrangement with you before booking. Any collection cost above our £5-per-parcel charge is paid by Canine Living.

Please pack the item securely. Keep its original packaging where possible to help protect it; opening the packaging does not remove your cancellation rights. Contact us before returning an assembled crate so we can agree safe packing and transport. We may receive returned stock ourselves; your rights do not depend on our supplier accepting it back.

Refunds

We refund the product price and standard outward delivery cost when the whole order is cancelled. Additional charges for an upgraded delivery service are not refundable beyond the standard delivery amount. Refunds go to the original payment method within 14 days after we receive the goods back or evidence of return, whichever is earlier.

No restocking fee applies. A deduction may apply for loss of value caused by handling beyond what is reasonably needed to inspect the goods. If you ask us to arrange collection, we will explain payment of the £5-per-parcel return charge separately.

Faulty, damaged or incorrectly described goods

Your statutory rights apply separately from change-of-mind cancellation. We cover reasonable return costs for faulty goods or items that are not as described, and for incorrect items sent by us. Contact us with your order details and a description of the issue so we can arrange the appropriate remedy. Photos of damage and packaging are helpful but are not a condition that removes your rights. Canine Living is responsible for resolving your order; you do not need to pursue our supplier or courier.

This policy does not restrict your consumer rights. Read UK government guidance.