🔁 AJ's Paradise Pond Supplies Return & Exchange Policy

⚠️ Key Restrictions

Our policy is strictly Exchange Only. We do not offer cash refunds or store credit. All returns are subject to a 40% Restocking Fee to cover the high costs of shipping, processing, and logistics from our Hawaii location.

  • Return Window: All returns must be postmarked within five (5) days of the original purchase date.

  • Compensation: We process an Exchange Only.

  • Restocking Fee: A 40% of the original price restocking fee will be applied to all accepted exchanges.

  • Shipping Cost: The customer is responsible for all return shipping charges.

1. Final Sale Items (No Exchanges)

The following items are considered FINAL SALE and cannot be exchanged:

  • Water Treatments & Chemicals: Due to safety, hazard (Hazmat), and integrity concerns, once opened or removed from our control.

  • Fish Food: Due to being a perishable food item, and hygiene risks.

  • Pond Liner/Tubing: Due to being custom-cut or special orders that cannot be easily resold.

  • Discounted Items: Items purchased with a sale price, discount code, or promotional pricing.

  • Used, Tested, or Open Box Items: Any product that has been installed, used, or removed from its original, sealed manufacturer packaging.

2. Return Process and Conditions

All returns must be pre-authorized and meet strict condition requirements:

  • Condition: The returned item must be received in original, unused, and resalable condition, with all parts, tags, and documentation intact. We reserve the right to decline any exchange if the item shows signs of use or damage not reported upon receipt.

  • Packaging: All items must be returned in their original packaging. Returns received without original packaging will be declined and sent back to the customer.

To Initiate a Return:

  1. Obtain Authorization: Email us at paradisepondsupplies@gmail.com to obtain a Return Merchandise Authorization (RMA) number before shipping.

  2. Package Your Return: Securely package the item, including the Proof of Purchase and the completed Return Form. Write the RMA # clearly on the package.

  3. Mail To:

    AJ’s Paradise Pond Supplies, LLC

    Attn: Returns / RMA #

    PO Box 276

    Pahala, HI 96777

    United States

3. Processing and Liability

  • Risk of Loss: The customer is responsible for all risk of loss or damage during return shipment. We strongly recommend using a traceable shipping service with insurance.

  • Exchange Timeline: Please allow at least seven (7) business days from the receipt of your item for inspection and processing. We will notify you by email when your exchange has been completed.

  • Defective or Misshipped Products: For products that are defective or misshipped (company error only), please contact us. We will arrange a prepaid return label and process an exchange only.

  • Damage in Transit (Courier Fault): We are not liable for items damaged during return shipment. If damage is determined to be the courier's fault, your exchange request may be declined, and resolution will be subject to the carrier's insurance claim process.

4. EU/UK Right of Withdrawal

If you are a customer in the European Union or the United Kingdom, you may have the legal right to cancel or return your order within 14 days. If this applies, the item must still be returned in new, unused, and resalable condition to be eligible for compensation.

Questions

If you have any questions concerning our return policy, please contact us at:

  • Phone: 1 (808) 494-9868

  • Email: paradisepondsupplies@gmail.com