Thank you for shopping at ShopHahnsPonds.com. We’re here to assure you that your experience is a good one.
In some seldom instances, you may need some help with a return. Don’t fret! We will help you every step of the way. The following information is listed to help you with your return:
Return Authorization Number
ShopHahnsPonds.com will facilitate your return with a warranted Return Authorization Number. This can be obtained by calling our customer service department at 1-844-752-5513 and then distinctly marking the outside of the box being returned.
Unopened Merchandise
You may return any "unopened" products within 10 days of delivery for a refund. Simply return the item to us with your authorized RA# and a pre-paid shipping label via UPS. (Using a non-approved shipping method will often result in delays and damages that impact our ability to process your refund.) The shipping costs will be deducted from your return refund.
Opened Merchandise
"Opened" and unused products in their original packaging can be returned within 10 days of delivery; however, will be subject to a 30% restocking fee to cover testing, cleaning and repackaging expenses. Return the item to us, with your authorized RA# . Return labels will be sent. Shipping will be deducted from refund amount. (Using a non-approved shipping method will often result in delays and damages that impact our ability to process your refund.) Opened returns must be in salable condition with original materials and packaging.
Cancelled Orders
An order that has shipped cannot be cancelled. If you refuse an order which has already been shipped, not due to damage, you will be responsible for paying a 30% restocking fee. We incur a fee from the freight carrier to return items that have been shipped, this fee is dependent on the item refused and the destination location.
Installed/Used Items
Once an item has been installed or used, it cannot be returned unless it is defective and falls under the manufacturer's warranty. The item must be returned in a clean state with all original packaging and papers. Any damage due to improper installation is the responsibility of you or your installer. A warranty claim can be made, but it is up to the discretion of the ShopHahnsPonds.com to cover any costs associated with an incorrect installation. ShopHahnsPonds will honor manufacturer's warranties in-house for 90 days after purchase, after which the manufacturer must be contacted directly. Damaged goods are tested on-site upon return for verification. If a product is defective, a replacement will be sent out within 48 hours with no shipping charge. If a tested product is not defective, the return is subject to a 30% restocking fee.
Damaged Products
You must take the time to inspect the goods before you sign the delivery receipt from the carrier. If you sign the delivery receipt without inspecting the shipment you will be responsible for filing a freight claim and arrange for a repair or return of the damaged goods. Concealed damage claims must be reported immediately.
Returns After 10 Days
Products may be returned after ten days wholly at our discretion. A 30% restocking fee may be applied depending on the condition of the returned item(s). Items returned that are not in working order or are in poor condition whether by normal wear or abuse may not be refunded or credited.
Reminders:
- No returned merchandise will be accepted without a Return Authorization Number (RA#). Please call our toll free number and speak with a customer service representative to obtain a RA # and shipping instructions. This number must be clearly marked on the outer box being returned. We will credit you in the same manner as your original payment within 10 business days of receiving the returned item.
- Returned products are subject to inspection. Products returned as used must be fully assembled, clean, and be in good working order. Products must be returned with all components.
- Return shipping costs are the responsibility of the buyer
- Consumables (water treatments, fish food, UV bulbs, etc), excess bulk items (liner, underlayment, tubing, filter media, etc), and special order items may not be returned.