Refund policy
At Best Buy Ponds, we want you to be satisfied with your purchase. Please review the following policy regarding returns, cancellations, damaged items, exchanges, and refunds.
Returns
We offer a 30-day return policy. You have 30 days from the date of delivery to request a return.
If you receive the wrong item, incorrect color, incorrect size, incorrect motor, or a product that does not match your order, please refuse delivery if possible and immediately contact us at Hello@BestBuyPonds.com with your order number and details of the issue. Our team will assist you in resolving the matter.
To be eligible for a return, the item must:
- Be unused and in the same condition as received
- Be returned in its original packaging
- Include all original parts, accessories, and documentation
- Be accompanied by proof of purchase
To initiate a return, please email Hello@BestBuyPonds.com with your order number and the item(s) you wish to return. Return authorization and instructions may vary depending on the manufacturer.
Return Shipping
Customers are responsible for all return shipping costs unless the return is due to an error on our part or a manufacturer defect.
We strongly recommend using a trackable, insured shipping service and insuring the package for its full purchase value. Best Buy Ponds is not responsible for items lost, stolen, or damaged during return transit.
Original shipping charges are non-refundable, including orders that qualified for free shipping.
Order Cancellations
For most products, orders may be canceled within 24–48 hours of placement for a full refund. To request a cancellation, contact Hello@BestBuyPonds.com as soon as possible and include your order number.
Special-Order Fountain Products
For Giannini Garden, GIST Concrete Products, and Fiore Stone (Al's Garden Art) fountain orders, production begins shortly after purchase. These orders may only be canceled within 24 hours of the original purchase.
After 24 hours, the order has entered production and cannot be canceled, modified, or refunded.
If your order has already shipped, the return policy outlined above will apply where eligible.
Return Authorization (RMA)
If your return is approved, a Return Merchandise Authorization (RMA) number will be issued.
When returning an item:
- Clearly write the RMA number on the shipping label and any required documentation.
- Include a copy of your invoice or proof of purchase.
- Ship the item within five (5) business days of receiving your RMA number.
Returns received without an approved RMA may be refused.
Damaged, Defective, or Incorrect Items
Please inspect your order immediately upon delivery.
If your item arrives damaged, defective, or incorrect, contact us at Hello@BestBuyPonds.com as soon as possible so we can work with the manufacturer to resolve the issue.
Special-Order Fountain Products
For Giannini Garden, GIST Concrete Products, and Fiore Stone fountain orders, damage claims must be reported within 24 hours of delivery. Clear photographs of the product, packaging, and any visible damage are required. Due to manufacturer and freight carrier requirements, claims submitted after this period may not qualify for replacement or reimbursement.
All Other Products
For all other products, damage or defect claims must be reported within 30 days of delivery.
Replacement eligibility is subject to manufacturer warranty and claim approval.
Non-Returnable Items
The following items are not eligible for return, refund, or exchange unless damaged or defective upon arrival:
- Giannini Garden fountains
- GIST Concrete Products fountains
- Fiore Stone (Al's Garden Art) fountains
- Custom-made or made-to-order products
- Products with custom color or finish selections
- Perishable goods, including plants and flowers
- Personal care and hygiene products
- Hazardous materials, flammable liquids, gases, or chemicals
- Clearance, closeout, or final-sale items
- Gift cards
Because handcrafted fountain products are built specifically to customer specifications, they cannot be returned for reasons such as color preference, buyer's remorse, or changes in project plans.
If you have questions regarding a product's return eligibility before purchasing, please contact us at Hello@BestBuyPonds.com.
Exchanges
We do not offer direct exchanges.
If you would like a different product, the fastest option is to return the original item (if eligible) and place a new order once your return has been approved.
Refunds
Once your return has been received and inspected, we will notify you of the approval or denial of your refund.
If approved, your refund will be issued to the original payment method used for the purchase.
Please note:
- Original shipping charges are non-refundable.
- Return shipping costs are the responsibility of the customer unless otherwise approved.
- Processing times vary by financial institution and may take several business days after the refund is issued.
For questions regarding returns, cancellations, or refunds, please contact us at Hello@BestBuyPonds.com.