Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Policy Acceptance

By completing a purchase on our website, you confirm that you have reviewed and agreed to our Terms of Service, Return Policy, and Refund Policy. Customers are required to actively accept these terms at checkout. This acceptance constitutes a legally binding agreement and applies to all transactions.

Order Inspection & Damages

All items are inspected and securely packaged prior to shipment. By placing an order, you acknowledge that items leave our facility in new and undamaged condition.

Please inspect your order immediately upon delivery. Any damage, defect, or incorrect item must be reported within 48 hours of delivery by contacting returns@mypond.ca and providing clear photo evidence of both the product and packaging.

Failure to report damage within this timeframe may result in denial of the claim.

Items must not be installed, modified, or used prior to reporting damage. We reserve the right to deny claims where items have been used or altered.

Return Authorization Required

All returns must be pre-approved. To initiate a return, contact us at returns@mypond.ca.

Items sent back without prior authorization will not be accepted or refunded.

Return Conditions

To be eligible for a return, your item must be unused, uninstalled, in the same condition that you received it, and in its original packaging, including all accessories and documentation.

Proof of purchase is required for all returns.

Refund Policy

Refunds are issued only after the returned item has been received and inspected. We do not issue refunds for items that remain in the customer’s possession.

An exception may apply only if a refund without return is explicitly authorized by us in writing. Such authorization must be issued by our support team via email or other verifiable written communication.

In the event of a dispute or chargeback, the customer is required to provide this written authorization as proof that a refund without return was approved. Failure to provide such documentation will be considered confirmation that no exception was granted, and the refund will not be issued.

We reserve the right to submit all communication records, transaction details, and policy acceptance logs to financial institutions to validate our position in any dispute.

If approved, refunds will be issued to the original payment method within 10 business days.

The refund amount will exclude:

• Original shipping costs
• Return shipping costs
• Customs, duties, or brokerage fees
• A 3% payment processing fee

Shipping Responsibility

Unless an item is confirmed defective or damaged upon arrival, all shipping costs are non-refundable and are the responsibility of the customer.

We are not responsible for delays, damage, or loss caused by carriers once the shipment has been transferred to the carrier.

Return Shipping

If your return is approved, we will provide return instructions. Customers are responsible for securely packaging returned items. We are not responsible for items damaged in return transit due to improper packaging.

Refused Deliveries

If a shipment is refused or returned due to failed delivery attempts, incorrect address, or refusal to pay duties/taxes, all associated shipping, return shipping, and carrier fees will be deducted from the refund.

Order Cancellations

Orders may only be cancelled before they are processed or shipped. Once an order has been processed, cancellation may not be possible.

Approved cancellations are subject to a 3% payment processing fee.

Pre-Orders

Pre-order items may be cancelled before shipment, subject to a 3% processing fee.

Once a pre-order item has shipped, standard return conditions apply.

Special Order / Custom Order / Final Sale Items

Certain products are designated as Special Order, Custom Order, or Final Sale items. These items are clearly marked on the product page as “Non-returnable – Final Sale”.

By purchasing such items, you acknowledge and agree that:

• These items are non-cancellable once processed
• These items are not eligible for return, refund, or exchange
• This condition is disclosed prior to purchase and accepted at checkout

Non-Returnable Items

The following items are not eligible for return:

• Custom-cut materials (liners, pipes, underlayment, etc.)
• Special order items
• Final sale items
• Hazardous materials, liquids, or chemicals
• Gift cards

Chargebacks & Disputes

By placing an order, you agree to contact us first to resolve any issue before initiating a chargeback. Filing a chargeback without attempting resolution may be considered a breach of this agreement.

We reserve the right to provide all transaction records, communications, delivery confirmation, and policy acceptance logs to financial institutions to dispute invalid chargebacks.

Customer Responsibility

Customers are responsible for verifying product specifications, compatibility, and intended use prior to purchase. We are not responsible for incorrect product selection once the item has been delivered as described.

Limitation of Liability

Our liability is limited to the value of the purchased product. We are not responsible for indirect, incidental, or consequential damages resulting from the use or inability to use our products.

Return Address

Approved returns must be sent only to the address provided by our team at the time of return authorization. This may differ from our primary business address.

Do not send returns to 201-107 Holland Street East, Bradford, ON L3Z 2B9 unless explicitly instructed to do so.

Items sent to an incorrect address without prior authorization may be refused or may not be eligible for a refund.

Contact

For any return or refund inquiries, please contact us at returns@mypond.ca.