Returns and Refunds Policy
At Frogmouth Ponds, we are committed to providing you with quality products. If you are not satisfied with your purchase, you may be eligible for a return. Please review our policy and follow the instructions below to initiate a return request.
1. Return Eligibility
To be eligible for a return, the following conditions must be met:
Timeframe: The item must be returned within 30 days from the date of receipt.
Condition: The item must be unused, in the same condition that you received it, and in its original packaging. All packaging must be unopened and intact.
We reserve the right to refuse a return if the item does not meet the above criteria.
2. Initiating a Return
To initiate a return and refund, please follow these steps:
Submit a Request: Use the Initiate a return form below
Required Information: Your email must include your full name, a contact number, a copy of your receipt or proof of purchase, your order number, and a detailed reason for the return.
Approval: You will receive a response within 1-2 business days regarding the approval of your return request. This email will provide further instructions on where to send your returned goods.
3. Shipping and Handling
Shipping Responsibility: The customer is responsible for all shipping costs associated with returning an item. These costs are non-refundable.
Original Shipping Costs: The original shipping costs from your purchase are also non-refundable.
Lost or Damaged Shipments: We are not liable for items that are lost or damaged during return transit. For your protection, we highly recommend using a trackable shipping service or purchasing shipping insurance for valuable items. We cannot issue a refund for items that do not arrive at our packing location.
4. Inspections and Refunds
Inspection: Once we receive your returned item, it will be inspected to ensure it meets our eligibility criteria. You will be notified via email of the inspection results.
Refunds: If the return is approved, we will process a refund to your original method of payment (e.g., bank transfer, PayPal, or credit/debit card).
Processing Time: While we process refunds promptly, the time it takes for the funds to be reflected in your account can vary depending on your bank or payment provider. Please allow a few business days for the refund to be fully processed.
