Refund & Returns Policy

LifeTime Ponds Ltd

Last updated: 20 October 2026

At LifeTime Ponds Ltd, we take pride in supplying high-quality pond viewing windows and pond equipment. Please read our refund and returns policy before placing an order.

1. Standard-Size Pond Viewing Windows

Our standard-size pond viewing windows are manufactured after an order is placed.

Where statutory cancellation rights apply, customers may cancel within 14 days of receiving their order, without giving a reason.

Customers must notify LifeTime Ponds Ltd of their cancellation and return the product within a further 14 days.

2. Bespoke Pond Viewing Windows

Viewing windows manufactured to a customer's individual measurements or specifications are classified as bespoke products.

Where the legal exemption for custom-made goods applies, these products cannot be cancelled or returned simply because the customer changes their mind.

Customers must check all measurements and specifications carefully before confirming their order.

This does not affect statutory rights relating to faulty or incorrectly supplied products.

3. Return Delivery Costs

For eligible returns where the customer changes their mind:

• Customers are responsible for arranging and paying for return delivery.

• Products must be securely packaged and protected against damage during transport.

• We recommend using an insured, trackable delivery service.

• Customers are responsible for ensuring returned products reach us safely.

For faulty, damaged or incorrectly supplied products, LifeTime Ponds Ltd will cover reasonable return costs where required by law.

4. Damaged or Faulty Products

Customers should inspect deliveries upon arrival.

If a product arrives damaged, please contact LifeTime Ponds Ltd as soon as possible, preferably within 48 hours, with photographs of the product and packaging.

Reporting damage after 48 hours does not remove any statutory consumer rights.

Where a product is faulty, damaged or not as described, we will provide the appropriate remedy in accordance with UK consumer law.

5. Refunds

Once an eligible return has been received, or suitable proof of return has been provided, we will process the refund within the applicable statutory timeframe, normally no later than 14 days.

Where required by law, refunds will include the original standard delivery charge. Additional charges for upgraded delivery services may not be refundable.

Refunds will normally be issued using the original payment method unless otherwise agreed.

6. Other Pond Products and Equipment

Eligible standard pond products and equipment purchased online are subject to applicable statutory cancellation and return rights.

Customers are responsible for return delivery costs for unwanted items, provided they have been informed of those costs before purchase.

Products should be returned with their accessories and packaging wherever reasonably possible. Any permitted deduction for excessive handling will be assessed in accordance with consumer law.

7. Installation Services

Pond construction, installation and other services are subject to the agreed quotation, booking terms and applicable consumer rights.

Cancellation rights for services may differ from those applying to products.

8. Your Statutory Rights

Nothing in this policy limits or excludes customers' rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

9. Contact Us

To request a cancellation, return or refund, please contact LifeTime Ponds Ltd through our website:

www.lifetime-ponds.uk

Please include your order number, the product purchased and the reason for contacting us.