Returns and refunds
You have 14 days after delivery to change your mind. Return shipping is at your expense; as soon as we have received and checked the parcel, we refund you.
Why return shipping is at your expense
Aquipond is a Belgian SME, not a large marketplace. Behind the brand is the Aquiflor team in Nodebais, experts in aquatic environments since 1998. We formulate and test our solutions, advise every customer by phone, email or from a photo, and offer an on-site pond analysis service in Belgium and France, with a report to improve water quality.
Our prices are kept as fair as possible. Offering unlimited free returns would mean passing the cost on to all our customers or squeezing our suppliers. We would rather help you choose the right product from the start: any doubt before buying? Write to us, it's free.
Returning a product in 4 steps
- Let us know within 14 days of delivery at support@aquipond.com, with your order number and the products concerned. You can use the form below, but it is not compulsory.
- Pack the complete, unopened product in its original packaging, with a copy of the invoice.
- Ship it within 14 days of your message, at your expense and with the carrier of your choice, to: Aquiflor SRL – Aquipond, Rue de la Liberté 22, 1320 Nodebais, Belgium. Keep the proof of shipment.
- We check and refund on receipt, and at the latest 14 days after your request (we may wait until we have received the parcel or proof that it was sent).
What is refunded
We refund the price of the returned products and the initial delivery costs, up to the cheapest standard delivery method. The refund is made with the payment method used for the order. Return costs remain at your expense. If a product comes back damaged or has been handled beyond what is needed to examine it, we may deduct the loss in value.
Products that cannot be returned
- Treatments, bacteria, minerals and foods whose packaging has been opened or seal broken, for hygiene and safety reasons.
- Live plants and animals, and perishable products.
- Products made or cut to measure according to your specifications.
Defective or damaged product, or our mistake
If you receive a broken or non-conforming product, or not the one you ordered, the return is at our expense. Let us know with photos, preferably within 3 days for transport damage: we will offer a replacement or refund. All our products also carry the 2-year legal guarantee of conformity for consumers.
Business customers and in-store purchases
The right of withdrawal applies only to consumers buying at a distance. For a business order or a purchase at the Aquiflor store, a return is only possible with our prior agreement: please contact us.
Withdrawal form (optional)
Send to Aquiflor SRL – Aquipond, Rue de la Liberté 22, 1320 Nodebais, Belgium, support@aquipond.com:
I hereby give notice that I withdraw from my contract for the sale of the following goods: [products] — Ordered on / received on: [dates] — Order number: [number] — Name and address: [your details] — Date and signature (if sent on paper).
A question?
support@aquipond.com · +32 (0)10 86 03 54, Monday to Friday.
