Order Information

Carriage Charges
When you order from a UK address, carriage will be automatically calculated and added to your account at the rates shown below:
UK Mainland (including Isle of Wight)
£3 for orders up to £50
Free of Charge for orders over £50
UK Offshore, Scottish Highlands and Islands (includes Channel Islands, Isle of Man, Isles of Scily, Northern Ireland)
£3.00 up to 500 ml
£30 over 500 ml to 25 litres (over 25 litres please call or email us at admin@ecopond.co.uk  for a quotation)
If UK Mainland has been selected in error for a UK Offshore address Eco Pond reserves the right to make an additional delivery charge.  We will contact you to discuss this before processing your order.
Overseas
Whilst we're happy to send orders overseas, carriage charges can be high.  If you'd like to email us at admin@ecopond.co.uk we'll be happy to give you a quote for delivery, or may be able to give you the name of one of our overseas distributors.
 
Delivery
We aim to despatch orders received from Monday to Thursday within 24 hours of receipt. However, orders received after mid-day on Thursday requiring delivery by courier and those received after 5 pm on Thursday requiring Royal Mail delivery will normally be despatched on the following Monday.
(Orders weighing up to 1.8 kg will normally be despatched via Royal Mail and those weighing more will normally be despatched by 2-3 day courier service).
 

Payment
We accept Visa, Mastercard and Switch debit/credit cards. Please note that your account will be debited on receipt of an online order.

Transaction payments are processed by RBS WorldPay whose secure server ensures that all information is encrypted and secure.  We are PCI DSS compliant (Payment Card Industry Data Security Standard) - the information security standard for organisations that handle cardholder information.  For details on PCI compliance please visit www.pcisecuritystandards.org/.

 

Cancellation of Orders/Returns
If for any reason you wish to cancel your order and receive a full refund you may do so. You will need to contact us in writing within 7 days of receiving the goods and return the goods to us at your own cost.

In the event that you should need to return the goods for reasons of faulty manufacture, please call us within 30 days of purchase on 01225 767919. A replacement and the postage cost, or a refund will be sent to you and your statutory rights will not be affected.

In both instances, please pack the item securely and return to us with a note giving your name, address, day time telephone number, order number and the reason for the return.
 
Complaints
We hope that you will never need to make a complaint. However, if you have a problem or query concerning one of our products please call us on 01225 767919 or email admin@ecopond.co.uk.
 

Privacy
When you place an order you will be asked to provide certain information which we retain on our database, for processing future orders and so that we can contact you about new Ecopond products and services. If you do not wish to receive information from us please inform us by emailing admin@ecopond.co.uk.

We will not make your information available to any third party for its own use. Any data collected will only be used in accordance with the Data Protection Act 1998.