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Faulty Goods and Returns

Returns Address

Bradshaws Direct
Unit 32 Shires Bridge Business Park
York Road
Easingwold
YO61 3EQ

Please do not return anything before speaking to our Customer Service team and reading the information below.

Changing Your Mind

We want you to be happy with your purchase, but if you change your mind that is no problem.

Just call our Customer Service team on 01904 698800 and we will help arrange your return.

  • You have 30 days from the date of purchase to return items
  • Items must be unused and in original packaging
  • We only cover return postage for faulty or damaged items
  • Refunds can take up to 14 working days once the item is received back

Used items and packaging

Items returned within 14 days that have been used and/or are not sent back in their original packaging may be subject to a deduction from the refund. This may cover replacement packaging or reflect any reduction in value where the item can no longer be resold as new.

Returns made after 14 days of receipt that show signs of use will not be eligible for a refund and will be returned to the customer.

This does not apply to faulty items, which can be returned used at any time within the guarantee period.

Exempt from Returns

Some items are made to order or custom manufactured and are exempt from our standard returns policy unless faulty.

This includes but is not limited to:

  • Custom made rubber pond liners
  • Made to order stainless steel blade waterfalls
  • Special order spare parts not held in our standard stock range

These products are made or sourced specifically for your order and are clearly labelled on our website as Custom Made or Special Order at the point of purchase.

Faulty Items

Before returning any faulty item please contact our Customer Service team on 01904 698800.

Items under 6 months old

We will either arrange a courier collection or ask you to return the item and refund your return postage costs. This must be agreed in advance. Items returned without confirmation may not be eligible for return postage reimbursement.

Items over 6 months old

You will need to return the item yourself. Please ensure it is well packaged to prevent damage in transit. We recommend taking out insurance for the full value of the item in case of loss or damage during shipping.

Important notes

Please ensure all maintenance checks have been carried out before reporting a fault.

If an item is collected and is found not to be faulty, a £15 charge will apply to cover collection and return delivery. Any return postage costs will not be refunded in this case.

Items returned without prior agreement may also incur a £15 charge. We do not reimburse return postage for items sent without confirmation from Customer Services.

All items must be returned clean, dry and free from limescale. If this requirement is not met, the item will be returned to you and a £15 charge will apply.

Refunds or replacements will be processed within 14 working days of receiving the item back.

Collection are available from addresses in Mainland UK only. Collection and redelivery charges for Highlands, Islands, Ireland and other areas will be higher.

Pondkraft Polyex Liner Guarantees

Lifetime Guarantee Polyex Pond Liner

Guaranteed UV resistant and rot proof, and against manufacturing faults for the lifetime of the liner, provided it is installed with proper aquatic underlay. If underlay is not purchased from us, proof of purchase may be required.

25 Year Guarantee Liner

Guaranteed UV resistant and rot proof, and against manufacturing faults for 25 years, provided it is installed with proper aquatic underlay. If underlay is not purchased from us, proof of purchase may be required.

All claims must include the original invoice. We may request photographic or video evidence of the fault.

In the event of a valid claim we will replace the pond liner with a like-for-like replacement, or send out repair materials. If a refund is requested instead of a replacement or repair materials, we may apply a deduction to reflect the length of time the liner has been in use compared to the remaining guarantee period. Liability is limited to the original sale price only and does not extend to loss such as fish, plants, water damage, or installation and removal costs.

Damage caused by wildlife, animals or incorrect installation is not covered. We strongly recommend professional installation.

Liners must be installed using suitable aquatic underlay. Using unsuitable materials will invalidate the guarantee.

Guarantees are only valid for installations in the United Kingdom and Ireland.

Guarantees are non transferable and only valid when purchased directly from Bradshaws Direct.