Refund Policy

Our Policy for Authorized Product Returns for Refund covers ALL Koenders Water Solutions products. Nature’s Pond Liquid Products are NOT covered by this policy.

The specific conditions for returning products under this Policy are as follows:

1. Koenders Water Solutions Inc. will consider the return and refund of any product ordered by mistake or was no longer required within 30 days from delivery date.
2. Call our Customer Service Team at 1-877-888-7707 ext 23 in the first instance to request a Return Materials Authorization Number (RMA) and details of where and how to ship the product back to.
3. An RMA number must be obtained prior to returning any product for restocking. Any product returned without an RMA number is not eligible for a refund.
4. All requests to return products must be made within 30 days of order delivery date.
5. Any request to return products for refund must be made by the original purchaser. Proof of purchase and original order number is required.
6. All returned products are subject to a restocking fee as follows:
   • Unopened and still in the original packaging is subject to a 20% restocking fee.
   • Opened and in original, unused condition (not installed) is subject to a 35% restocking fee.
7. The product being returned should be shipped in an appropriate and secure manner at the customer’s expense, with the customer’s name and address and the RMA number clearly marked on the outer packaging.
8. Refunds will be processed against the original order number and the same credit card used to pay for original order. If payment was made by cheque, then refund will issued within 5 business days.