Refund policy

We have a 60-day return policy, which means you have 60 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unopened or unused, with any tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can click here and use your order number. You will be able to download a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be delayed.

You can always contact us for any return question at mailorder@waterworlddirect.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants, custom cut products such as pipe and pond liner), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Palletised items are exempt from free returns unless damaged. This is due to the size and nature of the products.

Unfortunately, we cannot accept returns on gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.