Terms & Conditions
Armstrong Direct Ltd t/a Pondkeeper
Last updated: 06/08/2025
Please read this document carefully before placing an order. By placing an order, you agree to the terms and conditions as set out below.
Your statutory customer rights are not affected.
Access to and use of our Web Site ("the Site") and the sale and purchase of products from the Site are governed by the terms and conditions of use and the terms and conditions of business (together "terms and conditions") set out below.
1. About Us
Pondkeeper is the trading name of Armstrong Direct Ltd, a UK-based company specialising in pond equipment and supplies.
Company Details:
- Company Name: Armstrong Direct Ltd
- Company Number: 5601027
- VAT Registration: GB875488660
- Registered Office: 13 Saville Close, Wynyard, TS22 5GL
- Phone: 01642 370888
- Email: info@pondkeeper.co.uk
2. Ordering
You can place orders via our website, by phone, or in-store. Once your order is placed, we will confirm acceptance via email. If we cannot accept your order, we will notify you and issue a refund.
Orders can be cancelled any time before dispatch. After dispatch, see our Returns & Cancellation Policy below.
3. Pricing & Payment
All prices shown on our website include VAT (where applicable). We reserve the right to change prices without prior notice.
We accept payment via credit/debit card, PayPal, and other secure payment methods. Payment must be received in full before dispatch.
4. Delivery
We aim to dispatch all orders promptly. Estimated delivery times are shown at checkout but are not guaranteed. Delays can occur due to stock availability, courier issues, or other external factors.
If an item is out of stock or delayed, we will contact you with options. You have the right to cancel your order at that point for a full refund.
Delivery to mainland UK is typically free for orders over a certain value (see website for current threshold).
5. Returns & Cancellation Policy
Cancelling Before Dispatch
You may cancel your order for a full refund any time before dispatch by contacting us.
Cancelling After Dispatch (100-Day Returns)
If you change your mind after dispatch, you may return your order within 100 days of receipt, provided that:
- The item is unused, unassembled, and in original packaging
- You notify us before returning the item
- You cover the cost of return shipping
- The item arrives back in resaleable condition
Refunds are typically processed within 5–7 working days of receipt and inspection.
⚠️ We reserve the right to make a reasonable deduction from your refund if the item has been handled beyond what is necessary to inspect it.
6. Faulty or Damaged Items
If your item arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery with:
- Your order number
- A description of the issue
- Photographs if possible
We will arrange a repair, replacement, or refund as appropriate. Return shipping for faulty items is covered by us.
7. Definition of “Unused”
To qualify for a full refund under our 100-day policy, items must be:
- In their original, undamaged packaging
- Free from signs of use, assembly, or installation
- Free from water contamination
- Complete with all accessories and instructions
Opened packaging may still be accepted at our discretion, but may incur a refund deduction.
8. Warranty
Most electrical items are covered by a 12-month manufacturer’s warranty. Some items may offer extended warranties (see individual product pages).
Warranty covers manufacturing defects only. It does not cover:
- Accidental damage
- Improper use
- Lack of maintenance
- Wear and tear
- Consumables (such as impellers, filter foams, UV bulbs etc)
To make a warranty claim, please contact us with proof of purchase and details of the fault.
9. Livestock Policy (Where Applicable)
We do not currently ship live fish or animals. If this changes, relevant terms will be provided at point of sale.
10. Liability
We shall not be held liable for:
- Indirect or consequential losses
- Damage caused by improper installation or use
- Delays due to events beyond our control
Our total liability is limited to the value of the goods purchased.
11. Data Protection & Privacy
We respect your privacy. Your personal data will only be used to process your order and improve your customer experience. See our full Privacy Policy for details.
12. Governing Law
These terms are governed by the laws of England and Wales. Any disputes will be handled in UK courts.
13. Contact Us
For any queries regarding orders, returns, or these Terms & Conditions, please get in touch:
Pondkeeper (Armstrong Direct Ltd)
📞 01642 370888
✉️ info@pondkeeper.co.uk
📍 A3 Bentley Avenue, Billingham, TS23 4BU