We require the original receipt for all returns, exchanges, and warranties.
HCWG CAN keep a digital copy of your receipt on file if you provide your first and last name at the time of purchase. We cannot retrieve receipts where no name was assigned to the transaction.
Fish Returns, Warranty, and Guarantee:
Water conditioners MUST be added to ponds before new fish are added. We ONLY recommend POND PRIME because it binds and removes Chlorine, Ammonia, and Chloramine in tap AND well water. During the summer months, the dosage must be doubled as stated on the bottle.
HCWG makes every possible effort to offer healthy Koi and Goldfish. Should you experience a loss, we offer exchange or store credit within 7 days. Should you experience a loss of numerous fish, we will ask that you send photos and bring a tap and pond water sample to be tested for toxins.
Custom-cut Bulk Materials, for example, EPDM Pond Liner, Tubing, custom-built plumbing assemblies, and Row Cover, cannot be returned. Should you find that your custom-cut material does not match the specified measurements, please contact us immediately so that we can correct our mistake.
Pump Warranties: All of our water Pumps come with a manufacturer’s warranty ranging from 1 to 5 years. Some conditions may apply. Cutting the power cord voids all warranties with no exceptions.
Plants:
Our number one priority is your success. We guarantee our plants to be true to type/name, free of serious pests and diseases, and in overall excellent health. We will make every possible attempt to correct any issues when working together with our valued customers.
If your new plants are struggling, we are here to help! Many factors can play into a plant's success or failure. We will always offer guidance to help your plants thrive! Please contact us at the first signs of stress.
Text questions and photos to 512-560-6788 or
Email questions and photos to info@hillcountrywatergardens.com
Plant returns and warranties:
We offer a 14-day money-back return policy if the plants are in good, resellable condition. For example, you purchased six shrubs when you only needed five, or your significant other despises your purchasing decision.
Damaged or unsellable plants that are being returned are eligible for a 30-day exchange or store credit (see store credit terms below). Beyond 30 days, we reserve the right to refuse refunds or exchanges. Please contact us as soon as you notice plant stress. Many issues we encounter can easily be solved.
Our plant return policy does not cover weather-related damages, including but not limited to drought, high temperatures, low temperatures, hail, wind, tornadoes, floods, mudslides, rockslides, or crushing from falling objects.
Deer, Rabbits, Squirrels, and Insects:
We do not claim ANY plant to be deer, rabbit, disease, or insect PROOF.
Deer populations have become unmanageable in many areas of the Austin Metro area, and one population is not the same as the next in terms of their dietary needs or population pressure on the landscape. Please do not feed the deer!
Any recommendation we make is based on our observations. We offer netting, repellants, and fencing to discourage casual browsing of new plant material. All trees should be caged to prevent browsing and scraping. It’s best to garden within a fenced-in area.
Special Order Plants and Trees:
All special order plants must be paid in full before we bring in your order. You may cancel your order within 24 hours for a full refund. All special orders are final and carry no warranty or guarantee.
Special order fountains: Sales are final. Once an order is placed, there is a 48-hour cancellation window. Any custom fountain returned or not claimed will incur a 50% cancellation fee.
