Return & Refund Policy

Cancellation of Orders Prior to Shipping

While we want you to be completely satisfied with your shopping experience with us, we understand there are situations where you may need to cancel your order.  Most orders can be successfully canceled if you email us at carol@best-planet.com by 11 a.m. EST before the item has shipped.  

Returns for Defective Products

For defective products within 30 days of your order date, we will accept the return.   After 30 days of your order date, this becomes a warranty issue, and the manufacturer will need to be contacted.  

All returns must be clean, include all original components and returned in the original box for refunds to be given.

1.  Please email us at carol@best-planet.com with your name and order number and a brief description of the issue with the product.  A return label will be sent to your email address on record.  Returns are to be sent to:  Best-Planet LLC, PO Box 276, Carmel, IN 46082  

2.  Returns need to be returned within 2 weeks of the return request.   A full refund will be issued to your initial payment method within 3 business days after we have received the return.

Returns For Damaged in Transit Products

1.  Please email us at carol@best-planet.com with your name and order number within 1 week of receiving the damaged product.  Please keep all product packaging, including exterior boxes.  Pictures of the damaged packaging may be needed for insurance purposes.  

2.  Returns need to be returned within 2 weeks of the return request.  A full refund will be issued to your initial payment method within 3 business days after we have received the return.

Returns For Incorrect Products

1.  Please email us at carol@best-planet.com with your name and order number within 30 days of your order date.  A return label will be sent to your email address on record.  Returns are to be sent to:  Best-Planet LLC, 3717 Bridger Dr S, Carmel, IN 46033.  

2.  Returns need to be returned within 2 weeks of the return request. A full refund will be issued to your initial payment method within 3 business days after we have received the return.

Returns For Customer Remorse

1.  Please email us at carol@best-planet.com with your name and order number within 30 days of your order date.  A return label will be sent to your email address on record.  Returns are to be sent to:  Best-Planet LLC, 3717 Bridger Dr S, Carmel, IN 46033. The product must be in its original packaging and in unused condition.  Unauthorized, damaged or used items that are not returned in their original packaging with all manuals and accessories can result in a refusal of the returned item. 

2.  Returns need to be returned within 2 weeks of the return request.  Within 3 business days of receiving the return, you will receive a refund to your initial payment method excluding all shipping costs (the initial free shipping and return shipping costs) after we have received and inspected the items.    

Returns for Special Order/Freight Items

1.  Please email us at carol@best-planet.com with your name and order number within 30 days of your order date.  A return label will be sent to your email address on record (with the exception of Customer Remorse - Freight Shipped Items).  Returns are to be sent to:  Best-Planet LLC, 3717 Bridger Dr S, Carmel, IN 46033. The reason for the return of the Special-Order item will follow the same policies above plus they are also subject to a 20% restocking fee as well.  Special order items are identified as items that are either drop shipped from the manufacturer or freight-shipped items.  

2.  Returns need to be returned within 2 weeks of the return request. A refund will be issued within 3 business days after we have received and inspected the return.  Unauthorized, damaged or used items that are not returned in their original packaging with all manuals and accessories can result in a refusal of the returned item. 

Returns for Customer Remorse - Freight Items

1.  Please email us at carol@best-planet.com with your name and order number within 30 days of your order date.  Customer will be responsible for the cost and arranging for the freight item's return.   Returns are to be sent to:  Best-Planet LLC, 3717 Bridger Dr S, Carmel, IN 46033. The freight item return is also subject to a 20% restocking fee as well.  Freight-shipped items are items that were identified on the product page as being shipped freight or were delivered by appointment and/or were most likely delivered on a pallet.  

2.  Returns need to be returned within 2 weeks of the return request. A refund minus original shipping costs plus a 20% restocking fee will be issued within 3 business days after we have received and inspected the return.  Unauthorized, damaged or used items that are not returned in their original packaging with all manuals and accessories can result in a refusal of the returned item. 

Items that can't be returned:

Items that can't be returned include pond chemicals including water treatment and conditioning, customized items of any type. 

Do you have questions?  Email us at carol@best-planet.com

Late or Missing Refunds

Please understand that we issue refunds within 3 business day of receiving the return - that means that the money leaves our account immediately. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. We have seen some credit card companies take up to 30 days to show that the refund has been put back on the card. If you’ve done all of this and you still have not received your refund yet, please contact us.