Terms & Conditions

Last Updated: December 17, 2025

Welcome to Crystal Ponds LLC. By accessing and using our website (CrystalPonds.com) and purchasing products from us, you agree to comply with and be bound by the following terms and conditions. Please read these terms carefully before using our website or making a purchase.

1. General Information

Business Name: Crystal Ponds LLC

2. Acceptance of Terms

By accessing our website, browsing our products, or making a purchase, you acknowledge that you have read, understood, and agree to be bound by these Terms & Conditions. If you do not agree with any part of these terms, please do not use our website or services.

3. Products and Services

Crystal Ponds LLC specializes in Koi pond and water garden supplies, including but not limited to:

  • Koi fish and Koi food
  • Pond pumps, filters, and skimmers
  • UV clarifiers and ionizers
  • Pond liners and underlayment
  • Water plants
  • Pond lights and electrical equipment
  • Water treatments and test kits
  • PVC pipe and fittings

We strive to provide accurate product descriptions and images. However, we do not warrant that product descriptions, images, or other content on our website are accurate, complete, reliable, current, or error-free.

4. Pricing and Payment

4.1 Pricing

  • All prices are listed in U.S. Dollars (USD)
  • Prices are subject to change without notice
  • We reserve the right to modify prices at any time
  • The price charged will be the price displayed at the time of purchase

4.2 Payment Methods

We accept the following payment methods:

  • Credit cards (Visa, MasterCard, American Express, Discover)
  • Debit cards
  • Other payment methods as displayed at checkout

4.3 Payment Security

All payment transactions are processed securely. We do not store credit card information on our servers. Payment information is transmitted using secure socket layer (SSL) encryption technology.

5. Orders and Order Acceptance

5.1 Order Placement

When you place an order through our website, you are making an offer to purchase products. We reserve the right to accept or decline any order for any reason, including but not limited to:

  • Product availability
  • Errors in product or pricing information
  • Suspected fraudulent transactions
  • Inability to verify payment information

5.2 Order Confirmation

You will receive an email confirmation when we receive your order. This confirmation does not constitute acceptance of your order. We will send a separate email when your order has been accepted and shipped.

5.3 Order Cancellation

We reserve the right to cancel any order prior to shipment. If your order is cancelled, any payment made will be refunded in full.

6. Shipping and Delivery

6.1 Shipping Methods

We offer various shipping options, which will be displayed at checkout. Shipping costs are calculated based on:

  • Package weight and dimensions
  • Destination address
  • Selected shipping method

6.2 Local Pickup

Local pickup is available at our Colorado Springs location. Please call to confirm store hours before visiting, especially during winter months.

6.3 Delivery Times

Estimated delivery times are provided for convenience only and are not guaranteed. We are not responsible for delays caused by:

  • Shipping carriers
  • Weather conditions
  • Natural disasters
  • Other circumstances beyond our control

6.4 Shipping Restrictions

Some products may have shipping restrictions due to:

  • Size and weight limitations
  • Hazardous material regulations
  • Live animal shipping requirements (for Koi fish)
  • Seasonal restrictions

6.5 Domestic Shipping Only

At this time, we only ship within the United States. We do not offer international shipping.

7. Returns and Refunds

7.1 Return Policy

We want you to be completely satisfied with your purchase. If you are not satisfied, you may return eligible products within 30 days of delivery for a refund or exchange, subject to the following conditions:

  • Products must be unused and in original condition
  • Products must be in original packaging
  • Proof of purchase must be provided
  • Customer is responsible for return shipping costs unless the return is due to our error

7.2 Non-Returnable Items

The following items cannot be returned:

  • Live Koi fish (unless DOA – Dead on Arrival)
  • Cut items including EPDM liner and filter media
  • Custom-ordered or special-order items
  • Opened food products or water treatments
  • Electrical items that have been installed or used
  • Items marked as final sale or clearance

7.3 Damaged or Defective Products

If you receive a damaged or defective product:

  • Contact us within 48 hours of delivery
  • Provide photos of the damage or defect
  • We will arrange for replacement or refund
  • We will cover return shipping costs for damaged or defective items

7.4 Dead on Arrival (DOA) Koi

For live Koi fish shipments:

  • Inspect Koi immediately upon delivery
  • Contact us within 2 hours of delivery if any fish are DOA
  • Provide clear photos of any DOA fish
  • We will provide replacement or refund for verified DOA fish

7.5 Refund Processing

Approved refunds will be processed within 5-10 business days of receiving the returned product. Refunds will be issued to the original payment method.

8. Warranties and Disclaimers

8.1 Product Warranties

Products sold by Crystal Ponds LLC may come with manufacturer warranties. We are not responsible for manufacturer warranty claims. Please contact the manufacturer directly for warranty service.

8.2 Disclaimer of Warranties

TO THE FULLEST EXTENT PERMITTED BY LAW, CRYSTAL PONDS LLC DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. We do not warrant that:

  • Our website will be uninterrupted or error-free
  • Product descriptions are accurate or complete
  • Products will meet your specific requirements
  • Any errors or defects will be corrected

9. Limitation of Liability

TO THE FULLEST EXTENT PERMITTED BY LAW, CRYSTAL PONDS LLC SHALL NOT BE LIABLE FOR ANY:

  • Indirect, incidental, special, or consequential damages
  • Loss of profits, revenue, or data
  • Damages resulting from use or inability to use our products
  • Damages resulting from installation or operation of products
  • Damages to ponds, property, or livestock

Our total liability for any claim arising from or related to our products or services shall not exceed the amount paid for the product(s) in question.

10. Product Use and Safety

10.1 Proper Use

Customers are responsible for:

  • Reading and following all product instructions
  • Using products only for their intended purpose
  • Following all safety warnings and precautions
  • Ensuring proper installation of electrical equipment
  • Complying with local codes and regulations

10.2 Electrical Products

For all electrical products (pumps, UV systems, lights, transformers):

  • Installation should be performed by a qualified electrician
  • All electrical components must be properly grounded
  • Products must be used with GFCI protection
  • Follow all manufacturer safety instructions
  • Do not modify or alter electrical equipment

10.3 Water Treatment Products

For water treatments and chemicals:

  • Read all labels and instructions carefully
  • Keep out of reach of children and pets
  • Do not mix different chemicals unless instructed
  • Follow recommended dosage carefully
  • Store in original containers in a cool, dry place

10.4 Live Fish

For Koi and other live fish:

  • Provide appropriate pond conditions
  • Acclimate fish properly before release
  • Maintain proper water quality
  • Provide adequate filtration and aeration
  • We are not responsible for fish health after delivery

11. Intellectual Property

11.1 Website Content

All content on our website, including but not limited to text, images, logos, graphics, and software, is the property of Crystal Ponds LLC or our content suppliers and is protected by copyright and other intellectual property laws.

11.2 Permitted Use

You may view, download, and print content from our website for personal, non-commercial use only. Any distribution for non-commercial use must include “Contents copyright by Crystal Ponds LLC – www.CrystalPonds.com”

You may not:

  • Modify, copy, or reproduce content for commercial purposes
  • Remove copyright or proprietary notices
  • Transfer content to another person or entity without proper attribution
  • Use content to create derivative works

12. Privacy and Data Protection

12.1 Information Collection

We collect information necessary to process orders and improve our services, including:

  • Name and contact information
  • Shipping and billing addresses
  • Payment information
  • Order history
  • Email correspondence

12.2 Information Use

We use your information to:

  • Process and fulfill orders
  • Communicate about orders and shipments
  • Provide customer support
  • Send promotional emails (with your consent)
  • Improve our products and services

12.3 Information Protection

We implement reasonable security measures to protect your personal information. However, no method of transmission or storage is 100% secure, and we cannot guarantee absolute security.

12.4 Information Sharing

We do not sell or rent your personal information to third parties. We may share information with:

  • Shipping carriers (to fulfill orders)
  • Payment processors (to process payments)
  • Service providers who assist our operations
  • Law enforcement or government agencies (when required by law)

13. Email Communications

13.1 Transactional Emails

By placing an order, you consent to receive transactional emails including:

  • Order confirmations
  • Shipping notifications
  • Delivery confirmations
  • Customer service communications

13.2 Marketing Emails

If you opt-in to our mailing list, you will receive:

  • Product updates and announcements
  • Special offers and promotions
  • Educational content about pond care
  • Seasonal maintenance tips

13.3 Unsubscribe

You may unsubscribe from marketing emails at any time by clicking the unsubscribe link in any email or contacting us directly. You cannot unsubscribe from transactional emails related to your orders.

14. Expert Advice and Consultations

14.1 In-Store Consultations

We offer in-store consultations and expert advice based on our 20+ years of experience maintaining a 30,000-gallon Koi pond. However:

  • Advice is provided as general guidance only
  • We are not liable for results from following our advice
  • Customers should conduct their own research
  • Seek professional help for complex installations

14.2 Phone Support

We provide phone support for:

  • Koi health issues: (719) 444-8844
  • Inventory questions: (719) 424-9810

Phone support is provided as a courtesy and does not constitute professional veterinary or engineering advice.

15. User Conduct

By using our website, you agree not to:

  • Violate any applicable laws or regulations
  • Impersonate any person or entity
  • Transmit viruses or malicious code
  • Interfere with website functionality
  • Collect user information without consent
  • Use automated systems to access the website
  • Post false or misleading information
  • Engage in fraudulent activity

16. Third-Party Links

Our website may contain links to third-party websites, including:

  • Professional organizations (Pikes Peak Water Garden Society, etc.)
  • Manufacturer websites
  • Educational resources
  • Social media platforms

We are not responsible for the content, privacy practices, or terms of third-party websites. Accessing third-party websites is at your own risk.

17. Modifications to Terms

We reserve the right to modify these Terms & Conditions at any time. Changes will be effective immediately upon posting to our website. Your continued use of our website after changes are posted constitutes acceptance of the modified terms.

The “Last Updated” date at the top of this page indicates when these terms were last revised.

18. Severability

If any provision of these Terms & Conditions is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

19. Entire Agreement

These Terms & Conditions, together with our Privacy Policy, constitute the entire agreement between you and Crystal Ponds LLC regarding your use of our website and purchase of our products.

20. Governing Law

These Terms & Conditions shall be governed by and construed in accordance with the laws of the State of Colorado, without regard to its conflict of law provisions.

21. Dispute Resolution

21.1 Informal Resolution

In the event of any dispute, we encourage you to contact us first to seek an informal resolution. Many disputes can be resolved quickly through direct communication.

21.2 Jurisdiction

Any legal action or proceeding arising from or related to these Terms & Conditions shall be brought exclusively in the state or federal courts located in El Paso County, Colorado. You consent to the jurisdiction of such courts.

22. Force Majeure

We shall not be liable for any failure or delay in performance due to circumstances beyond our reasonable control, including but not limited to:

  • Acts of God (earthquakes, floods, severe weather)
  • War, terrorism, or civil unrest
  • Government actions or restrictions
  • Labor disputes or strikes
  • Pandemics or public health emergencies
  • Utility failures or telecommunications outages
  • Supplier delays or shortages

23. Business Hours and Seasonal Operations

Please note that our business hours may vary, especially during winter months. We recommend calling ahead to confirm our hours before visiting our physical location.

24. Special Considerations for Colorado Climate

As a Colorado-based business, we understand the unique challenges of maintaining ponds at high altitude and in extreme weather conditions. However:

  • Customers are responsible for winterizing their ponds appropriately
  • We are not liable for freeze damage to equipment
  • Altitude and climate considerations should be factored into product selection
  • Follow our seasonal maintenance guidelines for best results

By using our website and services, you acknowledge that you have read, understood, and agree to be bound by these Terms & Conditions.