In all circumstances an RMA number must obtained from our technical staff before any item can be authorized for return.
We would normally ship all stocked order within 1 working day. Orders can be cancelled with a full refund including shipping charges if not already dispatched. If dispatched orders can be returned in an unused originally boxed state. Refusing to accept an order from the courier or any other transport company will incur their outbound cost, the inbound return charge back to us and in many cases a courier surcharge. These costs will be deducted from any refund of goods.
Our refund policy is 14 days from receipt of goods less any outbound carriage/delivery charges incurred. You the customer must also pay for return shipping and we advise because of the nature of our product to insure the items safe return. It is also advised to return any goods in its original packing.
All new products carry a 1 year manufacturer’s return to base warranty. Although all our pumps have a minimum of IP55 rating for limited water splashing this is not a protection from direct rainfall and therefore all pumps must be protected under cover away from these hazards. In addition no item will be accepted for warranty that has not been correctly winterised and protected from frost, damp, corrosion or have overheated by running dry.
Pumps and filter bodies that show signs of cracking for no apparent reason are the obvious result of the explosive power of frost damage.
Pumps failing to start when re-installing after winter typically will have a seized bearing either from damp or a foreign object preventing rotation of the impeller. It is advisable to store your equipment in a heated house not in your garage or garden shed.
Pumps that are run dry will overheat and cause distortion and warping to internal components of the pump such as the impellers, diffuses, water bearing assembly etc.
Warranty claims will not be accepted for any of the above and the equipment repair if possible is chargeable. Common sense needs to be applied, pool equipment needs maintenance and some quite simple TLC as no warranty in the world will cover bad practice.
Our technical staff can advise you on any aspect of the above. If in doubt ASK ! its free advice. Our section on Winterisation and the Jargon Buster pages are worth a read.
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