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Returns

Cancellation and Returns Policy

Returns

Customers have a period of 14 days from the day they receive the goods to notify Complete Pump Supplies that they wish to return an item. Once Complete Pump Supplies have been notified, the customers have a further 14 days to send the goods back at their own cost.

In order to process a return you must obtain a GIRN (Goods In Return Number). To obtain this number please call 0333 323 2329. Once this number has be verified with our support staff, please complete the returns document and return along with your package. Please note returns will not be processed without a GIRN or Invoice Number.

Unused, unopened items may be returned at the buyers expense for credit upon Complete Pump Supplies prior written consent and upon the terms specified by Complete Pump Supplies. A restocking and handling charge computed at the minimum rate of 20% of the total invoice price excluding taxes and delivery charges on such returned items will be assessed on any such return.

Sensitive electronic items will not be accepted for return due to the nature of the product.

The buyer assumes all risk of loss of such returned goods until actual receipt and acceptance by Complete Pump Supplies. Complete Pump Supplies will not take any responsibility for items lost or damaged in the mail. Complete Pump Supplies cannot refund any carriage charges incurred when sending goods back.

Please note all items have to be inspected before any replacements or credits can be issued. The turnaround can take up to and beyond a month in some circumstances. It is the customer’s responsibility to ensure the returned item arrives safely.

Returned Grundfos products will incur an minimum £350 + VAT warranty inspection fee, which will be credited back to customer if the fault is found to be the manufacturers.

Items to be inspected under warranty must arrive back to us/the manufacturer before the end of their warranty date.

Right to cancel

Customers have the right to cancel their order before the goods have been dispatched. Please contact us to check the status of your order before cancelling. Any cancellations made after goods have been dispatched may incur a restocking charge.

Items Damaged in Transit

If any items were damaged in transit, we ask that you report it to us within 48 hours of accepting delivery. If the items are visibly damaged on receipt, simply refuse the delivery and notify us. Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we'll issue a replacement or full refund to you via your original payment method.

Faulty items/Warranty claims

If the goods are damaged or faulty please contact us.

If returning an item due to a fault, some manufactures will require the item(s) to be sent directly to them to determine if the fault was caused by a manufacturing defect or incorrect installation*. Some manufacturer's will attend site to assess potential warranty claims. A minimum of £350 + VAT will be required before an engineers site visit can be arranged for the potential warranty claim.

If the item's fault was caused by an installation fault, a refund will not be offered and additional charges may be incurred if replacement parts, repairs or additional on-site time were carried out/needed to resolve the issue. If the fault was a manufacturing fault, a full refund or replacement will be provided. A full pump report will be provided upon request.

Faulty Grundfos pumps will incur an minimum £350 + VAT warranty inspection fee, which will be credited back to customer if the fault is found to be the manufacturers. Additional charges may apply if replacement parts, repairs or on-site time is needed.

The time involved to process a warranty claim can take up to and beyond a month in some circumstances. It is the customer’s responsibility to ensure the returned item arrives safely.

Items to be inspected under warranty must arrive back to us/the manufacturer before the end of their warranty date.

*Items that need to be sent to the manufacturer for inspection must be sent at the customers cost. For larger items we can arrange this for you at a cost, please contact us for more information.