Pumps & Waters is thriving in providing excellent levels of customer service. We make every effort to fulfill valid requests for returns and will refund authorized returns as soon as possible.
Please do not return any goods without contacting us first to discuss the details of the return. No goods will be accepted without our previous authorization.
Please note returns will not be processed without a dispatch/delivery or invoice number.
The Buyer acknowledges and will be deemed to have satisfied itself, from its own investigations prior to ordering the goods, that the goods have the functional capability required by the Buyer and confirms the order in writing or by sending an Official Purchase Order.
The Buyer shall inspect the goods immediately upon delivery and notify the seller of any damage or shortage. By accepting the goods, the Buyer or his agent discharges the seller from any liability in respect of shortage and of loss or damage to the goods. If the Seller is satisfied that there is such damage, defect or shortage, it may at its discretion replace or repair the goods in a reasonable time, or credit the Buyer with their price. The Buyer will, if so requested by the Seller, return goods, which it believes are damaged or defective at the buyers expense. Where the Seller is satisfied that delivered goods are damaged or defective, the Buyer will not be entitled to refuse either to take delivery of or to pay for other goods delivered by the Seller.
All items must be returned as sold, in their original packaging. All items are not to be used or installed otherwise a refund/exchange will be refused.
If returning an item due to a fault, some manufacturers will require the goods to be sent to them to determine if the fault was caused by a manufacturing defect or incorrect installation. In some cases, inspection fees will apply from the manufacturer’s side, which will be covered by the Buyer. If the item’s failure was caused by a faulty installation or exploitation of the unit, no refund will be provided. If the fault was a manufacturing fault, a replacement or credit will be provided. Carriage costs will be covered by the Buyer. If you need to return goods to us for repair / replacement, please ensure they are carefully cleaned, drained of all fluids and packaged suitably for transit.
The Buyer is entitled to withdraw from the Purchase Contract (cancel the order) without giving a reason, at any point prior to starting the production (at the factory) or dispatch in case of existing stock. If the items are available on stock at the manufacturer, restocking fees might apply. In this case, the Buyer will cover the restocking fees. The withdrawal from the Purchase Contract must be delivered to the Seller by that time.
The Buyer cannot withdraw from the Purchase Contract for goods that:
- have been manufactured according to the Buyer – requirements/specifications or adapted to his/her personal needs;
- are perishable, or goods with a short shelf life, as well as goods which, by their nature, have been irretrievably mixed with other goods after delivery;
- have been delivered in sealed packaging and for health or hygiene reasons it is not appropriate to return such goods after the Buyer – Consumer has violated the packaging.
- Goods that have been cut to length
In case of defective performance of the Seller, the Buyer – Consumer has the right to:
- remedy of the defect by repairing the goods, supply of new goods without defects (replacement of the goods) or supply of missing goods,
- an adequate discount on the purchase price
- withdrawal from the Purchase Contract; the details of withdrawal from the Purchase Contract
The Buyer cannot exercise the right to delivery of new goods (replacement), nor to withdraw from the Purchase Contract as a result of defective performance of the Seller, if the goods cannot be returned in the condition in which they were received. This is not valid in the following instances:
- if the condition of the goods has changed as a result of their inspection for the purpose of detecting a defect in the goods,
- if the Buyer used the goods before the defect was discovered,
- if the Buyer has not caused the impossibility of returning the goods in unaltered condition
- if the Buyer was sold the defective goods before the discovery of the defect, if he/she consumed them or if he altered them during normal use;
The Buyer is obliged to notify the Seller of the defect in a proper and timely manner. Within the notification of defects of the goods, the Buyer is obliged to describe all claimed defects of the goods and their manifestations. The Buyer acknowledges that if he/she does not provide a description of the claimed defects of the goods and how these defects are manifested, the Seller cannot proceed to the settlement of the complaint in relation to such claimed defects and such notification will not be considered as a proper notification (complaint) of the defect. The Seller recommends the Buyer to include his/her contact details (or bank account number in case of a refund) in the notification of defects. The Buyer is recommended to attach a proof of purchase of the claimed goods (invoice) to facilitate the settlement of the complaint.
The Buyer shall inform the Seller their choice regarding the defective performance (i.e. the specific method of resolving the complaint) when giving notification of the defect or without undue delay thereafter. The Buyer cannot change the choice made without the consent of the Seller. However, this does not apply if the Buyer has requested the repair of a defect that proves to be irreparable.
The Buyer – Consumer is entitled to exercise the right to claim for defects that occur in consumer goods for a period of 12 months from receipt of the goods.
The warranty shall further terminate in the event of any intervention in the goods or modifications to the goods not previously approved by the Seller.
The warranty does not cover defects::
- which the Buyer was already aware of prior to the acceptance of the goods or which the Buyer should have known with the exercise of ordinary care prior to the conclusion of the Purchase Contract;
- arising as a result of improper installation, service or maintenance of the goods, unless performed by the Seller or a person designated by the Seller;
- resulting from improper handling of the goods;
- arising as a result of improper use of the goods, in particular use contrary to the instructions for use, instructions on the packaging of the goods or in their documentation, instructions communicated by the Seller, generally known rules of use, as a result of using the goods for purposes other than those which they are intended for, etc;
- resulting from the storage of goods in unsuitable conditions;
- arising from force majeure or other circumstances not attributable to the nature or characteristics of the goods;
- defects for which a lower purchase price for the goods has been agreed with the Buyer;
- resulting from the natural wear and tear of the goods;
- arising as a result of the existence of another defect in the goods, which the Buyer did not properly and timely notify the Seller of, or whose removal the Buyer did not ensure (if the defect was not covered by the Seller’s liability for defects or under the quality guarantee).
The Seller shall return to the Buyer the funds received from the Buyer under the Purchase Contract (the price of the goods and the cost of delivery of the goods to the Buyer), by electronic transfer to the account from which the funds were received from the Buyer or to which the Buyer communicates to the Seller for this purpose. The Seller is not obliged to return the received funds to the Buyer before the goods are returned by the Buyer.