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Customer Service
This section of our website is designed to help you navigate your way through our site so you can find and buy the right part for your pump as well as answer any questions you may have in relation to working with us.
If you want to return an item to us please complete an online returns form by visiting our Returns section or clicking here.
If you can’t find what you are looking for please email our team on info@pump-hero.com. Alternatively contact us by telephone on 00 44 (0) 161 214 2300, please note our telephone lines are operatored by our English speaking Customer Support Team.
How do I search and find a part?
If I save my basket will the price change?
How do I know the order has been placed?
My credit or debit card has been declined
What payment methods can I use?
Where are you producted manufactured?
Who pays for customs and import duties?
How do I search and find a part?
To search for an item, you can:
1. Use the product selector tool on the homepage
- Firstly selector the Pump OEM
- Then select the pump range and model
- You can then select the correct part by viewing the drive train in diagram format for by viewing the full bill of materials in table format
2. Click on ‘on-line ordering’ tab and search by component number
If I save my basket will the price change?
Items in your Shopping Basket will always reflect the most recent price displayed on the item's product detail page. Please note that this price may differ from the price shown for the item when you first placed it in your basket. Placing an item in your basket does not reserve the price shown at that time.
How do I know the order's been placed?
You'll know the order has been placed when you reach a page that displays the following message: "Thank you--we have received your order". Later you'll receive an order confirmation e-mail with the order details.
My Credit or Debit Card has been declined
If you receive notification that your credit card has been declined, you must contact the bank that issued the card to find out why. Only your bank can tell you why your card has been declined.
To protect your security and privacy, your bank cannot provide Pump-hero.com with information about why your payment was declined. Because of this, you need to contact your bank directly to solve most payment issues.
If you want to try again with a different card or confirm your details are correct and retry your current card, go back to your order and enter your card details again.
What payment methods can I use?
We accept the following credit cards; Visa, Delta, Visa Electron, MasterCard and Maestro, Solo. We will be adding PayPal soon, so watch this space!
We will take the payment from you credit card at point of purchase on the website.
Yes you can track you shipment once it has been dispatched from our premises. Once the goods have been dispatched we will email your invoice together with the carrier consignment number.
- For TNT shipments please visit the TNT website – www.tnt.com/trackntrace and enter your consignment number
- For DHL shipments please visit the DHL website – www.dhl.co.uk and enter your airway bill number (consignment number) the then click track.
- For road freight service please visit the DSV website - http://online.dsv.com click on 'Public', enter Customer References "EX999999" then click "search" for transport and proof of delivery information.
VAT (value added tax) is charged on goods sold by Pump-hero.com within the European Union (EU). In accordance with the laws governing members of the European Union, Pump-hero.com is obliged to charge VAT on all orders delivered to destinations in the 25 member countries of the EU. VAT will be charged at the UK rate of 15%. However if a customer supplies a valid VAT number we will process the order and the sell the goods VAT free.
The prices displayed on Pump-hero.com exclude VAT. You will be able to see the final price inclusive of applicable VAT before you confirm and place your order, when you have completed your order details, including your delivery address.
Goods sold by Pump-hero.com that are dispatched to addresses outside of the European Union are generally not subject to EU VAT. When ordering goods from Pump-hero.com for delivery overseas, you may be subject to import duties and taxes that are levied once the package reaches your country. Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that when ordering from Pump-hero.com, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.
Where are your products manufactured?
Our products are supplied from leading European manufacturers all certified to ISO9001:2000. All Pump-hero.com products attract a 12 month warranty against defective materials and manufacture.
Please complete an online returns form by visiting our returns section or by clicking here.
In line with our parent company trading restrictions Pump-hero.com will not sell or supply products to customer and companies in the following countries:
- Cuba
- Iran
- Sudan
- North Korea
- Burma / Myanmar
- Syria
- Belarus
- Democratic Republic of Congo
- Liberia
- Iraq
- Zimbabwe
- Cote D’Ivoire
Who pays for customers and import duties?
Pump-hero.com deliveries are DDU (delivered duty unpaid). It is your responsibility to obtain all import license and other necessary authorisations required for the transit of goods to and into the country of destination and you shall pay all customs and import duties on the goods. This is inline with our Terms and Conditions, please click this link to view them.
At Pump-hero.com we want to ensure you are completely satisfied with the products and service we offer. If you need to return a product that is damaged, faulty or incorrect, where possible we will always send a replacement item to ensure your needs are met.
In the event that you wish to return an item under our 30 Day* Money Back Guarantee, you can return your purchase to us in its original condition within 30 days of the date you received the item, with any seals and shrink-wrap intact and we will issue a full refund for the price you paid for the item.
*Please note: our returns guarantee for items valued at £2,000 / €2,000 / $2,000 or above is limited to 14 days.
Our 30 Day Money Back Guarantee
Return a damaged, defective or incorrect item
Return an item that you have selected and purchased incorrectly
If for some reason you wish to return an item to us then please follow the steps below:
- Complete and submit an on-line returns form by clicking on this link
- Our customer service team will then contact you via email and give you a goods return reference number together with a goods return form
- Complete and print off this goods return form and include it with the returned items
- The returns reference number must be clearly displayed on the outside of any returned packages to enable us to quickly process the goods when they arrive
- If you are returning products that are damaged, faulty, defective or incorrect, you will be sent a replacement item, using the same mode of transport used to send the original item. Pump-hero.com will then collect the original item from you and return it to our warehouse.
- However if you are returning a product as part of our 30 Day* Money Back Guarantee, your credit card will be refunded once you have returned the item to us.
*Please note: our returns guarantee for items valued at £2,000 / €2,000 / $2,000 or above is limited to 14 days.
Our 30-day* Money Back Guarantee
Our 30-day* returns guarantee means that if for any reason you are unhappy with your purchase, you can return it to us in its original condition within 30 days of the date you received the item, unopened and unused (with any seals and shrink-wrap intact) and we will issue a full refund for the price you paid for the item.
We can only accept the return of opened or used items if they are faulty. Please note that we reserve the right to send items back to you that have been returned to us after 30 days unless they are faulty.
We are unable to exchange items that are not damaged, defective or incorrect.
*Please note: our returns guarantee for items valued at £2,000 / €2,000 / $2,000 or above is limited to 14 days.
This section explains what to do if you've received a damaged, defective or incorrect item from Pump-hero.com.
If the item was damaged in transit
If you take delivery of a Pump-hero.com package and the external packaging is damaged you must sign for the package as ‘received damaged’.
If you take delivery of a Pump-hero.com package and the contents have been damaged in transit, you must inform us within 7 days of delivery. Pump-hero.com will arrange collection and return of the item. We will issue a replacement once you have informed us of the damaged product. The replacement product will be dispatched in the same mode of transport used for the original item.
In the event of Pump-hero.com sending you a replacement for a damaged item, we will organise collection and return of the original item to Pump-hero.com within 30 days. If for any reason we are unable to take possession of the original item and return it to our Pump-hero.com warehouse, we reserve the right to charge the price of the replacement item to the payment card used for the original order.
Pump-hero.com will check all items returned as damaged. In the event we find no damage, we reserve the right to send items back to you and re-charge you for the replacement item and where applicable to recover our fees and expenses from you.
If the item is faulty or defective
All Pump-hero.com products attract a 12 month warranty against defective materials and manufacture.
In the unfortunate event that your Pump-hero.com product is faulty or defective you have the right to return it to us within 12 months of the date you received the item(s). Pump-hero.com will arrange collection and return of the item. We will issue a replacement once you have informed us of the defective product. The replacement product will be dispatched in the same mode of transport used for the original item.
In the event of Pump-hero.com sending you a replacement for a defective item, we will organise collection and return of the original item to Pump-hero.com within 30 days. If for any reason we are unable to take possession of the original item and return it to our Pump-hero.com warehouse, we reserve the right to charge the price of the replacement item to the payment card used for the original order.
Pump-hero.com will check all items returned as faulty or defective. In the event we find no fault, we reserve the right to send items back to you and re-charge you for the replacement item and where applicable to recover our fees and expenses from you.
If we sent you an item you did not order (an "incorrect" item)
In the unlikely event that we have sent you an incorrect item, please notify us by completing an online returns form. We will issue a replacement (the correct item, we promise) once you have informed us of this error. The replacement product will be dispatched in the same mode of transport used for the original item.
In the event of Pump-hero.com sending you a replacement for an incorrect item, we will organise collection and return of the original item to Pump-hero.com within 30 days. If for any reason we are unable to take possession of the original item and return it to our Pump-hero.com warehouse, we reserve the right to charge the price of the replacement item to the payment card used for the original order.
Pump-hero.com will check all items returned as incorrect. In the event we find no fault, we reserve the right to send items back to you and re-charge you for the replacement item and where applicable to recover our fees and expenses from you.
Return an Item that You have Selected and Purchased Incorrectly
Don’t worry, we can fix these mistakes quickly! If you receive your Pump-hero.com part and you discover you have selected and purchased the wrong part, please complete an online returns form within 30 days of receiving the item. Our customer service team will then contact you via email to give further instructions.
Once you have informed us of this error you must then return the original item(s) to us within 30 days. You are then free to go online and order the correct parts. We will refund the transaction in the same form of payment originally used for purchase, within two weeks of our receiving the returned item(s).
In the event that you have a damaged, faulty, defective or incorrect item, Pump-hero.com will organise collection and return of the item to our facilities. However where you are returning an item due to an error on your part or under our 30* Day Money Back Guarantee, you are responsible for the return of the item to Pump-hero.com within 30 days.
*Please note: our returns guarantee for items valued at £2,000 / €2,000 / $2,000 or above is limited to 14 days.
In all instances, before the item(s) is returned the following points must be compiled with:
- A copy of the returns form is returned with the package, duly signed to indicate your compliance
- The returns reference number is clearly marked on the outside of the package
- The items are securely and suitably packaged – any damage due to poor packaging is the responsibility of the sender
- The items are fully cleaned and decontaminated prior to returning (unless by specific arrangement with Pump-hero.com)
- If any items are contaminated or may produce a health hazard, both the package and the contents must be clearly marked. COSHH data sheets must be affixed to the outside of the package in a clear ‘documents enclosed’ wallet or similar
At Pump-hero.com we want to ensure you are completely satisfied with the products and service we offer. Where possible we will always send a replacement item to ensure your needs are met. In the event that you wish to return an item under our 30 Day* Money Back Guarantee, we will refund the transaction in the same form of payment originally used for purchase, within two weeks of our receiving the returned items.
Items returned because they are damaged, defective or incorrect
If you are returning an item because of an error on our part or because it is damaged or defective, we will organise collection and return of the item therefore you will not incur any delivery charges.
Pump-hero.com will check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item(s) and to recover our fees and expenses from you.
Items returned under the 30-day* returns guarantee
Where you are withdrawing from your purchase within 30 days after delivery and there has been no error on our part, we will refund only the cost of the item. We will not refund the cost of delivery to you in connection with your purchase or the cost of returning the item to Pump-hero.com.
We will refund the transaction in the same form of payment originally used for purchase, within two weeks of our receiving the returned items.
*Please note: our returns guarantee for items valued at £2,000 / €2,000 / $2,000 or above is limited to 14 days.
Which countries to you deliver to?
What delivery services to you offer?
Ordering items with different availabilities
My order has been damaged in transit
I have not received all the items on my order
You have sent me the wrong items
Who pays for customs and import duties?
Which countries do you deliver to?
We currently deliver to the following countries:
| Austria | Germany | Poland |
| Belgium | Greece | Portugal |
| Buglaria | Hungary | Romania |
| Czech Republic | Italy | Spain |
| Denmark | Ireland | Switzerland |
| Finland | Netherlands | Sweden |
| France | Norway | United Kingdom |
We will be expanding our coverage beyond these countries in the coming months, watch this space!
What delivery services do you offer?
We offer two delivery services, subject to stock availability:
- Express delivery: Orders placed before 12pm (GMT) will be dispatched the same day, with an average transit time of 1 to 2 working days to mainland Europe.
- Standard delivery: Our standard delivery service is a road freight service. All orders placed before midnight each Wednesday will be dispatched on Thursday. Transit time varies from country to country but is approximately 3 to 5 working days on average.
Ordering items with different availabilities
We only dispatch complete orders, the delivery date will be determined by the item with the longest lead time. If you wish to receive your items sooner, please remove the longer lead time or out of stock items from your basket and proceed.
Where we state an item is ‘Ex Stock’ this indicates that the product is in stock and on our shelf and can usually be picked, packed and despatched within 24 hours. Where the item is out of stock we give an estimated lead time. These are approximate lead times, however we will keep you informed once your order has been placed.
Yes you can track you shipment once it has been dispatched from our premises. Once the goods have been dispatched we will email your invoice together with the carrier consignment number.
- For TNT shipment please visit the TNT website - www.tnt.com/trackntrace and enter your consignment number
- For DHL shipments please visit the DHL website - www.dhl.co.uk and enter your airway bill number (consignment number), then click track
- For road freight service please visit the DSV website - http://online.dsv.com click on 'Public', enter Customer References "EX999999" then click "search" for transport and proof of delivery information.
My order has been damaged in transit
Please visit our Returns section for further details or complete an online returns form by clicking on this link.
I have not received all the items on my order
Please visit our Returns section for further details or complete an online returns form by clicking on this link.
You have sent me the wrong items
Please visit our Returns section for further details or complete an online returns form by clicking on this link.
Who pays for customers and import duties?
Pump-hero.com deliveries are DDU (delivered duty unpaid). It is your responsibility to obtain all import license and other necessary authorisations required for the transit of goods to and into the country of destination and you shall pay all customs and import duties on the goods. This is inline with our Terms and Conditions, please click this link to view them.
At Pump-hero.com we pride ourselves on delivering first class customer service. To help us continue this we would appreciate your feedback on your experience today. Tell us what you think, please click this link to view and complete our online survey.
