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Returns & Refund Policy
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:
*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
Return a Damaged, Defective or Incorrect Item
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.
In th
*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
