Refund and Return Policies: We would like to thank you for shopping at Pump Express. Our Returns Policy and guidelines for returning merchandise can be found here.
Unopened Merchandise
You may return any "unopened" products and accessories within 30 days of delivery for a full refund. Simply return the item to us, by using the most convenient shipping method available to you. Some products include free shipping, so if you return one of these products, our actual outbound shipping costs will be deducted from your return refund.
Opened Merchandise
"Opened" products and accessories can be returned within 30 days of delivery*, but will be subject to a 25% restocking fee to cover testing, cleaning and repackaging expenses. Simply return the item to us, by using the most convenient shipping method available to you. Some products include free shipping, so if you return one of these products, our actual outbound shipping costs will be deducted from your return refund. Opened returns must be in new and uninstalled condition with original materials and packaging.
No returned merchandise will be accepted without a Return Goods Authorization (RGA). Please call our Returns Department to speak with a customer care representative to obtain a RGA # and shipping instructions.
Configured and Built-to-Order Items Are Non Returnable :
There are no returns allowed for products which have been specifically built for you and shipped by the manufacturer. These items are not routinely stocked at our warehouse and therefore cannot be returned. The following pump series are configured and are not returnable. Berkeley High Flow / High Efficiency Centrifugal Irrigation Pumps, Berkeley S.A.E. Centrifugal Series Pumps, Berkeley Frame Mount Centrifugal Series Pumps, Close-Coupled Motor Drive Series Pumps, Self-Prime Centrifugal Pumps, Multi-Stage Centrifugal Pumps and B6XT Centrifugal Pumps.
Return Procedure
- Call our customer care service at (800) 298-4100 to set up an RGA over the phone.
- Your RGA # MUST be included in the return package.
- Pack the item(s) securely in the original product packaging.
- Include all paperwork, parts, and accessories.
- All returned items must be brand new, unused and in their original packaging.
- Do not write on or place shipping labels directly on manufacturer packaging.
- Returned items will be inspected upon arrival.
- Send the return package to the address listed on your RGA.
- The return package can be sent using the carrier of your choice. Keep the tracking number to monitor delivery status.
- You can expect a refund in the same form of payment originally used for the purchase within 2-4 weeks of our receipt of the returned items.
Factory Direct Items
Products shipped from the manufacturer cannot be returned to Pump Express. These items are shipped to you directly from the manufacturer and may be returned only with approval from the manufacturer. If approved, you may return the item directly to the manufacturer, shipping prepaid, using the shipping method of your choice. Some of the products we sell include free shipping, so if you return any of these products our actual outbound shipping costs will be deducted from your return refund. You will also be responsible for a 25% restocking fee to cover handling, testing, cleaning and repackaging expenses.
Cancelled Orders
An order that has shipped cannot be cancelled. If you refuse an order which has already been shipped, you will be responsible for both the outbound and return shipping costs as well as a 25% restocking fee to cover handling, testing, cleaning and repackaging expenses.
Configured and Built-to-Order Items
There are no returns allowed for products which have been specially built for you and shipped by the manufacturer. These items are not routinely stocked at our warehouse and therefore cannot be returned.
Gas and Diesel Powered Items
There are no returns allowed for gas or diesel-powered items once said items have been oiled and/or gassed due to Federal regulations. If said items have been gassed or oiled they need to be taken to an authorized service center for repair which may be covered under warranty.
Installed Items
Once an item has been installed it cannot be returned. Any damage due to improper installation is the responsibility of the installer. A warranty claim can be made, but it is up to the discretion of the manufacturer if they will cover any costs associated with an incorrect installation.
Damaged Products
Please inspect all delivery packages carefully before signing for them. If a package looks damaged in any way as a result of the shipping process, please do not sign for it. Refuse delivery and contact a Pump Express customer service representative immediately with a description of the damage. We will contact the shipping company and begin a claim so that we can send a new product to you right away. If you are unsure whether the shipment looks damaged or not, please inspect it further and open it in front of the driver before signing that it has been received. It is your right as a customer to fully inspect any delivery packages. In the event that you notice concealed damages after the driver has left, you must notify Pump Express within 5 days of receipt.
Defective Products
Pump Express must be notified of defective products within 5 days of receipt. If you think your product may be defective, you can contact the manufacturer’s customer service department. Their certified technicians are standing by to help resolve your issues. Or you can call our customer service representatives for assistance. Please have your products model and serial number available in order to expedite the process.
