RETURNS POLICY

Refund and Return Policies

This page explains Pump Express' Returns Policy and guidelines for returning merchandise. No returned merchandise will be accepted without a Return Goods Authorization (RGA) number. Please call our returns department to speak with a representative to obtain the RGA number and shipping instructions.

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, shipping prepaid and using the most convenient shipping method available to you. If you return a product that included free shipping on the initial order, 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, shipping prepaid and using the most convenient shipping method availble to you. If you return a product that included free shipping on the initial order, 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.

Configured and Built-to-Order Items Are Non Returnable

There are no returns allowed for products which have been specially built for your application and shipped by the manufacturer. These items are not routinely stocked at our warehouse and therefore cannot be returned.

Other pumps, which are specially configured and are not returnable are 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.

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.If you return a product that included free shipping on the initial order, 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. In addition Opened Merchandise will be subject to a 25% restocking fee to cover testing, cleaning and repackaging expenses.

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 may be made, but it is up to the discretion of the manufacturer to 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 customer service department of the pump manufacturer. The manufacturer has certified technicians standing by to help resolve your issue. You can also call our customer service representatives for assistance.  Please have your product's model and serial number available in order to expedite the process.

Manufacturer Warranty

Pump Express honors all manufacturer warranties. If you encounter an issue with a product purchased through Pump Express that is still covered by a valid manufacturer's warranty, please contact our Warranty Claims Department. We will assist you in getting your product evaluated as quickly as possible. In most cases the manufacturer will require you to first troubleshoot the issue with one of their technicans directly in order to obtain a case or claim number. This process can sometimes take several business days. Manufacturer warranties allow for repair or replacement only. Items are not eligible to return for credit. Customers are responsible for the shipping costs to send the warranty item back to the manufacturer or Pump Express and for the return shipping of the repaired item or replacement. 

Return Procedure

• Call our customer care service at 1-800-298-4100 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.