Customer Service
Shipping & Delivery
ALL ITEMS PURCHASED ON-LINE ARE PROCESSED NEXT DAY BEFORE DISPATCH
All items in the catalogue are shown Excluding VAT.
While we can take orders over the telephone we cannot offer free delivery (minimum charge £15). Credit cards will be charged 3% over the phone, no charge for debit cards. There is no delay in shipping for items ordered through the website.
Shipping for stock items is usually within 3 days depending on region and carriers available. If your order is in stock at our warehouse or at our supplier we will despatch on the next working day after your order.
Delivery times are subject to change if the item is out of stock with our supplier. Weekend or orders placed on a Bank holiday will be despatched on the next working day. We cannot give times and dates of delivery. Please call our office to check availablity before you order.
During Christmas and New Year our warehouse will be closed. Orders over this period will be despatched on the first working day after New Year.
Delivery times depend on the time scale stated for each product. FREE Shipping Promotions Only items ordered on-line over £100 are eligible for free shipping
Some items are occasionally marked for Free shipping. Items ordered over the phone may be subject to a £15 delivery charge.
If these items are returned for refund each item will be subject to a £15.00 carriage handling charge. Channel Islands (Zero rated VAT) All transactions are classed as UK orders and are charged VAT. No online transactions are classed as Zero rated. If a customer orders online and pays an invoice with VAT they will not have any right to a deduction or refund.
- Privacy & Security
This site and its contents are administered by Pumps UK Online (herein known as 'the Company'). The primary purpose of the site is to be a dynamic resource and business tool to help you create your future. We want you to feel secure when visiting our site and are committed to maintaining your privacy when doing so.
On occasion we analyze it to determine what is most effective about our site, to help us identify ways to improve it, and eventually, to determine how we can tailor the site to make it more effective. We may also use data for other purposes, which we would describe to you at the point we collect the information.
We do not generally seek to collect sensitive personal data through this site other than for the purposes of the site. If we do seek to collect such data, we will ask you to consent to our proposed uses of the data. We may also collect some sensitive personal data incidentally. By providing us with unsolicited sensitive personal data, you consent to our using the data subject to applicable law as described in this notice.
The references to "sensitive personal data" are to the various categories of personal data identified by European and other data privacy laws as requiring special treatment, including in some circumstances the need to obtain explicit consent.
These categories comprise personal identity numbers, personal data about personality and private life, racial or ethnic origin, color, nationality, political opinions or convictions, membership of political parties or movements, religious, philosophical or other similar beliefs.
We are interested in maintaining your privacy and creating a valuable resource for you to use. If you have any questions now or during your visit, please contact us via our webmaster at webmaster.
We will not sell individual information and will share it only with our advisors.
- Returns & Replacements
- All items have a 1 year warranty unless stated otherwise.
In the case of unwanted products these must be returned in the same condition that they were despatched to you. If the product is damaged of has been used we will not be able to give a refund. All refunds are subject to a 30% handling and re stocking charge. The refund will only be for the goods and not the delivery charges.
Please ensure you select the correct pump before you buy.
Warranty Returns Form - This form must be completed in full and returned before any inspection is undertaken to any returned unit. ALL ITEMS MUST HAVE THE FORM ATTACHED/TAPED TO THE OUTSIDE OF THE BOX OR THEY CAN NOT BE ACCEPTED.
Please call to obtain a returns number before sending any pumps back. Contact Rob on 01732 762 541 The returns address is as follows;
Pumps UK Online
Warranty department
Unit A2 Chaucer business Park
Kemsing
TN15 6PW
PUMPS TO INSPECTED UNDER WARRANTY MUST ARRIVE BACK TO US BEFORE THE END OF THEIR WARRANTY DATE.
Please note all items have to be inspected before any replacements or credits can be issued. The turn around for this can be between 1 - 3 months.
It is the customer’s responsibility to ensure the returned pump arrives safely. Pumps UK Online will not take any responsibility for items lost or damaged in the mail. Pumps UK cannot refund any carriage charges incurred when sending a pump back. Returned Grundfos pumps will incur an Extra £100 warranty inspection fee, which will be credited back to customer if the fault is found to be the manufacturers.
Surplus stock - Items sold as surplus stock are not subject to a standard warranty. However if they are found to be defective after 6 months you can still return the items for inspection. If found to be a manufacturing fault rather than an installation fault you will be able to claim a full or partial refund.
How do I cancel an order? To cancel an order you must contact us immediately. We will normally be able to help you with cancellation unless your order has already been dispatched. Your item will be subject to a 30% restocking/delivery charge if the item is signed for.
