Customer Service Terms and Conditions

General Information

All items purchased online are processed the next working day.

Some items will come fitted with an EU plug. You may have to fit a UK plug yourself. Submersible pumps are not supplied with hosetails as standard. Hosetails and EU plugs are sold as an extra in the accessories section.

While we can take orders over the telephone we cannot offer free delivery (minimum charge £15) non-uk mainland customers and customers in certain areas may be subject to larger delivery charges. We do not accept credit cards over the phone, we only accept them online. There is no delay in shipping for items ordered through the website.

All items in the catalogue are shown Excluding VAT.

Zero rated VAT Status - (Channel Islands Included) - All transactions are classed as UK orders and VAT will be charged. No transactions are or will be classed as Zero VAT rated. If a customer places and order and pays an invoice with VAT they will not have any right to a deduction or refund.

As a UK based company and out of respect our suppliers in Europe we will only sell/ship to the United Kingdom. All orders placed from outside of the United Kingdom will be automatically cancelled. We also reserve the right to cancel any orders to a based UK company that we suspect will export. We cannot provide product/order support to other countries and recommend that you contact the pump manufacturer to find the relevant distributor in your country.

Shipping & Delivery

Shipping for stock items is usually within 2 working days depending on region and carriers available. Stocked items will usually say in the product description. If your order is in stock at our warehouse or at our supplier we will dispatch on the next working day after your order.

Next day shipping is only available for stock items which are ordered before 13:00 over the phone/ via proforma. Stocked items will usually say in the product description. Next day shipping for stocked items will also be subject to a minimum charge of £20+vat. If you are unsure, please call us on 01322 292 415.

If an order does not arrive when expected we 

Delivery times are subject to change if the item is out of stock with our supplier. There are products on our website that are not stocked at our warehouse, nor with our manufacturer's UK warehouses, therefore lead times can vary. This is why we recommend you contact us prior to purchasing to check current stock levels and lead times.

Any orders that are placed after this time will be processed the following day. Any orders which are placed for items which aren't in stock we will automatically credit you with the cost of next day shipping as well as contacting you to inform.

We offer free postage on orders over £100+ VAT only on our website. This applies to the majority of the mainland UK but not all locations (such as the Scottish highlands) due to extra costs from the delivery companies that we use. If you enter your postcode in the cart/basket page of the website then you will be able to check the accurate postage figure.

Weekend or orders placed on a Bank holiday will be dispatched on the next working day. We cannot give exact times of delivery. Please call our office to check availability before you order.

If you are not available to take a delivery on the specified date, you must let us know immediately. If we attempt to deliver your order and no-one is in, a re-delivery charge may be incurred.  

During Christmas and New Year our warehouse will be closed. Orders over this period will be dispatched on the first working day after New Year.

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 minimum of 30% restocking/delivery charge.

Privacy & Security

We do not store credit card details nor do we share customer details with any 3rd parties.

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.

Returns & Warranty

In the case of unwanted products. Items must be returned in the same condition that they were dispatched. If the product is damaged or has been used we will not be able issue a refund. All refunds are subject to a minimum of 30% handling and restocking charge unless stated otherwise. Refunds can be made on items only and not delivery charges. Items that are shipped from our warehouse and require a refund due to incorrect items ordered will be subject to a minimum of our carriage charge being deducted. Please ensure you select the correct pump before you buy.

All items have a 1 year warranty unless stated otherwise.

If an item is purchased with us and is shipped to an address outside of the UK, our UK warranty becomes Null and Void.

All items are subject to an inspection before a claim can be processed. Warranty claims are only issued for items that have a proven manufacturing fault. The warranty applies to the value of the item only and does not cover incidental charges or damages. Turn around times can vary considerably depending on the time of year and manufacturer from 1-2 weeks to a month.

Customer installation errors will not be covered under warranty. 

Please note, ABS warranty inspections will be subject to a inspection charge if not accepted under warranty. Inspection charges with ABS start at £40, plus any carriage fees. If it is a manufacturing fault, no charge will be applied and a replacement will be sent out.

To make a warranty claim please contact  our Warranty/Returns department on 01322 292 415 to obtain a warranty returns form and claim number. Sending a pump back without a completed warranty returns form and claim number may severely increase the turnaround time of your claim.

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. Please note items must be returned back to office before the end of their 1 year warranty.

Errors and Omissions

While we try to ensure the information on this website is accurate, we cannot guarantee this website is free from errors or omissions. From time to time we may have a software issue, have an unforeseen price change from the supplier, mistype, miscalculate or have another issue. If this occurs and we will endeavour contact you and explain the situation as soon as we spot the problem. In those cases we reserve the right to cancel the order as do you.