Returns
Goods purchased via our online store or via a phone order can be returned up to 14 days from date of receipt.
Goods purchased from our trade counter can be returned if faulty only, please ensure you require the goods before completing your purchase.
To be eligible for a return, your item must be unused, returned within 14 days of receipt of goods and in the same condition that you received it. It must also be in the original packaging.
Please contact sales@filpumps.co.uk within 48 hours of receipt of goods to advise us that you would like to return the goods.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Damaged Items
If your goods have been damaged in transit you must advise us within 72 hours of receipt. The courier’s paperwork should be marked ‘arrived damaged’. We will arrange for collection and replacement/refund.
Shortages and errors
If you discover that we have sent you an incorrect item, or an item is missing, you must advise us within 72 hours of receipt. We will ship the correct item as soon as we can. We will arrange to collect incorrect items or ask you to return it.
Faulty Goods
Please contact sales@filpumps.co.uk who can advise you of the length of product guarantee. You have the right to return a defective product for the length of the guarantee.
Before contacting us please refer to the trouble shooting guide in the manual.
After following the guide, if equipment is still defective, then please contact us and we may be able to offer further advice to resolve the problem.
NB. DO NOT attempt to repair or adapt the equipment during the warranty period. Any such interference will negate any claim under the guarantee.
You cannot return a non-defective product if it has been used or used in the wrong duty (service or application).
We will arrange collection of the defective product. If it is not faulty you will be charged for the cost of redelivery.
We aim to repair or replace any defective item with the same or a newer model. We reserve the right to replace it with an alternative brand capable of matching the duty. You will not be charged for delivery. At least 14 days is required from arrival at the warehouse to inspect and repair or replace the item.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 business days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@filpumps.co.uk.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@filpumps.co.uk and send your item to: Thainstone Business Park Aberdeen GB AB51 5GT.
Shipping
To return your product, you should mail your product to: Thainstone Business Park Aberdeen GB AB51 5GT
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £60, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at sales@filpumps.co.uk for questions related to refunds and returns.
