Returning Goods
Return of damaged goods.
If your order arrives in a damaged condition, please notify us straight away so that we can correct the situation quickly. We can either collect the faulty goods and send a new replacement, or it might be quicker to send a new component, depending on the product in question.
For example, fan cases on pumps can suffer damage in transit but might not affect the running of a motor. You can fit a pump and run it, so your pool or fish do not get delayed - and quickly fit a new part when we get one to you.
If you do not want the faulty goods replaced then we can collect them and give you a full refund.
Wrongly supplied items:
Should we make a mistake and send you the wrong goods, please notify us immediately so that we may rectify the problem at no extra cost to you. We will collect the wrongly sent goods and either send the correct goods or give you a full refund.
Wrongly ordered items:
If you inadvertently order the wrong products and do not realise this until they have been delivered to you, please notify us and we can arrange:
- either for you to return the item, suitably packaged, at your expense,
- or we can arrange the collection and return at your expense.
We would deduct the cost of the fist shipment cost to you as well as the return delivery to us, from your first payment to us - and return the balance.
These terms do not affect your statutory rights as a consumer.
Product Warranty:
All products are warranted by the manufacturer for a period of twelve months, provided that:
- that they have been installed correctly,
- they have been used for their correct application
- they have been fitted within their design parameters.
We are here to help, so please contact us if you need further technical clarification or information on any product. Should a product fail, please contact us immediately.
Most issues can be solved with a quick phone call. Whatever the outcome, please do not dispose of any part of a product; we will need any product that fails returned to us complete for examination.
Refunds and Cancellations:
You have the right to cancel your order up to 7 days after receipt of the goods.
Special orders for items that are made specifically for you, as a customer, incur a 50% restocking charge if you cancel the order.
- We will either make collection arrangements or you can return unused goods to us for a refund.
- Should we need to arrange a collection, we will need to make a charge to recover our carriage costs.
- Collection charges only apply to unwanted goods, and faulty goods will always be collected at no charge (as above).
We hope you will not have any complaints - but if you do, please contact us straight away and we promise to respond to your complaint fairly and in confidence. We will contact you within, at most, 5 days and give you a timescale for full resolution of your dispute. Our brief contact details are at the foot of every page on this site.
Our business classification:
Please note that we are classified as an industrial trade wholesaler and our relationship with our customers is based upon business to business terms and conditions. We will accept orders from private individuals on the basis that the terms and conditions remain as though we are supplying business to business.
Our full address and company details are on the contact page.
These terms do not affect your statutory rights as a consumer.