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Rutland Pumps – Refunds, Returns & Withdrawal Rights Policy

Effective Date: 23 June 2026

Applies to: Business-to-Business (B2B) customers only

1. Overview

Rutland Pumps supplies products predominantly for commercial, industrial, agricultural, trade, municipal, and professional use.

Unless expressly agreed otherwise in writing, all orders are accepted on the basis that the customer is purchasing goods for business purposes.

Customers purchasing goods for personal or domestic use must notify Rutland Pumps before placing an order.

Unless otherwise required by applicable law, orders placed by Business Customers are binding and are not subject to consumer cancellation or change-of-mind rights.

Returns will only be accepted where goods are:

  • Faulty or defective within the applicable warranty period;

  • Incorrectly supplied;

  • Damaged in transit and reported within the required timeframe;

  • Eligible for cancellation or withdrawal under mandatory legislation.

This means: Business purchases are generally binding and cannot be returned simply because they are no longer required.

2. Definitions

Business Customer means any individual, sole trader, partnership, company, organisation, public authority, charity, or other legal entity purchasing goods wholly or mainly for purposes relating to trade, business, craft, profession, agriculture, industry, or commercial activity.

Consumer means an individual acting wholly or mainly outside their trade, business, craft, or profession.

Micro-Enterprise means a business or undertaking qualifying as a micro-enterprise or equivalent protected category under applicable law.

Distance Contract means a contract concluded exclusively by online, telephone, email, or other remote means.

Statutory Withdrawal Right means any cancellation or withdrawal right granted by mandatory law.

3. Customer Status and Applicable Rights

The rights available to a customer may vary depending upon:

  • Customer status;

  • Country of residence;

  • Delivery destination; and

  • Applicable mandatory laws.

Rutland Pumps reserves the right to request reasonable evidence of eligibility before accepting any claim based on statutory cancellation or withdrawal rights.

Nothing within this policy limits rights that cannot legally be excluded.

4. Statutory Withdrawal Rights

Where mandatory legislation grants a statutory withdrawal right, Rutland Pumps will honour those rights to the extent required by law.

Customers wishing to exercise such rights must notify Rutland Pumps in writing within the applicable statutory period.

Statutory withdrawal rights may not apply to:

  • Goods made to customer specifications;

  • Custom-built or configured systems;

  • Special-order products;

  • Personalised products;

  • Products assembled specifically for an order;

  • Opened chemical products, detergents, treatment products, consumables, oils, fuels, or liquids where resale is no longer reasonably possible;

  • Any products exempted under applicable law.

5. Order Cancellations and Payment Processing Fees

Once payment has been processed, Rutland Pumps may incur non-recoverable transaction costs.

Where permitted by law, Rutland Pumps reserves the right to deduct:

  • Payment processing fees;

  • Finance provider fees;

  • Currency conversion charges;

  • Merchant processing costs; and

  • Other non-recoverable transaction costs.

from any refund issued following cancellation.

6. Custom-Built, Configured and Special-Order Products

Certain products are assembled, configured, modified, sourced, programmed, tested, or manufactured specifically for individual customers.

These may include:

  • Pressure washer systems;

  • Softwash systems;

  • Trailer-mounted systems;

  • Van-mounted systems;

  • Hose reel assemblies;

  • Water treatment systems;

  • Bespoke equipment packages;

  • Special-order products.

Once procurement, assembly, configuration, testing, manufacture, or preparation for dispatch has commenced, such products may not be cancelled or returned except where required by law or where the goods are faulty.

This means: Products built specifically for your order are generally non-returnable.

7. Inspection, Installation, Commissioning and Use

Inspection does not include:

  • Installation;

  • Vehicle mounting;

  • Commissioning;

  • Operational use;

  • Introduction of chemicals, detergents, oils, fuel, or consumables;

  • Modification or disassembly.

Where goods have been installed, commissioned, fuelled, contaminated, modified, or used beyond what is reasonably necessary to inspect them, Rutland Pumps reserves the right to refuse the return or reduce any refund where permitted by law.

8. Delivery, Transit Damage and Missing Parcels

Damage on Delivery

Goods must be inspected upon delivery.

Visible damage must be recorded on delivery paperwork and reported within 24 hours together with photographs.

Missing or Lost Parcels

Customers may be required to complete carrier documentation before replacement or refund claims can be processed.

Failure to retain packaging, provide photographs, or cooperate with carrier investigations may affect claim eligibility.

9. Warranty Returns

Warranty claims must be reported with proof of purchase and details of the fault.

Warranty does not cover:

  • Incorrect installation;

  • Frost damage;

  • Dry running;

  • Chemical attack;

  • Poor maintenance;

  • Misuse;

  • Operation outside specification;

  • Unauthorised modification;

  • Fair wear and tear.

Rutland Pumps may request photographs, videos, or inspection before authorising a return.

10. Return Authorisation

Returns require prior written approval and a valid Returns Authorisation Number (RAN).

Unauthorised returns may be refused.

Unless otherwise agreed, return shipping costs remain the customer's responsibility.

11. Condition of Returned Goods

Returned goods must be:

  • Complete;

  • Clean;

  • Properly packaged;

  • Suitable for safe transport.

Goods showing installation, contamination, modification, damage, or excessive use may be rejected or subject to deductions.

Approved discretionary returns may incur a restocking fee of up to 20%.

12. Packaging, Return Preparation and Collection Charges

Customers should retain original packaging until satisfied the goods are not faulty.

Where Rutland Pumps arranges collection, associated collection, handling, inspection, storage, repackaging, administration, or carriage costs may be deducted from any refund where permitted by law.

13. Refunds and Credits

Approved refunds, repairs, replacements, or credits will be processed after inspection.

Refunds may be subject to:

  • Restocking fees;

  • Collection costs;

  • Non-recoverable transaction costs;

  • Deductions permitted by law for diminished value.

Refunds are normally processed within 10 business days of approval.

14. Acceptance of Goods and Commercial Use

Goods shall be deemed accepted where they have been:

  • Installed;

  • Commissioned;

  • Integrated into other systems;

  • Resold;

  • Leased;

  • Hired out; or

  • Put into commercial use.

Acceptance does not affect warranty rights relating to genuine manufacturing defects.

15. Fraud Prevention and Chargebacks

Customers agree to contact Rutland Pumps before initiating a chargeback or payment dispute.

Where a chargeback is resolved in favour of Rutland Pumps, the customer remains liable for the original invoice value together with any reasonable recovery, administration, legal, or chargeback costs to the extent permitted by law.

16. Commercial Equipment Suitability

Customers are responsible for ensuring products are suitable for their intended application, operating environment, chemical compatibility, electrical supply, water supply, and installation requirements.

Advice is provided in good faith but does not constitute a guarantee of suitability.

17. Technical Advice and Product Information

Specifications, photographs, videos, drawings, demonstrations, performance data, and technical advice are provided for guidance only.

Minor variations in appearance, specification, or supplied components shall not constitute a defect where the product remains substantially fit for purpose.

18. Product Availability, Supplier Changes and Specification Variations

Rutland Pumps reserves the right to substitute, improve, update, or modify components where reasonably necessary.

Delivery dates are estimates unless expressly agreed otherwise in writing.

Rutland Pumps shall not be liable for delays caused by supplier shortages, transport disruption, customs delays, force majeure events, or circumstances beyond its reasonable control.

19. Governing Law

This policy shall be governed by the laws of England and Wales.

Any dispute shall be subject to the jurisdiction of the courts of England and Wales except where mandatory law provides otherwise.

Nothing in this policy limits any rights that cannot legally be excluded.

20. Contact Details

Rutland Pumps Ltd

📧 sales@rutlandpumps.co.uk

📞 +44 (0)1572 729412

🌐 www.rutlandpumps.co.uk
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