Refund policy

Rutland Pumps – Refund & Returns Policy

Effective Date: 01/01/2025

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

 

1. Overview

We supply primarily to business customers. As such, orders are binding and we do not accept returns for change of mind or ordering errors unless expressly agreed in writing by Rutland Pumps.

Returns are only accepted if goods are:

  • Faulty or defective within the warranty period; or

  • Incorrectly supplied against the agreed order; or

  • Damaged in transit (reported within the specified timeframes below).

Where Rutland Pumps agrees, at its sole discretion, to accept the return of non-faulty goods, a restocking fee of 15% of the original invoice value will apply. This fee reflects inspection, handling, testing, repackaging, and administrative costs.

This means: If you simply no longer require an item, it is not automatically returnable — and where a return is approved, a restocking charge will be deducted.

 

1.1 Order Cancellations & Payment Processing Fees

Once an order has been placed and payment has been processed, payment processing and transaction fees charged to Rutland Pumps by third-party providers (including, but not limited to, Shopify Payments, card issuers, PayPal, or finance providers) are non-refundable.

Where a business customer requests cancellation of an order — including same-day cancellations — Rutland Pumps reserves the right to deduct any non-recoverable payment processing fees incurred as a result of the transaction from any refund or credit issued.

These fees are charged to us immediately upon payment processing and cannot be reclaimed once a transaction has been completed.

This means: Even if an order is cancelled before dispatch, payment processing fees may still be deducted from any refund as they are incurred at the time of payment.

 

2. Reporting Damage or Delivery Issues

2.1 Damage on Delivery

You must inspect goods before signing for them.

If damage is visible, note it clearly on the delivery paperwork and take photos before the driver leaves.

If you sign as “Received in good condition” or fail to record damage, our courier (e.g. DPD) may refuse a claim and we will be unable to replace or refund.

All damage must be reported to us in writing within 24 hours of delivery.

This means: Check your delivery before signing — once you sign for it as OK, damage claims may not be possible.

 

2.2 Missing or Lost Parcels

If a parcel is lost in transit, you must complete the courier’s “Lost Parcel Declaration” before we can make a claim.

Until the form is returned, no replacement or refund can be issued.

This means: If your order goes missing, you need to complete a form so we can recover the loss from the courier.

 

3. Warranty Returns

If a product develops a fault within the manufacturer’s warranty period, contact us at sales@rutlandpumps.co.uk with proof of purchase and full fault details.

We may require photos or videos to assess the issue before authorising a return.

Warranty does not cover misuse, incorrect installation, poor water quality, operation outside of specification, or use with incompatible equipment.

This means: Warranty applies to genuine manufacturing faults only — not damage caused by incorrect use or installation.

 

4. Return Authorisation

Returns will only be accepted if authorised in advance by Rutland Pumps and accompanied by a valid Returns Authorisation Number (RAN).

Items returned without a valid RAN will be refused and returned to the sender at the customer’s expense.

Unless otherwise agreed in writing, all return shipping costs are the responsibility of the customer.

This means: Do not send goods back without approval — unauthorised returns will be rejected.

 

5. Condition of Returned Goods

Returned goods must be:

  • In original packaging

  • Unused and uninstalled

  • In resaleable condition

Goods showing signs of use, installation, contamination, or modification will not be refunded unless confirmed as faulty under warranty.

Custom-made, special-order, or modified goods are non-returnable unless faulty.

Where non-faulty goods are approved for return, the 15% restocking fee will be deducted from any credit or refund issued.

This means: If we can’t resell it as new, it won’t be refunded — and approved non-faulty returns incur a restocking charge.

 

6. Refunds and Credits

If a return is approved, Rutland Pumps will confirm whether the goods will be repaired, replaced, credited, or refunded.

Any applicable restocking fee will be deducted prior to processing.

Refunds or credits will be processed within 10 business days of inspection and approval.

Please allow additional time for your bank or card provider to process the transaction.

Refunds issued to business customers will be net of any applicable restocking charges and any non-refundable payment processing or transaction fees incurred at the time of order placement.

This means: Refunds are subject to inspection, applicable deductions, and are not instant.

7. Contact Us

If you believe you are eligible for a return, please contact:

📧 sales@rutlandpumps.co.uk

📞 +44 (0)1572 729412
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