ONLINE PURCHASES

At Elephant Pumps’, we pride ourselves on great customer service and aim to ensure our customers are 100% happy with their purchase. In the unlikely event that you are not, please feel free to return your goods within 7 days of receipt of them, with proof of purchase for a refund, less a 10% handling fee.  All items can be returned to us providing they are returned in their original condition, including original undamaged packaging – unused (unless the goods are faulty).

Before returning any products for refund, you must receive authorisation along with a Return Material Authorisation (RMA) tracking number from Elephant Pumps Ltd.

Please call us at: 0800 999 7005 or 0151 214 1000

Or send a mail to:  returns@thepumps.co.uk

REPAIRS

Warranty Repair

Applies to products that fail during warranty period under specific product designated usage.  A product is not eligible for warranty repair if it has been modified or is found to contain out-of-warranty damage. Warranty repairs made during the warranty period are warranted for the remainder of the original warranty.

Warranty repairs are returned to the customer via DHL or similar carrier, carriage prepaid by ‘Elephant Pumps’.

Customer purchase order line items that are deemed warranty repairs are not invoiced.

Please Note: Warranty repairs will NOT be invoiced.

 Non-Warranty Repair

Applies to all products not covered under warranty.

The non-warranty repaired parts are warranted for one year.

Non-warranty repairs are returned to the customer via chargeable carrier or collected by the Customer from the manufacturer’s works.

Customer purchase order line items that are deemed non-warranty repairs are invoiced at the time of shipment.

Expedited Repair

Typically repairs are diagnosed, repaired and shipped back to the customer two to four weeks after receipt. Normal turnaround times are subject to overall factory workloads and parts availability. Customers may request high priority for their repair to get a short turnaround time (after receipt at ‘Elephant Pumps’) for an additional charge. Occasionally due to the nature of the required repairs, this service is not always available. If the high priority service is not available, the customer will be notified and given the option to proceed with the normal repair cycle, or order a replacement product.

No Fault Found

In the event that ‘Elephant Pumps’ or its suppliers performs standard tests and finds no problem with the unit, ‘Elephant Pumps’ will make at least three attempts to reach the customer contact listed on the RMA for further clarification. If the customer contact cannot be reached or the resulting discussion does not reveal a problem, the unit will be classified as a non-warranty repair, will be returned and ‘Elephant Pumps’, will charge an evaluation fee.

0800 999 7005

Mon - Fri: 8:00 - 17:00