Returns and Refunds

Returns and Refunds Policy

What the customer needs to do:

  • Step 1: Call us at 724-864-5959 to discuss the nature of the problem. We have found that the majority of issues can be corrected without returning the product. We do not discuss or negotiate refunds and returns via email as we believe in person conversations provide the clearest and most concise communication when dealing with problem issues.
  • Step 2: If the problem requires returning the product for issues unrelated to problems caused by the customer, we will cover the cost of the return. We will jointly decide if the shipping cost is added to the refund or if Simply Pumps will provide a free return shipping label.

If it is later determined that the problem was related to the user, the shipping cost may be deducted from the refund.

All returns should be sent to:

Simply Pumps
Attention Returns
8650 Broadway St, STE 1
Westmoreland City, PA 15692

It is very important that return shipments are properly packaged to avoid damage to the product. Damage related to improper packaging will only complicate the refund and return process. If you are unsure of how to package the product or if you do not have the proper supplies to properly package the product, we would suggest taking the product to a 3rd party shipping store such as a UPS or FedEx shipping center.

Under what circumstances do you offer returns and refunds?

  • Non defective product return requests – If the product is not defective and the customer does not like the product or the customer changes their mind, the customer will be required to pay for the return shipping and a 20% restocking fee will apply and this process needs to happen within 10 days of receiving the product. The returned product must be in a condition suitable for resale. Special orders are not eligible for returns.
  • Non defective product exchange requests –If the customer would like to exchange the product for a different product, the customer will be required to pay for the return shipping this process needs to happen within 10 days of receiving the product. The returned product must be in a condition suitable for resale. Special orders are not eligible for returns.
  • Products received damaged requests –For products that arrive damaged, the customer must call us at 724-864-5959 within 5 days of receiving the product.
  • Wrong products received requests –If the customer receives the wrong product, the customer must call us at 724-864-5959 within 5 days of receiving the product. We will replace the product and pay for all the associated shipping costs.
  • Faulty products under warranty requests –For faulty products, we must be notified of the problem by telephone as follows:
    • Standard Products warranted for 45 days of receiving the product.
    • Brushed Motors warranted for 90 days of receiving the product
    • Brushless or Stepper Motors warranted for 180 days of receiving the product
  • For products that never arrive to the customer and the shipping address provided is accurate – we will replace the product and pay for all the associated shipping costs.
  • Cancellation of standard products can be made prior to shipping.
  • Cancellation of special order products may be subject to a 25% cancellation fee.

Timeframe for accepting returns:

  • Non defective product return requests within 10 days of the customer receiving the order.
  • Non defective product exchange requests within 10 days of the customer receiving the order.
  • Products received damaged requests within 5 days of the customer receiving the order.
  • Wrong products received requests within 5 days of the customer receiving the order.
  • Faulty products under warranty requests
    • Standard Products warranted for 45 days of receiving the product.
    • Brushed Motors warranted for 90 days of receiving the product
    • Brushless or Stepper Motors warranted for 180 days of receiving the product

When the customer can expect a refund

Refunds will be initiated and processed within 5 days of

  • Receiving the return or faulty product
  • Simply Pumps agreeing to issue a refund

Normally refunds are made by issuing a credit via the credit card used for the initial purchase.