Home » Refunds & Returns Policy

Refunds & Returns Policy

Refund & Returns, Complaints

Policy

Macerator Pumps / Macerator-Pumps.com
Last Updated: 08/10/2025

1. Introduction

This Complaints, Refund & Returns Policy explains how customers can raise concerns, request refunds, or return products purchased from Macerator-Pumps.com. This policy works alongside our Terms & Conditions and Delivery Terms.

By placing an order with us, you agree to follow the procedures outlined below.

2. Complaints Procedure

We aim to provide a straightforward and efficient service. If you are dissatisfied with any aspect of your order, delivery, or product, please contact us so we can resolve the issue as quickly as possible.

2.1 How to Submit a Complaint

You can contact us using the following details:

Email: sales@macerator-pumps.com
Phone: 0203 885 1996

Address:
Macerator Pumps
26 Dundonald Street
Preston, Lancashire
PR1 4SN
United Kingdom

2.2 Response Time

We aim to acknowledge all complaints promptly and resolve them as soon as possible. Some cases may require investigation, particularly where courier claims or product inspections are involved.

3. Returns Policy (30 Days)

We offer a 30-day returns period from the date of purchase.

3.1 Conditions for Returns

To qualify for a return, the item must be:

  • Unused

  • In its original packaging

  • In resellable condition

Returns that do not meet these requirements may be rejected.

3.2 Return Shipping Costs

Return shipping costs are the customer’s responsibility unless:

  • The item arrived damaged

  • An incorrect item was supplied

  • Delivery exceeded 5 working days

3.3 Refund Processing

Refunds are issued within 7 days after the returned item has been received, inspected, and approved.
Refunds are processed to the original payment method.

3.4 No Restocking Fees

No restocking fees are charged for accepted returns.

4. Reporting Issues With Your Order

To ensure we can resolve problems efficiently, customers must follow the reporting timeframes below.

4.1 Damaged Goods

  • All items must be inspected within 48 hours of delivery.

  • Visible damage at delivery should be refused or not signed for.

  • If damage is identified after delivery, customers must notify us within 48 hours, or replacements may become chargeable due to courier claim limitations.

4.2 Incorrect or Missing Items

  • Any incorrect or missing items must be reported within 48 hours of delivery.

  • If the error is ours, we will resolve it at no cost to you.

4.3 Faulty Goods

  • Faults must be reported within 48 hours of delivery.

  • Photographic evidence may be required to assist assessment.

Faulty items may need to be returned to us for inspection before a replacement is supplied, unless otherwise agreed.

If a replacement is required urgently, a temporary payment may be required and refunded once the returned item is confirmed faulty.

If the item is found not to be faulty, return or redelivery charges will apply.

5. Warranty Claims (3-Year Warranty)

All items include a 3-year warranty covering manufacturing defects.

Under the warranty:

  • Replacements are provided for confirmed manufacturing faults

  • Refunds are not provided for warranty claims outside the 30-day returns period

  • Items must be returned in clean, secure packaging for assessment if requested

Warranty does not cover issues caused by:

  • Incorrect installation

  • Misuse, modification, or accidental damage

  • Lack of maintenance

We strongly recommend installation by a qualified tradesperson.

6. Cancellations

Orders may be cancelled before dispatch for a full refund.
If the order has already been dispatched, it must be returned under the 30-day returns policy.

7. Delivery Delays

We aim to deliver orders promptly; however, next-day delivery cannot be guaranteed.

If delivery takes longer than 5 working days, customers may be entitled to free return postage.

We are not liable for courier delays or consequential losses (e.g., missed installation appointments).

8. Contact Details

For complaints, refunds, or returns:

Email: sales@macerator-pumps.com
Phone: 0203 885 1996

Address:
Macerator Pumps
26 Dundonald Street
Preston, Lancashire
PR1 4SN
United Kingdom

How to Arrange a Return

To arrange a return, customers must contact us by email before sending any item back. This ensures you receive the correct return instructions and authorisation.

1. Contact Us by Email

All return requests must be made by email:

Email: sales@macerator-pumps.com

Please email us as soon as possible and always within the 30-day returns period.

2. Keep Your Order Number

Customers should always keep a record of their order number, as this makes the return process smoother and quicker.

3. Information You Must Provide

When requesting a return, please include:

  • Your order number

  • Your purchase date

  • The reason for return

This information is required so we can confirm your eligibility for free return postage (for example, if the item was incorrect, damaged, or delivered after 5 working days).

4. Return Authorisation Required

Customers must contact us before returning any item.

We will provide:

  • Return authorisation

  • The correct return address

  • Any instructions needed to complete the return safely

Items returned without prior authorisation may be delayed in processing.

5. No Restocking Fees

We do not charge restocking fees for accepted returns.

6. Our Response Time

We aim to respond to all return requests swiftly and promptly within 24–48 hours.

7. Refund Processing

Refunds are processed back to your original payment method within 7 days after we receive the returned goods and they have been inspected and approved.

8. Returning in Person

Customers are welcome to return items in person.

Please contact us first to arrange a suitable time and ensure the return can be processed correctly.