This page covers returning a product (change of mind, faults, transit damage) and making a warranty claim. Your rights under the Consumer Guarantees Act 1993 apply throughout.
Part 1 — Returns
Can I return a product if I change my mind?
We strongly recommend that you email or phone us to resolve any questions or concerns about a product before ordering. If you wish to return an unopened and undamaged product within 7 days, please phone us first for approval. We reserve the right to refuse returns at our discretion, to charge a 20% restocking fee, and to withhold any charges we incurred while processing the order. In short: please talk to us before returning a product — you can't return goods and expect a full refund without discussing it with us first.
Your Consumer Guarantees Act rights
Under the Consumer Guarantees Act 1993 ("CGA"), you have guaranteed legal rights for goods and services you buy. These "consumer guarantees" include:
- Acceptable quality — goods are fit for their common purposes; free from minor defects; safe; durable; and acceptable in appearance and finish.
- Fit for particular purpose — fit for any particular purpose you made known to us, or which we represented they would be fit for.
- Match description — goods correspond with any description supplied.
- Match sample — goods correspond with any sample or demonstration model, where supplied by reference to one.
If goods or services we supply do not meet a consumer guarantee, we will meet our obligations under the CGA to provide a remedy. These guarantees are in addition to any manufacturer's warranty (see Part 2), and you may also have rights against the manufacturer directly.
The CGA does not apply where goods have been used in a manner, or to an extent, inconsistent with what a reasonable consumer would do, and the goods would otherwise have complied with the guarantee of acceptable quality.
Businesses: if you are acquiring goods or services for business purposes as defined in sections 2 and 43 of the CGA, you agree that the consumer guarantees in the CGA do not apply to that supply.
What happens if a product is faulty?
Minor: where goods don't comply with a consumer guarantee but can be remedied within a reasonable time, we will repair them or replace them with goods of identical type. If we cannot repair or replace within a reasonable time, we will refund the purchase price.
Major: a "major failure" is one that cannot be repaired, cannot be repaired within a reasonable time, or is a "failure of substantial character" under section 21 of the CGA. For a major failure you may return the goods and choose a replacement or refund — or keep the goods and receive compensation for their reduced value.
What if my goods arrive damaged?
Please check all goods are undamaged before accepting them from the courier. If goods arrive damaged, do not sign a receipt stating they were received in good order, and contact us within 24 hours of delivery. We will arrange the return and will repair, replace or refund at our election. Damaged goods must be returned in the condition received, with all original packaging and packing slips.
Who pays return shipping, and when will I get my refund?
Shipping costs to return goods to us are at the customer's expense. If returned goods are found not to breach any consumer guarantee, we may charge a fee for examining the goods and the cost of returning them to you. Goods must be returned within a reasonable period, with proof of purchase.
Refunds are issued at the discretion of Pumps Online and are normally processed within fourteen (14) days.
Part 2 — Warranty
What warranty do products come with?
Every product we sell is covered by its manufacturer's warranty, which we pass on to you in full. Warranty periods vary by manufacturer and product — the applicable period is stated on the product page or in the product documentation, and runs from the date of purchase by the original purchaser (the "Warranty Period"). If you're unsure of the warranty period for a specific product, contact us and we'll confirm it.
Exclusions. The warranty does not cover: normal wear and tear; damage caused by misuse, abuse, negligence or accident; unauthorised modifications or repairs; improper installation, maintenance or use; or damage from exposure to extreme conditions or corrosive environments not recommended in the product documentation.
How do I make a warranty claim?
To make a claim, the original purchaser must:
a) contact us at sales@pumpsonline.co.nz or 0800 473 414 within the Warranty Period;
b) provide proof of purchase (original sales receipt or invoice);
c) describe the defect or issue in detail.
Please note: this is a back-to-base warranty — the product must be returned to us for assessment. The warranty covers the product only and does not include labour charges (e.g. removal or reinstallation).
Evaluation. If the claim is approved we will, at our discretion: repair the product; replace it with a new or refurbished one; or refund the original purchase price.
Shipping. The cost of shipping the product to us for evaluation is borne by the purchaser; we cover shipping of the repaired or replaced product back to you.
Warranty and the CGA
This warranty is provided in addition to your rights under the Consumer Guarantees Act 1993, which cannot be excluded for consumers. Nothing in this policy limits those rights.
Limitation of liability
To the extent permitted by law (and without limiting your CGA rights), we are not liable for incidental, consequential or indirect damages — including loss of profits or revenue — arising from the use of, or inability to use, a product. If you acquire goods for business purposes, the CGA does not apply and the remedies in this warranty are your sole remedies.
Governing law & contact
This policy is governed by New Zealand law and any dispute is subject to the jurisdiction of the New Zealand courts.
The Pump Warehouse / Pumps Online — sales@pumpsonline.co.nz — 0800 473 414
This policy is subject to change without notice; please refer to our website for the most up-to-date information.
