First and foremost, read the below to identify our policy on your situation, and then contact us.

PLEASE DO NOT CONTACT YOUR CREDIT CARD COMPANY TO STOP PAYMENT IN ORDER TO CANCEL YOUR ORDER WITH US.  See item “1” for simple order cancellations.

Born out of a spirit of fairness and desire to serve the collaborative best interests of our valued customers and our organization, the following scenarios represent a framework we utilize when navigating some, however not all, sensitive and frustrating moments during the order fulfillment process.  Please find and proceed through your specific situation related to your order from the list of typical scenarios below to learn how we will handle that particular situation:

1. Canceling Your Order?
2. Accepted Delivery With Product Damage (Non-Freight Carrier Caused)?
3. Accepted Delivery With Product Damage (Freight Carrier Caused)?
4. Accepted Delivery But Decided To Return It?
5. Cancelled Shipment In Transit?
6. Refused Delivery (Product Damage)?
7. Refused Delivery (Non-Product Damage Order Cancellation/Buyer Remorse)?
8. Unit Return & Replacement (Upon Our Advisement)?
9. Unit Return & Refund (Upon Our Advisement)?
10. Special Order Items Or Bulk Shipments

 

1. Canceling Your Order?

Cancellations are a routine operation in our business.  PLEASE DO NOT CONTACT YOUR CREDIT CARD COMPANY TO STOP PAYMENT IN ORDER TO CANCEL YOUR ORDER WITH US.  We will be happy simply cancel and refund your order assuming you adhere to the below:

1. Provided your order has not yet shipped out, we can cancel the order and issue you a refund in full. 
2. You must contact us in an email message prior to the item being shipped.  
   1. An item’s reporting of “Shipped” in the order status may be delayed from the actual shipment date and time.  As there may exist some delay between a published change in your order status and the date (and time) in which your order shipped, the date and time of actual shipment shall prevail in determining “refund-ability” of an order.
   2. Refund schedules are:
      1. Credit Card: 
      1. +4 business days.
      1. While our refund process is “same-day”,your own credit card company will take in excess of 4 business days to post the refund on your account.
      2. PayPal:
      1. + 4 business days
      3. Cashiers Check:
      1. + 10 business days
      4. Bank Transfer (Wire Transfer):
      1. +10 business days

If you do not cancel the order until after it has already been shipped, your situation will be handled according to situation 4 or 5 below.    

 

2. Accepted Delivery With Product Damage (Non-Freight Carrier Caused)?

We encourage you to test your product within 10 days of receipt.  Though uncommon, you may find the product with non-freight fault in workmanship or materials.  This would be handled as a standard manufacturer’s warranty claim.  If the item is not working correctly, and it does not appear to have been damaged during shipping, please see the paperwork that came in the original box for instructions on how to file a standard warranty claim with the manufacturer. The manufacturer is responsible for any manufacturing defects or deficiencies with its products.  Often times we see these as simple issues resolvable by phone. Please contact the manufacturer's customer service departments. They have expert technicians standing by to help solve your issue. Please have your model number and serial number available for fastest service. 

If you are without the manufacturer’s suggested warranty protocol, please reference the following instructions:

If upon un-boxing and/or at initial product assembly and/or testing a package appears to have been damaged or shipped with deficiencies in workmanship or materials (not due to shipping by the freight carrier) (and you did not refuse delivery), the item is often times mechanically sound, but will require some form of cosmetic (or even mechanical) correction.  Take the following steps:

1. Keep all the original packaging.  Until you have determined the magnitude of damage to and required remedy for your product, the original package may be evidence of the damage inflicted and may be required if unit replacement is required.
1. Discarding the original packaging and shipping materials prevents us from filing a shipping insurance claim and thus will negate your damage claim to repair or replace your unit with us, the manufacturer, or the freight company.
2. Access the situation:
3. Take pictures. 
4. Visually review your item's apparent mechanical functionality.  Take written notes.
5. Take pictures. 
6. If catastrophic or serious mechanical functionality or failure is not apparent, test your items’ mechanical functionality.  Take written notes.
7. Take pictures. 
8. By email, send us both the pictures and a brief description of the situation.
9. We will then determine the most affective and reasonable course of corrective action.  Your product will be subject to one of the of the following solutions in the following reasonable progression at our discretion:
   1. Parts will be sent to customer for replacement by the customer when possible (default primary solution).
   2. Unit repair and/or parts replacement at a local service center.
   3. Unit return and replacement. (see option 8)
   4. Unit return and refund. (see option 9)

 

3. Accepted Delivery With Product Damage (Freight Carrier Caused)?

If upon delivery you notice outer packaging damage, however you decided to accept shipment as the product within is assumed by you to be fine, we request you note to the freight carrier, upon signing for the delivery, “Possible Freight Damage”, on the delivery receipt while the driver is present.  If you discover later the product is damaged requiring remedy, a freight claim will be less arduous having previously noted it to the freight carrier.

If upon un-boxing and/or at initial product assembly a package appears to have been damaged during shipping by the freight carrier (and you did not refuse delivery), the item is often times mechanically sound, but will require some form of cosmetic (or even mechanical) correction.  Take the following steps:

1. Keep all the original packaging.  Until you have determined the magnitude of damage to and required remedy for your product, the original package may be evidence of the damage inflicted and may be required if unit replacement is required.
   1. Discarding the original packaging and shipping materials prevents us from filing a shipping insurance claim and thus will negate your damage claim to repair or replace your unit with us, the manufacturer, or the freight company.
   2. Access the situation:
      1. Take pictures. 
      2. Visually review your item's apparent mechanical functionality.  Take written notes.
      3. Take pictures. 
      4. If catastrophic or serious mechanical functionality or failure is not apparent, test your items’ mechanical functionality.  Take written notes.
      5. Take pictures. 
      6. By email, send us both the pictures and a brief description of the situation.
      7. We will then determine the most affective and reasonable course of corrective action.  Your product will be subject to one of the of the following solutions in the following reasonable progression at our discretion:
         1. Parts will be sent to customer for replacement by the customer when possible (default primary solution).
         2. Unit repair and/or parts replacement at a local service center.
         3. Unit return and replacement.  (see option 8)
         4. Unit return and refund.   (see option 9)

 4. Accepted Delivery But Decided To Return It?

If you received an item and decided to return it, you can do so within 30 days of delivery if all of the following requirements are met:

1. The item must be unopened, unused, and still in the original packaging.
2. No amount of fuel or oil may have been ran through the unit by the customer.
3. You must contact and notify us in writing (email) that you'd like to return the item within 10 calendar days of receiving the item.
4. You MUST contact us to get an RMA Number and return instructions PRIOR to returning the item.

If you return an item without all three of the above requirements being met, the item will be refused by the warehouse and come back to you with “Freight Collect” terms, and no product refund will be issued. 

If you meet all three of the above requirements, your refund will be issued in the full amount you originally paid:

1. LESS 25% restocking fee to cover:
   1. Product review upon our receipt
   2. Ourleaning and repackaging
   3. The re-sale of a now “pre-sold customer returned product”
   4. Compromised or non-transferable warranty during re-sale of a now “pre-sold customer returned product”
   5. LESS the original cost for shipping and handling the product to you as determined by Absolute Water Pumps (regardless of our offer of “free freight” or freight included).
   6. You will be responsible for return shipping, coordination, and handling charges to return the product to the warehouse.

5. Cancelled Shipment In Transit?

If you have not received a shipped item and decide to cancel the order, you can do so if all of the following requirements are met:

1. You MUST contact and notify us in writing (email) that you'd like to cancel the item or entire order.

Upon our confirmation that the order was successfully cancelled, your item or entire order refund will be issued in the full amount you originally paid:

1. LESS 25% restocking fee
   1. Product review upon our receipt
   2. Our cleaning and repackaging
   3. The re-sale of a now “pre-sold customer returned product”
   4. Compromised or lost warranty during re-sale of a now “pre-sold customer returned product”
   5. LESS the original cost for shipping and handling the product to you as determined by Absolute Water Pumps (regardless of our offer of “free freight” or freight included).
   6. LESS the cost for coordination, shipping, and handling of your returned item or order to the product warehouse

6. Refused Delivery (Product Damage)?

1. Notify the freight company that you are refusing the shipment due to visible freight damage and to return product to sender.
2. The following requirements must all be met to receive a refund in full and/or a replacement unit:
   1. Immediately notify us by phone (voicemail) and in writing (email) that you are (or have already) refusing the shipment due to visible freight damage (or within 6 hours of the delivery refusal).
   2. Provide emailed digital pictures and written assessment of the damage.
   3. The item must be unopened/re-boxed, unused, and still in the original packaging.
   4. No amount of fuel or oil may have been ran through the unit by the customer.
   5. You MUST contact us within 6 hours to get further instructions on an RMA Number, return, replacement, or refund.

If you refuse delivery of an item without all five of the above requirements being met, the item will be refused by the warehouse and come back to you with “Freight Collect” terms (of both warehouse return freight and final customer return freight costs), and no product return, replacement, and refund will be processed and issued. 

If you meet all five of the above requirements, your return and replacement or refund order will be processed accordingly.

7. Refused Delivery (Non-Product Damage Order Cancellation/Buyer Remorse)?

1. Notify the freight company that you are refusing the shipment due to order cancellation and that you would like to be billed pre-paid for the return freight cost.
2. The following requirements must all be met to receive a pro-rated refund:
   1. Notify us by phone (voicemail) and in writing (email) that you are (or have already) refusing the shipment due order cancellation within 6 hours of the delivery refusal.
   2. The item must be unopened, unused, and still in the original packaging.
   3. No amount of fuel or oil may have been ran through the unit by the customer.
   4. You MUST contact us to get an RMA Number and return instructions PRIOR to returning the item.

If you refuse delivery of an item without all four of the above requirements being met, the item will be refused by the warehouse and come back to you with “Freight Collect” terms (of both warehouse return freight and final customer return freight costs), and no product refund will be processed and issued. 

If you meet all four of the above requirements, your refund will be issued in the full amount you originally paid:

1. LESS 25% restocking fee
   1. Product review upon our receipt
   2. Our cleaning and repackaging
   3. The re-sale of a now “pre-sold customer returned product”
   4. Compromised or non-transferable warranty during re-sale of a now “pre-sold customer returned product”
   5. LESS the original cost for shipping and handling the product to you as determined by Absolute Water Pumps (regardless of our offer of “free freight” or freight included).
   6. LESS the return shipping, coordination, and handling charges to return the product to the warehouse (in the event that item 7.a. is not declared properly to the freight company and we incur your return freight cost).

8. Unit Return & Replacement (Upon Our Advisement)? 

Provided you are advised by us to return your unit for replacement, please follow the below protocol:

• Completely drain any potential trace oil and fuel from the unit
• Disassemble wheel kits or other attachments
• Re-package your product(s) in the original packaging. 
• Discarding the original packaging and shipping materials will require the customer to procure at the customer’s cost equivalent packaging and material so insure safe and secure return travel of a product.
• Label the exterior of your package with the RMA number we provided you.
• A freight carrier will be arranged and sent by other(s) to pick-up your item during normal business hours (8-5 pm, M-F).
• You can anticipate freight and tracking information from us upon shipment of the replacement, much in the same way we communicated during original order fulfillment.
• Units returned, reviewed, and found to be contrary to customer complaints or advisements and presently in sound cosmetic appearance, structural stability, and mechanical function will be subject to the terms of item 4, “Received Product But Decided to Return It”.

9. Unit Return & Refund (Upon Our Advisement)?

Provided you are advised by us to return your unit for a refund (pro-rated or other), please follow the below protocol:

• Completely drain any potential trace oil and fuel from the unit
• Disassemble wheel kits or other attachments
• Re-package your product(s) in the original packaging.
• Discarding the original packaging and shipping materials will require the customer to procure at the customer’s cost equivalent packaging and material so insure safe and secure return travel of a product.
• Label the exterior of your package with the RMA number we provided you.
• A freight carrier will be arranged by other(s) and sent to pick-up your item during normal business hours (8-5 pm, M-F)
• Upon receipt and thorough review of your returned unit, the refund (pro-rated or other) will be released based upon terms set forth in 1.c
• Units returned, reviewed, and found to be contrary to customer complaints or advisements and presently in sound cosmetic appearance, structural stability, and mechanical function will be subject to the terms of item 4, “Received Product But Decided to Return It”.

10.  Special Order Items Or Bulk Shipments

There are no returns allowed for products specially ordered for your and/or shipped direct by the manufacturer/warehouse.  These individual items nor bulk quantities are routinely stocked in-house cannot be returned.

• Engine driven/powered equipment cannot be returned with fuel and/or oil because of federal shipping regulations. If the product has been fueled or oiled, it will likely require remedy through an authorized service center for repair potentially covered by warranty only after our authorization.
• Drop shipped products from manufacturer or distributor warehouses having policies and instructions regarding cancellations, damage, returns, refunds, and warranty claims they have authority and financial responsibility over will supersede and/or be considered in addition to the above.

Other Areas You May Be Interested In

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