At Water Pumps Direct, we want you to be confident in your purchase. This page explains in plain English how returns and refunds work. It should be read alongside our full Terms and Conditions and Warranty Information.
Your Rights under Consumer Law
All our products are covered by the Australian Consumer Law (ACL). You are entitled to a repair, replacement or refund if the product you buy from us:
- is faulty or develops a fault through normal use,
- is unsafe,
- doesn’t do what we said it would do, or
- is different from its description or sample.
These rights apply automatically to every purchase and cannot be excluded.
Repair, Replacement or Refund
When a product is confirmed as failing to meet a consumer guarantee, the remedy provided will depend on whether the issue is major or minor:
- Minor problem – we will, at our discretion, arrange a repair in the first instance. A replacement or credit may be offered if repair is not possible within a reasonable time. Refunds are not available for minor issues unless repair or replacement is not feasible.
- Major problem – you are entitled to choose a replacement, credit, or refund.
When issuing a remedy, we and/or the manufacturer may take into account:
- the type of product purchased,
- how the product was likely used,
- the reasonable lifespan of the product, and
- the amount of use it has already had.
We will assist with warranty claims, but you may also approach the manufacturer directly if you prefer. To make a claim, you must provide valid proof of purchase (such as a Tax Invoice).
No Remedy Will Be Provided If:
- you change your mind after purchase,
- you selected the wrong model, size or specification,
- you misunderstood how to use/install the product,
- you knew of or accepted any faults before purchase,
- the problem was caused by you (e.g. incorrect installation, misuse, or ignoring instructions),
- you asked for a service that caused the problem,
- you have already received a remedy for the same issue,
- the product was improperly installed or operated, or
- you cannot provide proof of purchase.
Change of Mind
We do not offer refunds or exchanges for change of mind as a standard practice. Please choose carefully and contact us before ordering if you’re unsure which product is right for you.
In limited cases, and only where we agree in writing at our discretion, we may accept the return of an unused product in its original packaging. Where approved:
- A restocking fee of 25% of the product purchase price applies (minimum $50 fee).
- Return freight costs are the customer’s responsibility.
- If the product was sold with “free shipping”, shipping and handling costs will be deducted.
- Any surcharges or transaction fees are non-refundable.
Refunds are only processed once the product has been received, inspected, and confirmed to be in resaleable condition.
Warranty
Most products are covered by a manufacturer’s warranty. You can contact us for assistance or approach the manufacturer directly. In many cases, the product will need to be assessed by the manufacturer or an authorised service centre before a repair, replacement, or refund can be approved.
See our Warranty Information page for more details.
Refunds
- Refunds are processed to your original payment method once approved.
- Delivery charges are generally non-refundable, unless the product was faulty or not as described.
- You may be responsible for return freight unless the return is due to a fault or our mistake.
- For change-of-mind returns or discretionary refunds, transaction fees, shipping costs, and restocking fees are excluded from refunds. For major faults under the Australian Consumer Law, full refunds apply.
How to Arrange a Return
- Please inspect your delivery on arrival and let us know within 7 days if anything is damaged, missing or incorrect so we can remedy it quickly.
- Provide your proof of purchase (e.g. Tax Invoice, or by replying to the email containing it) and details of the issue, with photos where possible.
- We’ll confirm the next steps — this may include returning the product to us or to a manufacturer/authorised service centre for assessment.
- Please do not send anything back without approval.