ECS Pumps Ltd – Returns & Refunds Policy
Last updated: 21 November 2025
This Returns & Refunds Policy applies to all purchases made through www.ecspumps.co.uk for drainage parts, pumps, air blowers, treatment plants, pump stations, and associated equipment supplied by ECS Pumps Ltd.
By placing an order with us, you agree to the terms outlined below.
Under the Consumer Contracts Regulations, you may request to return non-faulty items within 14 days of receiving your order.
Non-faulty returns will only be accepted where:
the item is unused, uninstalled and in as-new condition
the item is returned in original packaging
all manuals, fittings, cables and accessories are included
the item is suitable for resale
Customers are responsible for all return shipping costs.
We strongly recommend using a tracked and insured courier service, as ECS Pumps Ltd cannot accept liability for goods lost or damaged during return transit.
For hygiene, safety and commercial reasons, the following items cannot be returned unless defective:
treatment plants
pump stations
bespoke or made-to-order items
special-order products sourced specifically for the customer
electrical items that have been installed, wired, tested or used
equipment that has been connected to wastewater, effluent or chemicals
consumables such as filters, membranes, seals or service kits once opened
items showing signs of installation or attempted installation
Where products are supplied to customer specification, ECS Pumps Ltd reserves the right to refuse cancellation or return unless the item is faulty.
If goods arrive damaged or develop a fault, please contact us as soon as possible.
Damage must be reported within 48 hours of delivery.
We may request photographic or video evidence to assist with courier claims.
If a product develops a fault during the warranty period:
We may request:
photographs of the item
serial numbers
installation details
return of the item for manufacturer inspection
If a fault is confirmed, we will provide one of the following:
repair
replacement
refund
depending on the product and manufacturer warranty process.
If testing shows the item is not faulty, or has failed due to:
incorrect installation
misuse
unsuitable application
electrical issues
environmental conditions
the return may be rejected and inspection or handling fees may apply.
For non-faulty returns, ECS Pumps Ltd reserves the right to apply a restocking fee of up to 20% depending on the product and its condition upon return.
Large or heavy items such as:
treatment plants
pump stations
heavy pumps
may incur higher restocking charges due to transport and handling costs.
Approved refunds will normally be processed within 7–14 working days using the original payment method.
Please note:
original delivery charges are non-refundable
refunds are issued only after returned goods have been inspected and approved
All returns must be authorised before being sent back.
To request a return authorisation, please contact us:
📧 sales@ecspumps.co.uk
📞 01420 358500
Returns Address
ECS Pumps Ltd
Unit 6, The Stoneyard
Alton Lane
Four Marks
GU34 5AJ
United Kingdom
Items returned without prior authorisation may be refused.
Orders may be cancelled before dispatch for a full refund.
Once goods have been dispatched, the standard returns process applies.
Custom or special-order items cannot be cancelled once procurement or manufacturing has begun.
We may exchange items that are:
unused
uninstalled
in original packaging
Return shipping costs remain the customer’s responsibility unless the item is faulty.
This policy is in addition to your statutory rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.