ECS Pumps Ltd
Last updated: 21st Nov 25
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 set out below.
1. Right to Return Non-Faulty Goods
If you wish to return an item that is not faulty, you may do so within 14 days of receiving your order.
Non-faulty returns are accepted only under the following conditions:
- The item is unused, uninstalled, and in as-new condition
- The item is in its original packaging, with all manuals, fittings, cables and accessories
- The product is suitable for resale
- The customer covers all return carriage costs
We strongly recommend using a tracked and insured courier service, as ECS Pumps Ltd cannot accept liability for items lost or damaged during return transit.
2. Items Not Eligible for Return (Unless Faulty)
For hygiene, safety and commercial reasons, the following items cannot be returned unless defective:
- Treatment plants
- Pump stations
- Bespoke, made-to-order, or special-order items
- Electrical items that have been installed, wired, tested, or used
- Components contaminated by wastewater, effluent, chemicals or site conditions
- Consumables (e.g., filters, membranes, seals) once opened
- Items showing signs of use, installation or attempted installation
Where an item is supplied specifically to customer specification, ECS Pumps Ltd reserves the right to refuse cancellation or return unless the item is faulty.
3. Faulty, Damaged or Incorrect Goods
If goods arrive damaged or develop a fault within the warranty period, please contact us immediately.
Damage in transit
- Must be reported within 48 hours of delivery
- Photographic or video evidence may be required
Faults under warranty
- We may request inspection photos, serial numbers, installation details or return of the item for manufacturer testing
- If a fault is confirmed, we will issue either:
- A repair,
- A replacement, or
- A refunddepending on the product and the manufacturer’s warranty process
If testing shows the item is not faulty or has failed due to incorrect installation, misuse, or unsuitable application, the return may be rejected and a fee may apply.
4. Restocking Fees
For non-faulty returns, ECS Pumps Ltd reserves the right to apply a restocking fee of up to 20%, depending on the product and condition upon return.
Large or bulky items such as treatment plants, pump stations and heavy pumps may incur higher restocking charges due to handling and transport costs.
5. Refunds
Approved refunds will be processed within 7–14 working days using the original payment method.
Please note:
- Original shipping charges are non-refundable
- Refunds will only be processed once the returned goods have been inspected and approved
6. How to Return Goods
All returns must be authorised before being sent back.
Please request a Return Authorisation by contacting:
Email: sales@ecspumps.co.uk
Telephone: 01420 358500
Returns Address:
ECS Pumps Ltd
Unit 6, The Stoneyard
Alton Lane
Four Marks
GU34 5AJ
United Kingdom
Items returned without prior approval may be refused.
7. Order Cancellation
Orders may be cancelled before dispatch for a full refund.
Once goods have been dispatched, the standard return process applies.
Custom or special-order items cannot be cancelled once manufacturing or procurement has begun.
8. Exchanges
We are able to exchange items that are unused, uninstalled, and in original packaging.
Return shipping costs are the responsibility of the customer unless the item was faulty.
9. Your Statutory Rights
This policy is in addition to your statutory rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.
