Returns & Refunds

Strict RMA policy

Returns are handled strictly under Liquidflow’s Return Merchandise Authorisation (RMA) process and in accordance with applicable law. Do not return any product without a written RMA instruction from Liquidflow.

Notify us within 7 calendar days of receiving goods if you wish to request a return. The maximum return window is 10 working days from the date you received the goods.

The “Pristine” rule

For a correctly supplied item to be eligible for credit, it must be returned unopened and unused, complete with all accessories and in its original, saleable packaging. Packaging that is oil-stained, torn, written on, heavily marked or otherwise unsaleable will result in the return being rejected.

Zero tolerance on use

A pump, motor or electrical item is deemed used and is strictly non-returnable for credit if it shows any sign of installation, operation or handling beyond reasonable inspection. This includes a scratch on mounting feet, water in a volute, termination marks on terminals, altered cables, damaged seals or any evidence of energising, fitting or commissioning.

Incorrect, damaged or defective goods

If we deliver an incorrect product, or goods arrive damaged or appear defective, notify us as soon as reasonably possible and retain the product, packaging and all accessories for assessment. Once confirmed, Liquidflow will arrange an appropriate remedy in line with applicable law and the relevant manufacturer warranty, which may include collection, repair, replacement, credit or refund.

For a pump or electrical item, do not install, energise, alter or continue using equipment that appears damaged or defective unless a qualified technician has confirmed that it is safe to do so.

Handling and re-stocking fee

All correctly supplied items approved for return attract a minimum 20% handling and re-stocking fee to cover administration, testing and warehousing. Direct return-delivery costs are for the customer’s account unless Liquidflow confirms that the product was supplied incorrectly or is subject to a valid defect claim.

Specification and ordering errors

The customer is responsible for confirming the correct voltage, head, flow, model, dimensions and application before placing an order. Liquidflow is not responsible for an order placed with incorrect specifications. An approved exchange for upsizing, downsizing or a different specification attracts the standard handling and re-stocking fee, as well as any price and delivery difference.

Special manufacture and special-order goods

Special-manufacture, custom-configured, made-to-order and goods specifically sourced for a client cannot be returned for credit or change of mind. This does not exclude a remedy that is required by applicable law for incorrectly supplied, unsafe or defective goods.

Refund timing and method

After an approved return is received and inspected, any refund or credit will be processed using the original payment method where possible. Processing time depends on the payment provider and bank. Delivery, installation, commissioning and other completed services are refundable only where required by law or agreed in writing.

Your statutory rights

This policy applies to business-to-business and consumer transactions to the extent permitted by law. It does not limit rights that cannot lawfully be excluded. Whether the Consumer Protection Act applies to a business customer depends on the transaction and the customer’s legal status and statutory threshold.