FAQ
FAQs, Shipping, Warranty & Returns Policy
Returns Policy
We accept returns on all unused and unopened products within 30 days of delivery. To qualify for a return, the item must be in brand-new condition, unused, unfitted, and returned in its original packaging.
Approved returns may be refunded or exchanged for an alternative product. Refunds are subject to a 30% restocking fee, and return freight costs are the responsibility of the customer.
Please note, products that have been installed, used, damaged, or returned without original packaging are not eligible for return.
Change of Mind Returns
Please choose carefully before placing your order. Returns are not accepted for change-of-mind purchases where:
* You no longer require the item
* You found the product cheaper elsewhere
* You decided you no longer like the product
* You ordered the incorrect item
Consumer guarantees do not apply in these situations.
Order Cancellations
Orders that have already been dispatched cannot be cancelled. If delivery is refused after shipment, the order will be treated as a standard return and processed in accordance with our returns policy.
Freight Damage & Delivery Inspection
Inspecting Your Delivery
Customers are responsible for inspecting goods upon delivery before signing the freight carrier’s delivery receipt. Signing without inspection may result in the customer being required to lodge any freight damage claims directly with the carrier.
Possible Concealed Damage
If the packaging appears damaged or compromised, we recommend noting “Possible Freight Damage” on the delivery paperwork before signing. This helps streamline any future freight claims if hidden damage is later discovered.
Visible Damage
If goods arrive clearly damaged, do not accept the delivery. Please:
- Refuse the shipment; and
- Contact us as soon as possible so we can assist with replacement arrangements and freight claims.
Warranty Information
Faulty or Defective Products
We recommend inspecting and testing all products within 15 days of receiving your order to ensure everything is operating correctly.
If you experience an issue, many faults can often be resolved quickly over the phone with troubleshooting assistance. If the issue cannot be resolved remotely, please contact us so we can assist with the warranty process.
Most products supplied include a manufacturer’s warranty of up to 2 years; however, warranty periods may vary depending on the brand and product type.
We are happy to act as your first point of contact and assist with warranty claims directly with the manufacturer where required.
Customers may also contact the manufacturer directly for technical support and troubleshooting assistance.
Warranty Exclusions
Warranty claims may be declined where products have been:
* Incorrectly installed
* Misused or modified
* Damaged due to improper application
* Used outside manufacturer specifications
Frequently Asked Questions
Shipping Policy
Orders are generally processed within 1–3 business days after payment confirmation, excluding weekends and public holidays.
Important Delivery Information
Due to ongoing supplier material shortages and freight network delays, stock availability and delivery estimates may occasionally change without notice.
While we aim to keep all customers updated, we recommend contacting us directly for current stock availability and estimated arrival times.
Please also allow additional time for dispatch and delivery during peak freight periods.
Estimated Delivery Timeframes
Delivery times below are approximate and commence after dispatch:
| Location | Estimated Delivery Time |
| Sydney, Melbourne, Adelaide | 1–5 business days |
| Newcastle, Brisbane, Canberra, Geelong | 2–6 business days |
| Perth, Hobart, Darwin | 3–8 business days |
| Regional VIC, NSW & SA | 5–12 business days |
| Regional WA, TAS & QLD | 4–13 business days |
| Far North WA, Far North QLD & NT | 7–16 business days |
Please note: Deliveries are handled by third-party freight providers. In some cases, orders may be delivered to a nearby depot, collection centre, post office, or service location rather than directly to your address.
Shipping Costs
Flat Rate Freight Charges
| State | Freight Cost |
| NSW, ACT & QLD | $40 |
| VIC, WA, SA, NT & TAS | $60 |
Why Aren’t All Vertical Pumps Listed Online?
Certain manufacturers, including Grundfos and Davey Water Products, restrict the online advertising of some vertical multistage pump ranges.
If you require pricing or specifications for VM pumps, please contact us directly with your requirements for a quotation.
Do Website Prices Include GST?
Yes — all pricing displayed on our website includes GST unless otherwise stated.
I Can’t Find the Pump or Model I Need
If you cannot locate a specific pump, brand, or replacement model on our website, send us a photo or your pump details and we’ll do our best to source a suitable option for you.
How Do I Update My Shipping Address?
Your most recently used shipping address is automatically saved to your account for convenience. You can update or change the shipping address during checkout before finalising your order.
What Payment Methods Do You Accept?
We currently accept:
* Credit Cards
* Debit Cards
* PayPal
Paying with PayPal
PayPal provides a secure and convenient way to complete your purchase online.
During checkout, you’ll be redirected to the PayPal payment portal to finalise your transaction. Once payment has been successfully completed, an order confirmation will automatically be generated.
PayPal offers a fast, simple, and secure payment experience.