Filter Poly-Spun Jumbo 10" 1 micron

Pro Pump & Filtration – Return & Exchange Policy

At Pro Pump & Filtration, we stand behind the quality of our products and services. Our return policy is designed to comply with New Zealand consumer law while ensuring fairness to both our customers and our business.

1. Change of Mind Returns

• Products may be exchanged only if they are unopened, unused, and in the same condition as when supplied.

• Products must be returned in their original packaging with all accessories, manuals, and documentation.

• Returns must be made within 14 days of purchase, accompanied by proof of purchase (invoice or receipt).

• A restocking fee of up to 15% may apply to cover handling and administration costs.

• Shipping costs for returning goods are the responsibility of the customer, unless otherwise agreed in writing.

2. Exclusions

The following products are not eligible for return or exchange, unless required under the Consumer Guarantees Act (CGA):

• Products that have been opened, installed, or used.

• Custom-ordered or specially manufactured items.

• Perishable, consumable, or hygiene-sensitive items (e.g., UV lamps, filters, cartridges) once packaging has been broken.

3. Faulty or Defective Goods

• If a product is faulty or does not meet acceptable quality standards under the CGA, we will provide a repair, replacement, or refund at our discretion.

• Claims for faulty goods must be made as soon as the fault is discovered and supported with proof of purchase.

4. Shipping and Risk

• Customers are responsible for returning products to our premises in Auckland, New Zealand.

• Risk of damage or loss during return shipping rests with the customer. We recommend using a tracked courier service.

5. Services and Installations

• Service work and installations are covered under the CGA for reasonable care, skill, and fit-for-purpose outcomes.

• Callouts, labour, and parts associated with misuse, neglect, or external causes (e.g., power surges, foreign objects, or poor water quality) are not covered under warranty.

Pro Pump & Filtration – Shipping Policy

At Pro Pump & Filtration, we take care to ensure your products are packed securely and delivered promptly. Please read our shipping policy below for details on how we handle deliveries.

1. Shipping within New Zealand

• We deliver nationwide across New Zealand using trusted courier services.

• Standard delivery timeframes are 2–5 business days for most stocked items.

• Rural deliveries and oversized items (such as large pumps or tanks) may take longer.

2. Shipping Costs

• Shipping costs are calculated based on the size, weight, and delivery address of your order.

• Shipping charges will be displayed at checkout before you confirm payment.

• Any additional costs for rural or oversized deliveries will be communicated before dispatch.

3. Order Processing

• Orders are processed during business hours: Monday to Friday, 8:00am – 5:00pm.

• Orders placed after hours, on weekends, or on public holidays will be processed on the next business day.

• In-stock items are dispatched within 1–2 business days after payment has been received.

4. Tracking Your Order

• Once your order has been dispatched, you will receive a confirmation email with your tracking number (if applicable).

• You can track your shipment directly via the courier’s website.

5. Delivery Responsibility & Risk

• All orders are carefully packed before dispatch. Once an order has been collected by the courier, risk of loss or damage passes to the customer.

• Pro Pump & Filtration is not responsible for delays, loss, or damage caused by the courier.

• Customers are responsible for ensuring the delivery address provided is correct. We cannot be held liable for items delivered to an incorrect address supplied by the customer.

6. Large or Bulky Items

• Certain products (e.g., pumps, tanks, or equipment requiring pallet delivery) may require special freight arrangements.

• We will contact you prior to dispatch to confirm delivery costs and requirements.

7. Click & Collect / Pickup

• Customers may arrange to collect their order directly from our premises in Auckland.

• Please contact us in advance to confirm collection time and availability.

8. International Shipping

• We can ship internationally upon request.

• International shipping costs are quote dependent, based on the destination country, size, and weight of the order.

• Customers must request a shipping quote before confirming payment.

• Additional duties, customs charges, or taxes are the responsibility of the customer.