Refund & Return Policy

Clear, fair, and transparent return guidelines for trade and commercial customers.

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Last updated: November 2025

1. Overview 

2. Change of Mind & Incorrect Selection

3. Faulty, Damaged, or Incorrectly Supplied Goods

4. The Return Process (RMA Requirement) 

5. Restocking Fees & Goodwill Returns 

6. Condition of Returned Goods

5. Warranty Claims vs. Returns 

5. Refund Timeframes 

1. general

Pump Spares Direct (“PSD”) specialises in the procurement and supply of industrial equipment and technical spare parts for trade, commercial, and rural applications. Because the vast majority of our catalogue consists of specialised components sourced specifically for your order directly from Original Equipment Manufacturers (OEMs) and national suppliers, our return policy is strictly limited compared to general retail stores. 

 

We encourage all customers to double-check model numbers and technical specifications before ordering, as we cannot accept returns simply because a part was ordered incorrectly.

2. change of mind & incorrect selection

Due to the "procure-to-order" nature of our supply chain, PSD does not accept returns for "change of mind" or where the Customer has simply ordered the wrong part. Once an order is placed and the stock has been allocated or dispatched by our suppliers, we become financially liable for that stock. 

 

Consequently, we cannot offer refunds, credits, or exchanges if you decide the part is no longer required or if you have misidentified your pump model. This policy applies to both OEM and aftermarket components and is subject only to your non-excludable rights under the Australian Consumer Law.

3. faulty, damaged, or incorrectly supplied goods

If the item you receive is significantly different from the description, is visibly unsafe or defective upon arrival, or has been incorrectly supplied by PSD (i.e., we shipped a part number different from what was on your Order Confirmation), you are entitled to a remedy. In these instances, PSD will provide a repair, replacement, or refund at no cost to you. You must notify us of any such discrepancies or defects within 7 days of delivery. Failure to report issues within this timeframe may result in the claim being rejected, particularly regarding transport damage.

4. the return process (rma requirement) 

To streamline returns and ensure goods are routed to the correct warehouse, no goods are to be returned without a valid Return Merchandise Authorisation (RMA) number.

 

Step 1: Contact our support team at hello@pumpsparesdirect.com.au with your order number, photos of the item, and the reason for the return.

 

Step 2: If the return is authorised, we will provide you with an RMA number and the specific return address (which may be a supplier’s warehouse or a PSD facility).

 

Step 3: Goods returned without an RMA or sent to the wrong address may be rejected at the dock or result in significant processing delays.

5. restocking fees & goodwill returns

In exceptional circumstances, PSD may, at its sole discretion, agree to accept a return for a non-defective item as a goodwill gesture. In such cases, a strict restocking fee of 15% to 25% will be deducted from the refund amount. This fee is necessary to cover the administrative costs, freight recovery, and restocking charges imposed on us by our upstream suppliers. The customer is also responsible for the cost of return freight to the nominated warehouse.

6. condition of returned goods

For a return to be accepted (whether for credit or exchange), the goods must be in strictly resellable condition. This means the item must be unused, uninstalled, free from grease or damage, and in its original, undamaged manufacturer packaging. If a part has been installed, run, or modified in any way, it cannot be returned for credit under any circumstances. PSD and our suppliers reserve the right to inspect returned goods before issuing any refund; if the goods are deemed not to be in resellable condition, they will be returned to the Customer at the Customer's expense.

 

7. warranty claims vs. returns

Please distinguish between a "Return" (a part that is wrong or damaged on arrival) and a "Warranty Claim" (a part that fails after being installed and used). If a product fails during operation due to a manufacturing defect, this is handled under our Warranty Policy, not this Refund Policy. Please refer to the Warranty Policy page for details on coverage, exclusions (such as dry running), and the claims process.

 

8. restocking fees & goodwill returns

Once a return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed immediately, and a credit will automatically be applied to your original method of payment (credit card or bank transfer). Please note that banks and payment providers may take 3–7 business days to post the funds to your account.