Faults & Warranty Claims

Title

Last updated: 27 October 2026

1. Your rights

2. How to make a claim

3. What we assess

4. Outcomes & costs

5. Limits on liability

1. your rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

 

Pump Spares Direct (PSD) is an independent supplier of OEM and aftermarket pump parts. Some parts also carry a manufacturer's warranty. Any manufacturer's warranty is in addition to, and does not replace, your rights under the Australian Consumer Law.

 

If a part we supplied fails, contact us first. We will work through it with you and our supplier. You do not need to deal with the manufacturer yourself.

2. how to make a claim

Contact us at hello@pumpsparesdirect.com.au or 1300 314 955 (Monday to Friday, 8am to 5pm AEST/AEDT) as soon as practical after you notice the problem. Please include your order or invoice number, a description of the fault and when it started, photos of the part and its installation, and, where relevant, operating details such as duty point, pumped fluid, temperature and running hours.

 

We will give you a return authorisation (RMA) number and tell you where to send the part. Please don't send goods back without an RMA so they don't go astray, and keep the failed part until the claim is resolved.

 

If your claim is accepted, we will reimburse your reasonable cost of sending the part back. If the part can't be returned without significant cost (for example, a heavy or installed item), contact us and we will arrange how it is collected or inspected.

3. what we assess

We, or our supplier on our behalf, will inspect the part to work out why it failed. The guarantees cover parts that are not of acceptable quality, are not fit for a purpose you told us about, or do not match their description.

 

A failure is not a fault in the part where it was caused by how the part was installed, operated or maintained after supply. Common examples are dry running, cavitation, water hammer, chemical incompatibility with the pumped fluid, abrasive wear, electrical supply faults (such as voltage spikes, phase failure or missing overload protection), incorrect installation or misalignment, operation outside the manufacturer's performance curve, modification, and normal wear and tear.

 

A part supplied to the part number or specification you gave us is not faulty just because it does not suit your pump. Our Returns and Refund Policy explains the options in that case. Parts should be installed by suitably qualified people in line with the manufacturer's instructions.

4. outcomes & costs

If the part has failed to meet a consumer guarantee, we will provide the remedy you are entitled to. For a major failure, you can choose a refund or a replacement. For other failures, we will repair, replace or refund the part. We will also reimburse your reasonable return freight. We will keep you updated and give you the outcome in writing.

 

Before any inspection that could attract a fee, we will tell you the likely cost and ask for your approval. If the inspection shows the failure was caused by one of the factors in section 3 rather than a fault in the part, we will explain why in writing, and the approved inspection or "strip and quote" fee, plus freight to send the part back to you, are payable by you. If you don't approve the fee, we will return the part to you at your cost or hold it for collection for 30 days.

5. limits on liability

Nothing on this page excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law, or any other right that cannot lawfully be excluded.

 

If the goods are not of a kind ordinarily acquired for personal, domestic or household use or consumption, then to the extent the law allows, our liability for a failure to comply with a consumer guarantee is limited to one of the following, at our option: replacing the goods or supplying equivalent goods; repairing the goods; or paying the cost of replacing the goods, acquiring equivalent goods, or having the goods repaired. For those goods, and to the extent the law allows, we are not liable for indirect or consequential loss, including loss of production, downtime, crane hire, liquid haulage, or labour to remove or reinstall the goods.

 

Questions about a claim: Pump Spares Direct, Australia-wide. 1300 314 955. hello@pumpsparesdirect.com.au