All customers have a period of 14 days from the day they receive the goods to notify Michael Smith Engineers should they wish to cancel or return an item. Once Michael Smith Engineers have been notified, the customer will be issued with a returns authorisation (RA) number and have a further 14 days to send the goods back to our Woking Office address at their own cost.
Michael Smith Engineers must refund the customer within 14 days of receiving the returned goods, provided the goods are returned as sold, and in original packaging. Items that have been used or have been installed, will not be accepted for a refund.
During the purchase process, the buyer must tick a box confirming they accept responsibility for their selection based on size, chemical compatibility and performance. We will therefore not accept returns for any of these reasons if the respective product has been used or removed from its packaging.
If the goods are damaged or faulty please contact our Customer Service Team within 48 hours of receipt on 01483 771871. A member of the team will process the claim for you and under certain conditions, supply you with a replacement where possible. Please do not fit or attempt to fit any products that are damaged, contact our Customer Service Team in such cases.
In order to process a return, you must return the goods alongside a copy of your completed RA form, and a short note explaining the reason for return. Please note that returns will not be processed without an RA number.
If returning an item due to a fault, some manufacturers will require the pump be sent to them to determine if the fault was caused by a manufacturing defect or incorrect installation. A refund will not be offered if the item's fault was caused by an installation or operation error.
If the fault is determined to be a manufacturing fault, a full refund or replacement will be provided.