Refund and Returns Policy

Last updated: 6 September 2026

This policy applies to purchases from The Pump Shed Australia (ABN 95 109 162 245).

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product has a major failure, you may be entitled to choose a refund or replacement and claim compensation for reasonably foreseeable loss or damage. If the failure is minor, we may choose to repair, replace or refund the product within a reasonable time.

Nothing in this policy limits your rights under Australian Consumer Law.

Faulty, Damaged or Incorrect Products

Contact us as soon as possible if a product arrives damaged, is faulty, is significantly different from its description or is not what you ordered.

Please provide:

Your order number
A description of the issue
Clear photographs or video where relevant
Any requested model, serial number or installation details

We may need to inspect or test the product before confirming the appropriate remedy. Where Australian Consumer Law entitles you to a remedy, reasonable return-freight costs will be covered or reimbursed by us.

Damage noticed at delivery should be reported promptly. Reporting delays will not remove any rights available under Australian Consumer Law.

Change-of-Mind Returns

We may accept a change-of-mind return when requested within 30 days of delivery, provided the product:

Is unused, uninstalled and in resaleable condition
Has not been connected to water or electricity
Is returned with its original packaging, manuals and accessories
Includes proof of purchase
Has been approved for return before being sent

Approved change-of-mind returns may incur a 15% restocking fee. The customer is responsible for return freight and the original delivery cost is not refundable.

Products Excluded From Change-of-Mind Returns

Change-of-mind returns are not accepted for:

Special-order or supplier-direct products
Custom-built or configured pump packages
Pipe, cable, chain or other goods cut to length
Products specifically ordered or manufactured for the customer
Installed, used, damaged or altered products
Electrical products that have been wired, connected or energised
Opened sealants, chemicals, tapes or consumables
Clearance products identified as final sale

These exclusions do not apply where a customer is entitled to a remedy under Australian Consumer Law.

Incorrect Selection

Customers should check product size, voltage, phase, pressure rating, connection type, compatibility and performance requirements before ordering.

Sizing recommendations rely on the information supplied by the customer. If information such as bore depth, pumping water level, elevation, pipe length, pipe size, power supply or required flow is incomplete or incorrect, the selected product may not be suitable.

If we supplied a product different from the product ordered, we will arrange an appropriate remedy. Incorrect customer selection is treated as a change-of-mind return.

Order Cancellations

Standard stocked products may be cancelled before dispatch. Special-order, configured or custom products may not be cancelled once ordering, assembly or preparation has commenced. Any unavoidable supplier cancellation or restocking cost will be disclosed before the cancellation is completed.

Orders already dispatched are handled under this returns policy.

Refund Processing

Approved refunds are issued to the original payment method. Please allow approximately 5–10 business days after approval for the payment provider to process the refund.

We do not issue a refund until the returned product has been received and assessed, except where otherwise required by law.

Starting a Return

Do not send a product back without contacting us first. Unauthorised returns may be delayed or refused where permitted by law.

Email: thepumpshedaustralia@gmail.com
Phone: 0408 055 236