Returns Policy

Refund and Return Policies:

Thank you for shopping at Palmettopumpsystems.com. Our policy and guidelines for returning merchandise can be found below.

30 Day Return Policy:

You may return any products and accessories within 30 days of delivery for a refund. The item must be in new, unused condition. Simply return the item to us, shipping prepaid & using the most convenient shipping method available to you. Some products include free shipping, so if you return one of these products our actual outbound shipping costs will be deducted from your return refund.

Non-Stock & Opened Packages:

Any item that is not in stock at the time of purchase is subject to a 25% restocking charge. In addition, opened products and accessories are subject to a 25% restocking charge to cover testing, cleaning and repackaging expenses. Certain items like mechanical seals will not work properly once handled as the oils on a person’s hands will prevent them from properly resealing again. These items once opened are not returnable. All non-stock and opened items are still subject to the 30 day return policy, including freight deductions for items that qualify for free shipping.

Custom Configured and Built-to-Order Items Are Non-Returnable:

There are no returns allowed for products which have been specially built for you and shipped by the manufacturer. These items are not routinely stocked at our warehouse and therefore cannot be returned.
Some of our motor offerings are special ordered from the manufacturer, and not eligible for cancellation after placing the order at the factory. If a motor is not shown at In Stock at the time of ordering it may require a special order from the manufacturer.

Any pump which is specially configured and built on a custom package, skid, or base are not returnable.

Factory Direct Items:

Products shipped directly from the manufacturer cannot be returned to Palmetto Pumps. These items are shipped to you directly from the manufacturer and may be returned only with approval from the manufacturer. If approved, you may return the item directly to the manufacturer, shipping prepaid, using the shipping method of your choice. Some of the products we sell include free shipping, so if you return any of these products our actual outbound shipping costs will be deducted from your return refund. You will also be responsible for a 25% restocking fee to cover handling, testing, cleaning, and repackaging expenses.

Cancelled Orders

An order that has shipped cannot be cancelled! If you refuse an order which has already been shipped, you will be responsible for both the outbound and return shipping costs. In addition, opened merchandise will be subject to a 25% restocking fee to cover testing, cleaning and repackaging expenses.

Gas and Diesel Powered Items

There are no returns allowed for gas or diesel-powered items once said items have been oiled and/or gassed due to Federal regulations. If said items have been gassed or oiled they need to be taken to an authorized service center for repair which may be covered under warranty.

Installed Items

Once an item has been installed it cannot be returned. Any damage due to improper installation is the responsibility of the installer. A warranty claim can be made, but it is up to the discretion of the manufacturer if they will cover any costs associated with an incorrect installation.

Damaged Products

Please inspect all delivery packages carefully before signing for them. If a package looks damaged from the actual shipping process, please do not sign for it. Refuse delivery and contact a Palmetto Pump Systems customer service representative immediately with a description of the damage. We will contact the shipping company and begin a claim so that we can send a new product to you right away. If you are unsure whether the shipment looks damaged or not, please inspect it further and open it in front of the driver before signing that it has been received. It is your right as a customer to fully inspect any delivery packages. In the event that you notice concealed damages after the driver has left, you must notify Palmetto Pumps within 5 days of receipt. Please retain any packing material or packaging the order was received with. These materials may be necessary to approve credit on a damaged claim.

Manufacturer Warranty

Palmetto Pumps honors all manufacturer warranties. If you encounter an issue with a product purchased through www.palmettopumpsystems.com that is still covered by a valid manufacturer’s warranty, please contact our Warranty Claims Department. Palmetto Pumps will assist you in getting your product evaluated as quickly as possible. In most cases the manufacturer will require you to first troubleshoot the issue with them directly to obtain a case or claim number. Manufacturer warranties allow for repair or replacement only. Items are not eligible to return for credit. Please note that the manufacturer’s warranty process can take anywhere between 2 to 4 weeks to process.

Warranty Shipping & Handling

Palmetto Pumps will assist customers in the filing and follow up of all manufacturer warranty claims. The manufacturer’s policy does not cover any shipping or handling charges associated with any repaired or replaced material. The warranty is good for a replacement pump of the same make and model. There are no cash refunds/credits for approved warranty requests. If a manufacturer approves a warranty Palmetto Pumps will happily ship the replacement item. All shipping costs for doing so will be the responsibility of the customer, and will be charged prior to shipment. In addition, a $25 handling charge for ground shipments, and $35 charge for freight shipments will be included in the cost of the shipping in order to cover the cost to package the pump properly prior to shipping.