Looking for our shipping policy? All the details are on our Shipping Policy page.
We want you to be completely satisfied with your purchase. If you need to return an item, please review the policy below.
30-Day Return Window
You have 30 days from the date you receive your item to request a return.
Return Eligibility
To qualify for a return:
- Items must be unused, uninstalled, and in the same condition as received, including all original packaging and accessories.
- Custom-built items are not eligible for return.
- For any equipment that contains or could contain fluids (e.g., pumps, gearboxes):
- If the item has been opened or removed from its original factory-sealed packaging, it must be completely emptied, cleaned, and securely sealed to prevent leaks during return shipping. Please ensure all original plugs are reinstalled.
- Items returned in their original, unopened, factory-sealed packaging do not require fluid drainage.
How to Start a Return
You can initiate a return by:
- Logging into your account on our website and selecting the item you wish to return.
- Or contacting us via:
- The form on our Contact Us page
- Email: support@canpump.com
Once your return is approved, we’ll email you a Return Merchandise Authorization (RMA) number along with detailed return instructions and a prepaid return shipping label.
Return Shipping Instructions:
- For Domestic Orders (US orders on the US store, Canadian orders on the Canada store): We will provide a prepaid return shipping label.
- For Parcel-sized items: Your prepaid return shipping label will be for a designated carrier. You are required to drop off the package at a location specified by that carrier.
- For LTL Freight items: A pickup will be scheduled for your item by a specialized freight carrier. We'll provide you with all the necessary details for scheduling or confirming the pickup.
- For International Orders: We are unable to provide prepaid return shipping labels. You will be responsible for arranging and paying for the return shipping to our designated facility. We highly recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee receipt of your returned item.
Please do not send any items back without an RMA number, as they may not be accepted or processed.
Refund Options & Processing
We offer two ways to process your return, giving you flexibility based on your preference:
Option 1: Refund to Original Payment Method (Deductions Apply)
If you choose to receive a refund to your original payment method, a return processing deduction will be applied to the refund amount. This helps cover the costs associated with return shipping, handling, and processing.
- Parcel-sized items: 10% deduction
- LTL freight items: 20% deduction
Option 2: Full Store Credit (No Deductions!)
If you choose to receive your refund as store credit, we will issue the full value of your returned item, with no deductions applied!
Store credit never expires and can be used on any future purchase. This option helps us reduce processing costs and allows us to offer you the full value back for your continued loyalty.
Damaged or Incorrect Items
If your item arrives damaged, defective, or incorrect, please contact us immediately. We will resolve the issue at no cost to you.
Warranty Returns – No Fault Found
If a product is returned under warranty and is found to be fully functional with no manufacturing defect:
- The customer will be responsible for both return and re-shipping costs.
- A diagnostic fee may apply to cover testing and evaluation.
- No refund will be issued, as the product is not being returned for credit.
- Please note: If these costs (shipping charges and diagnostic fees) are not covered, the item will be held. An invoice for these costs will be provided, and the item will only be shipped back to you once payment is received.
We recommend contacting our support team for troubleshooting before initiating a warranty return to avoid unnecessary costs.
Refunds
Once we receive and inspect your return, we’ll notify you of the approval status. If approved, your refund will be issued to your original payment method (or as store credit, if selected) within 10 business days.
Please note:
- Original shipping charges are non-refundable.
- Your bank or credit card provider may take additional time to process the refund.
If more than 15 business days have passed since your return was approved, please contact us.