Due to transit delays on all shipping carriers, we are experiencing shipping delays of up to 10 days

Return and Exchange Policy
At StennerPumpParts, our goal is for you to be completely satisfied with your purchase. It is difficult to treat all returns the same due to the varying sizes and nature of the products, but our mindset is that we want to be fair to our customers.

Any items received that you believe are incorrect, must be brought to the attention of the StennerPumpParts customer service department within 7 days of delivery in order for the incorrect parts to be replaced.  Any requests made after 7 days cannot be honored.

Due to the custom nature of all Stenner pumps, they are not returnable for any reason other than manufacturer defect.  Returns of Stenner pumps for manufacturer defects will be handled on a case by case basis and the pumps will typically be returned to Stenner for factory repair and returned to the original owner.

Defective Merchandise

Defective merchandise will be refunded once approved from the manufacturer. We are not responsible for any labor costs, which occur as the result of the installation of wrong or defective parts, but will work hard to resolve the manner promptly. Customer Satisfaction is our number one goal so any problems that arise StennerPumpParts strives to satisfy the customer and resolve the situation quickly.

StennerPumpParts is only responsible for replacement or refund of a defective item and is not responsible for any consequential or subsequent damages or claims arising from any defective product, under any circumstances.

UPS or Fed Ex Damaged or Missing Merchandise

Please be sure to inspect the package(s) thoroughly. Even if the box(es) looks damaged, the product may be absolutely fine, but don’t assume that. Open the box(es) and check it thoroughly. If it is indeed damaged, please notify us to start the replacement process or fill out the return form stating the item was damaged and a new one needs to be sent. We will arrange to have the damaged box(es) picked up and have a replacement shipped as quickly as possible. Stenner Pump Parts will not be responsible for returns that do not follow this procedure.

All damaged or missing merchandise not requiring a signature that ships via UPS or Fed Ex that does not come on a skid or via Semi-Truck (Freight) must be claimed by end of business on the day that the item is delivered. If claimed same day you must send a picture of the original packaging and all the parts to [email protected]. A claim will be filed with the manufacturer and the situation will be resolved as quickly as possible. If the item is claimed after the day it was delivered claims will be much more difficult to process with no guarantee of replacement. Our primary goal is to ensure customer satisfaction which is why claims need to be made upon day of delivery. If you sign for the package, a claim needs to be made at the time of signing for the package. Please note on the drivers receipt any missing or damaged merchandise.

Freight & Pallet Shipments Damaged or Missing Merchandise

All damaged or missing merchandise that ships via Semi-Truck (Freight) or that is signed for at delivery must be noted on the drivers receipt upon delivery. Please mark what is missing or damaged on the drivers receipt before the driver pulls away. After marking the drivers receipt with what is missing or damaged take the package inside and take a picture of the original packaging, all the parts in the packaging and any visible damage and send it to [email protected]. It our primary goal to ensure customer satisfaction that is why any missing or damaged merchandise needs to be written on the Driver Receipt before the driver leaves. If the Drivers Receipt is not signed with the missing or damaged merchandise the claims will be much more difficult to process with no guarantee of replacement.

Cancellation

You can also cancel items that have not been shipped yet, unless it is a special order or custom item. To cancel an order that has not yet shipped, please call our customer service department immediately. Once an item or an order has been shipped it cannot be canceled, and you will have to process a general return.


Refunds

We will notify you via e-mail of your refund once we have received and processed the returned item. Please note: we will refund shipping costs only if the return is a result of our error.

We will do our best to process the return quickly. Please allow 14-21 days for processing. Refunds will be credited to the original purchasing credit card account number only. If you paid by check please allow an additional 14-21 days for delivery of check via USPS. To begin processing a return, please call our customer service department.


Exchange Policy

The above Return Policy also applies to exchanges. We will apply the payment for your first order, minus original shipping and handling costs, to your second order as long as the second order is of equal or greater value. Note: The original order item(s) must be returned to us first.


Refused Shipments or Incorrect Address Policy

If you refuse delivery or provide an undeliverable address as your ship to address and your order is returned to us, you will be credited for the purchase price less a restock fee or 10% and original cost of shipping (even if order was processed with Free Shipping ). You may pay to reship your order after providing updates to your ship to address. Note: No refund will be available if the order was a special or custom order.


Special Order Items Policy

Special order items are not returnable for any reason other than freight damage or defective product.


Liability Limitation

Under no circumstances will StennerPumpParts be financially responsible to cover the cost of water damage resulting from the improper installation, improper handling, neglect, not replacing filters according to recommended maintenance schedules, improper set up, failure to insure there are no leaks, or any other cause of water damage, including product malfunction or defect. There are no exceptions. We will however, try to work with you to resolve the problem as quickly and painlessly as possible.

Warranties

All warranties are included on the product pages of our website for each specific product.

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