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Terms & Conditions

Can I cancel my order?
Yes. You can cancel your order at no cost until it ships from our warehouse.  For customer satisfaction we ship same day on orders before 2pm EST or next on orders after 2pm EST. So cancellations must be immediate if the order was a mistake. Cancellation requests should be sent to
What if my order was already shipped?
Once shipped we will take returns on unopened packages for up to 30 days after the date of order. Please see the return policy terms below.
At, we are fully committed to your complete customer satisfaction. That is why we offer our “Worry Free Guarantee.” Please review the following guidelines. As always, feel free to contact us directly with any questions or comments. We're here to help!

What is your return policy?
Once shipped we will take returns on new, unopened packages for up to 30 days after date of order given that:
  • All items must be received back new, in original packaging and in resalable condition.
  • All items must be received within 15 days of return authorization.
  • The cost of the original and return shipping are the responsibility of the buyer. We will give a full refund of the order balance left after the cost of the shipping and handling is deducted. 
Please contact us and we will help you through the returns process.
Do you require buyers to return items in their original shipping containers and/or packaging?
Yes. Items must be returned in original packaging and received back in resalable condition. Please be advised that we use professional foam padding in exactly the right spots to prevent breakage on the first shipment. It is very hard to successfully replicate our packaging and return any porcelain products without damage.  
To protect you from this unfortunate case, we urge you:
- Please purchase shipping insurance on your return shipment for the full value of the items you're returning. If the item is damaged in shipping, we can not issue a refund, and you would lose the full value of the item. We don't want this to happen to you. That's why insurance through UPS or FedEx is important. It's a very inexpensive way to cover the full value of the shipped item, so there is no risk in shipping your return.

Will you or the buyer pay for postage on returns?
Buyer is responsible for shipping costs on returns. 
What if I can't get the right permit or pass inspection?
We encourage all our customers to contact your local code officers prior to purchase if you are going to have inspections since buyer is responsible for all inspection and any code issues. If you run into a problem with zoning/code enforcement and need to return your purchase, our standard return policy terms will apply
What if I just found out that this won't work for my installation. Now what?
The same 30 day return policy applies, please see the terms above.

We strongly urge you to do all of your research and make 100% sure you're ordering the correct pump that will work for your installation, as returns are laborious and expensive on this large item.

If I refuse the UPS Shipment, is that the same as a return?
No. If you do not cancel prior to shipping then the above "return policy" applies. Refusing a UPS shipment is not the same as a pre-authorized return, which is required for any kind of refund. If you "refuse" a shipment, you will be charged for the UPS return shipping costs, which are automatically billed to us on any refused item. 
What if my item arrived damaged?
When your order is delivered, inspect it carefully and promptly. In the rare event that you find any damage or missing parts, we will promptly ship a replacement to you at zero cost – if we are notified within one business day after delivery. Keep all original packaging materials, as damaged items need to be returned to us intact, as you received it, packed in its original box and packaging material.

Damage must be reported to our office and UPS within 24 hours of deliveryAfter 24 hours of receipt of shipment no damage return exceptions apply. This is a UPS insurance policy rule so we have absolutely no flexibility in this matter. We can only file a claim with them within the first 24 hours. 

If damage is reported within 24 hours, we will send you a replacement item right away.
Email us immediately at to report a damaged shipment.

Returns for warranty issues
In case of warranty issues, your items will be repaired or replaced by the manufacturer directly according to their warranty terms and conditions. Please note that after the boxes are opened and/or the items installed, the item is no longer considered "new and resalable" and can not be returned to us. In case of any technical issues the item is now covered under the 2 year manufacturer warranty and rest assured your items will be repaired or replaced by Saniflo directly. The manufacturer is solely liable for any product defects or malfunctions.

Do you charge restocking or other fees?
No. We will give a full refund, after deducting the cost of initial shipping and handling.