PUMP PARTNER – Return & Exchange Policy with Restrictions

We are committed to providing the highest level of customer service and support.

Because PUMP PARTNER contains a high-capacity lithium-ion battery, it is classified as a hazardous material (UN3480) and is subject to strict transportation regulations.

Due to these regulations, we will do our best to guide and assist customers in completing the return or exchange process. Please follow the steps below carefully:

1. Return or Exchange for Functional Damage Upon Delivery

You may request a return or exchange within 30 days of purchase if the product is functionally damaged due to manufacturing or shipping issues. Please email service@pumppartner.us and include:

• A description of the issue (photos or video if applicable)
• Proof of purchase
• Your contact information

We will respond within 2 business days with further instructions. Costs associated with approved damage or defect returns will be covered by PUMP PARTNER.

We cannot accept returns or exchanges caused by factors outside of our control, including but not limited to:

• Natural disasters: fire, earthquake, flood, lightning, storms
• Accidents, misuse, negligence, improper maintenance or cleaning
• Incorrect installation, hazardous use environments, unauthorized disassembly, repair, or modification
• Power surges, lightning strikes, or external events beyond product specifications
• Normal wear and tear: fading, scratches, discoloration from water, weather, or cleaning
• Use inconsistent with user manual or operating instructions

2. Unopened, Unused Returns Within 30 Days

• Return requests must be made within 30 days of the purchase date
• Products must be unopened, unused, and in their original packaging
• Proof of purchase is required
• Customer is responsible for return shipping costs based on actual carrier charges

Step-by-Step Return Process

1. Contact us at service@pumppartner.us to request a Return Merchandise Authorization (RMA) number
2. Do not ship the product without receiving RMA approval
3. Use the original packaging to ensure compliance and safe transportation
4. PUMP PARTNER will provide a return shipping label through an approved carrier (UPS or FedEx Ground only)
5. You cannot return the product via USPS or third-party drop-off locations
6. Once labeled and packed, arrange pickup with the carrier or drop off at an authorized hazmat location

⚠️ Additional Hazmat Transport Safety Requirements

• Product Condition: Product must not be damaged or tampered with. Opened or physically damaged units are not eligible for hazmat returns
• Power-Off Requirement: Ensure unit is completely turned off (no green or red indicator lights)
• Proper Packaging: Use the original or replacement hazmat shipping kit with intact outer box and foam padding securely in place
• Label Placement: Follow label placement guide. A compliant package must include:
  • Class 9 Dangerous Goods label
  • UN3480 lithium battery label
  • Hazmat Declaration (8-panel red frame)
  • Shipping & recipient label

Failure to meet these requirements may result in carrier rejection, delay, or regulatory violation.

Refund & Exchange Process

• Once we receive and inspect your return, we will notify you via email
• If approved, refunds will be processed within 2–5 business days to your original payment method
• Return shipping costs are non-refundable
• Shipping times for exchanged items may vary by location
• Email service@pumppartner.us if you need help with the return process — we are here to assist you every step of the way

Contact Us

If you have any questions regarding a return, please reach out to us at service@pumppartner.us. We’ll be happy to walk you through the process.

Thank you for your understanding and cooperation.