Thank you for shopping with APW Distributing, Inc. and Portable Power Equipment.
We proudly stand behind every item sold and strive for 100% customer satisfaction.
Please see below for our product return guidelines.

INSPECT YOUR ORDER

Please inspect and test all items within 15 days of delivery.  If you feel there is a problem with your order upon inspection, please contact us immediately before attempting to use the item.  Contact our Customer Support Team at 888-279-9274 or email us at support@pwpump.com.

DAMAGED PRODUCTS

Damage to the shipping container must be reported to the carrier at the time of receipt of the product. After inspecting the product if you find there is damage to the product itself notify us by emailing support@pwpump.com with pictures of the damage to the container and the product.

Manufacturers and distributors require that concealed damage be reported within 24 hours of receipt of the product, so it is imperative you open and inspect the product upon receipt. Concealed damage claims after that time frame will be rejected by the manufacturer and/or distributor.

CANCELED ORDERS

If you need to cancel an order, please call our Customer Support Team at 888-279-9274 to cancel. Once an order has shipped it cannot be canceled. If you refuse an order which has already been shipped, not due to damage, you will be responsible for paying an ORDER RETURN FEE. We incur a fee from the freight carrier to return items that have been shipped, this fee is dependent on the item refused and the destination location.

RETURNS

In today’s order online world returns are becoming a huge cost expense to companies. It has been noticed that many people don’t take the proper precautions to make sure they order the correct parts. Please email our tech-support team at support@pwpump.com if you are unsure or not clear if the item you need is the correct part. The correct parts can usually be found by finding your model number page on our website. This page will show the correct parts for your model. If you can’t find your model number page the email us for assistance, don’t guess.

When it comes to returns we are pretty flexible and fair, our ultimate goal is for you to be satisfied and have the right parts to keep your machine(s) in operation. It is your responsibility to make sure you have ordered the correct part. Find your model number page to see the correct parts for your piece of equipment. If you can’t find your model number or need help then be prepared to email our Tech Support Team at support@pwpump.com pictures so we can help you find the correct part.

RESTRICTED & INELIGIBLE ITEMS FOR RETURN

• Engine Powered Equipment cannot be returned once gas or oil has been added to the engine due to federal shipping regulations. If gas or oil has been added to the engine, the unit will need to be taken to an authorized service center for repairs.
• Electrical Items
• Battery Powered Items
• Special Order Parts

RESTRICTED & INELIGIBLE ITEMS FOR REFUND – WARRANTY COVERAGE ONLY

• Installed Pumps
• Any Used or Installed Items

RETURNING NEW & UNUSED ITEMS FOR A REFUND

To return a NEW and UNUSED item, simply fill out our online Return Merchandise Form, print and include with your package. Please ensure that proper packaging is used to prevent any damage that may occur during the return shipment. APW Distributing, Inc. and Portable Power Equipment cannot be responsible for damage occurred during the return shipping process, and this may affect the eligibility of the return in the case of damaged items caused by the carrier.Please choose the most convenient, and traceable shipping carrier and method for the returning merchandise. Please retain copies of the shipping receipt and tracking number for proof of return delivery.

• NEW and UNUSED items returned complete within 30 days of delivery will receive refund of the product minus an $8.95 processing fee.
• NEW and UNUSED items returned incomplete (missing parts) will be subject to additional fees to cover replacing the missing parts and re-packaging.
• USED or UNSELLABLE items returned are not eligible for refund

SHIPPING

Some items may have included free shipping. If any of these items are returned, our actual outbound shipping costs will be deducted from the return refund amount.

DEFECTIVE ITEMS

Please contact us prior to returning DEFECTIVE items. Often times, items that customers believe are defective are simply being used or installed improperly. Our Technical Support Team can assist you at 888-279-9274. Once instructed, please follow the Technical Support Agent’s instructions on what to do next. Items returned claiming to be defective will be tested to verify they meet that description. You will be responsible for proper repacking of the item to avoid shipping damage and for the return shipping cost. Defective product returns are subject to the return/replacement polices of the appropriate manufacturer and are not the responsibility of APW DISTRIBUTING and PORTABLE POWER EQUIPMENT.

FURTHER QUESTIONS?

If you have any further questions about our policies, please email support@pwpump.com and we will help you to the best of our ability.