Shipping and Returns

1. General 

Elpumps Switzerland GmbH (“Elpumps”, “we” or “us”) is the operator of https://www.elpumps.ch/en (“Website”). By placing an order through this Website, the customer agrees to the Elpumps Shipping and Returns Policy below. This policy is provided here to ensure both parties are aware of and agree to this arrangement to protect both parties and to set expectations on our service. 

2. Shipping destinations 

Elpumps products are shipped worldwide. Domestic shipping can be ordered via the Website, and international shipping to any country in the world can be requested by email or via the contact form. COMPATIBILITY WARNING: Elpumps products run on 220–240V/50Hz only and are equipped with a European standard CEE 7/7 plug. 

3. Shipping provider 

Elpumps products are shipped via local postal services or the DPD courier service. 

4. Subject to stock availability 

We endeavour to maintain accurate stock counts on our Website, but there may be a stock discrepancy from time to time and we will not be able to complete the order for all the items at the time of purchase. In this instance, we will dispatch the items in stock immediately and contact the customer about sending the remaining items once they return to stock or to determine if the customer would prefer us to process a refund. 

5. Shipping costs 

Domestic shipping costs are included in the price of the products as displayed on the Website. International shipping costs vary depending on the weight, dimensions and destination of the items in the order. Contact Elpumps customer service for a custom shipping quote and estimated shipping time. Both domestic and international orders must be paid in full before dispatch. 

6. Delivery terms 

6.1 Dispatch time 

Orders are dispatched within one business day of payment of order. Our warehouses operate from Monday to Friday during standard business hours, except on national holidays, at which time they are closed. In these instances, we take steps to ensure that shipment delays will be kept to a minimum.

6.2 Transit time 

Domestic shipments are usually in transit for 2–3 business days, but even significant delays may occur according to current circumstances at the local postal service or the courier company, over which Elpumps has no control and therefore cannot take responsibility for any delay. The expected shipping time for international orders will be communicated before a custom order is placed. 

6.3 Delivery time exceeded 

If delivery time has exceeded the projected time, please contact us so that we can conduct an investigation. 

6.4 Change of delivery address 

We accept changes to the delivery address before the order has been dispatched. If an order has already been dispatched, please refer to Returns below. 

6.5 Cancellation 

We accept cancellations before the order has been dispatched. If an order has already been dispatched, please refer to Returns below. 

6.6 P.O. box shipping 

Elpumps will only ship to P.O. box addresses via postal services. We are unable to offer courier services to these locations. 

7. Tracking notifications 

Upon dispatch, customers receive a tracking link via email in order to follow the progress of their shipment based on the latest updates made available by the shipping service provider. 

8. Returns due to change of mind 

Elpumps accepts returns due to change of mind if the return request is communicated in writing within 14 days of receipt of the order and the product is returned in the original packaging, unused and in a resellable condition. IMPORTANT! A product that has been operated even for a second or has been submerged in water even without being operated is considered used and therefore not eligible for return. Every returned item is thoroughly examined by skilled professionals, and if it can be ascertained that the product has been used, the return request will be rejected on the basis of health and safety hazards and the product will be disposed of without compensation. 

8.1 Return process 

Contact Elpumps customer support by email or via the contact form before returning an item as evidence that the return request has been communicated within the 14-day limit. In reply, Elpumps will convey the return shipping address. IMPORTANT! Simply returning a product without any written communication or refusing delivery is not sufficient to express a wish to withdraw from the purchase agreement. Return shipping must be arranged by the customer, including covering return shipping costs. 

IMPORTANT! DO NOT SEND PUMPS TO ELPUMPS OFFICES

Packages cannot be accepted at Elpumps corporate office addresses. Faulty products must be sent to the Service Provider’s address, and returned products must be sent to the address communicated by Elpumps customer service. Products sent to any Elpumps office address will be rejected upon delivery and returned to the sender at the sender’s own cost or disposed of without compensation if the sender’s address is incomplete or unknown. 

8.2 Refund process 

Refunds will be processed through the same method of payment used by the customer for the purchase within 14 days after being informed of the decision to withdraw. There may be a delay in reimbursement until the returned item has arrived. Elpumps will refund the total price of the returned product but will not refund the cost of return shipping. 

9. Packages damaged in transit 

If the package is damaged in transit, please refuse to accept the package from the courier, if possible, and inform Elpumps customer service by email or via the contact form. If the package has been delivered without the customer being present, please contact our customer service for next steps. 

10. Insurance 

Packages are insured for loss and damage up to the value of the contents, as stated by the courier. 

10.1 Process for package damaged in transit 

We will process a refund or replacement as soon as the courier has completed their investigation into the claim. 

10.2 Process for package lost in transit 

We will process a refund or replacement as soon as the courier has completed their investigation and deemed the package lost. 

11. Duties and taxes 

11.1 VAT 

The product prices displayed on the Website already contain applicable VAT. 

11.2 Import duties and taxes 

A customer might be charged for import duties and taxes on international shipments upon arrival in their destination country. This varies by country, and Elpumps encourages customers to ascertain any such potential costs before placing an order with us. 

If a customer refuses to pay duties and taxes upon arrival in their destination country, the product will be returned to Elpumps at the customer’s expense and the customer will receive a refund for the value of the products paid for, minus the cost of return shipping. The cost of the initial shipping will not be refunded.

12. Customer service

Please complete our Contact Form for all customer service enquiries.