Contact Alton Pumps before cancelling or returning a pump station. Standard consumer purchases may have a 14-day cancellation right; made-to-specification, installed or used equipment needs the written order terms and applicable law to be considered.
Before an order is accepted
A basket, enquiry or invoice request is not acceptance of an order. We will confirm the model, quantity, price, VAT, delivery arrangement, availability and any agreed configuration in writing before a sales contract is formed. Installation, commissioning, civils and other services are quoted separately unless they are expressly included in that written confirmation.
Standard UK delivery
Standard UK delivery is £56 + VAT (£67.20 including VAT) for every listed AFM and AFPS station. The weekday order cut-off is 2pm UK time, Monday to Friday. Allow 2–3 working days for dispatch and a further 2–3 working days in transit, giving an estimated 4–6 working days overall. Orders received after the cut-off are counted from the next working day. Working days exclude weekends and UK bank holidays. Delivery access and any site-specific arrangements are confirmed with the order.
Cancellation before dispatch
If you need to cancel, contact us as soon as possible by phone or email and quote your order reference. If the station has not been dispatched or started as a made-to-specification configuration, we will confirm the cancellation and refund any payment due to be refunded. Any deposit, cancellation charge or charge for a made-to-specification item will only apply where it was clearly stated and agreed in writing before we accepted the order, and will not remove any statutory rights.
Standard stocked stations bought by a consumer
If you are buying as a consumer online or by phone and the station is a standard, non-customised item, you normally have 14 days from the day after delivery to tell us that you wish to cancel. Please contact us before arranging a return. The station must be returned within 14 days of your cancellation notice, unused, complete and protected for safe transport. Unless the station is faulty, damaged or not as described, you are responsible for the reasonable direct cost of returning or arranging collection of this bulky item. We can help arrange a collection and will confirm the collection cost before it is booked.
Simple cancellation notice
You can cancel by email, phone or letter. To make this clear, use: ‘I give notice that I cancel my contract for [product and order reference], ordered on [date] and received on [date]. Name: [your name]. Address: [your address]. Date: [date].’ You do not have to use these exact words, but your notice must clearly identify the order and tell us that you are cancelling.
Exchanges for unused standard stations
We also accept exchanges for unwanted, unused standard stations. Contact us within 14 days of delivery to arrange the exchange before returning the station. It must be complete and protected for safe transport. The customer is responsible for return transport unless the station is faulty, damaged or not as described. We will confirm the replacement model and any price difference before proceeding. Your statutory rights are unchanged.
Configured, made-to-specification and installed items
A pump station built or altered to your requested specification, including a non-standard chamber, pump, controls, pipework, cover, inlet, outlet or other agreed configuration, may not carry the usual 14-day change-of-mind cancellation right. This depends on the particular item and the applicable law. We will identify any made-to-specification status and its cancellation position in the written order confirmation. Installed, commissioned or used equipment needs a technical assessment before any return or refund can be considered.
Damage, shortages and faults
Please inspect the delivery when it arrives. Tell us promptly if there is visible transit damage, a shortage or the wrong item, and keep the product, packaging and delivery evidence available for inspection. For damage, shortages, faults or goods that are not as described, contact us straight away. We will assess the issue and provide the remedy required by law, which may include repair, replacement, price reduction or refund. Reporting a problem promptly helps us resolve it quickly and does not take away your statutory rights.
Refunds and return method
Our refund processing time is 5 days. Where a refund is due, it will be processed in accordance with the applicable law and, where possible, by the original payment method. Do not send a pump station back without contacting us first: these are heavy, technical products and safe collection, transport and inspection may be required. Return transport, lifting, disconnection, decontamination, reinstatement and reinstallation are not included unless we confirm otherwise in writing.
Business customers and your legal rights
For business, trade, developer, contractor and managed-site purchases, the written quotation, order confirmation or account terms agreed for that order apply. Nothing in this policy excludes or limits rights that cannot lawfully be excluded or limited. This policy does not replace a manufacturer warranty, a project-specific specification or the terms for separately contracted services.
How to contact us
Contact Alton Pumps before cancelling, returning or arranging collection: sales@altonpumps.com or 0800 820 3046. Our business address is Unit 5B-5C, Passfield Mill Business Park, Liphook, Hampshire, GU30 7QU. Please include your order reference, product code, delivery postcode and photographs where relevant. Policy reviewed 1 October 2026.