Refund policy
Order Modification & Cancellation
To cancel or modify a placed order, please always contact us at diffulwaterpump@gmail.com to further confirm if the change can still be made. We are unable to cancel or modify the order if it is already fulfilled or in the shipping process. Please allow delivery and then contact us for a return label within 30 days of delivery. Once your return request is approved, we will provide a return label and detailed return instructions.
After we have received your return package and warehouse inspection is complete, the applicable restocking fee will be deducted from your final refund based on the condition of the product. Please refer to the restocking fee details in the Return Policy section below.
Please do not refuse or redirect delivery. Refused shipments that arrive back at the warehouse without a registered return may not be eligible for a refund, and will be charged a 20% restocking fee will be charged for returns. Always contact us first to initiate a proper return.
Return Policy
Applies to offgridpump.com online store purchases only.
If you purchased your pump from a dealer or pump shop, please contact your original seller directly for their return policy.
To initiate a return, email us at diffulwaterpump@gmail.com with [RETURN REQUEST] and your order number in the title. Please note that the 30-day window is based on the date you receive your pump. As long as your return request reaches us within this period, you are covered.
Our Customer Service team will review your request and, upon approval, provide a prepaid shipping label. Please do not ship anything until you have received confirmation and a prepaid return label from our Customer Service team. Please return items in their original packaging. Unauthorized returns may be refused upon arrival and will not be eligible for a refund. If you run into any issues, our Customer Service team is here to help at diffulwaterpump@gmail.com
For unused pumps, a 20% restocking fee will be charged for returns. The pump must be free of any dirt, dust, or fragrance and must be returned in the same packaging and condition as received. It is best to return with the original package.
Damage to the outer packaging is not equal to item issues. Due to the uncertainty of delivery and unforeseen circumstances, we cannot guarantee the integrity of the outer packaging. We advise you to claim with the carrier as soon as you find any damage to the outer package.
Accessory and Replacement Parts Return Request
Any purchase of accessories or receipt of a replacement part under the Limited Warranty shall be eligible for return within 14 days of receipt. Returned accessories and/or replacement parts must be unused, free of any wear and tear, dirt, dust, fragrance, or any other signs of use, and must be sealed and unopened in the same packaging and condition in which you received it. You will be responsible for a 20% restocking fee will be charged for returns.
Refund Policy
To submit a refund request, please contact us at diffulwaterpump@gmail.com within 30 days of delivery. Requests submitted after this period will not be accepted.
Once your authorized return is received and inspected by our warehouse, your refund will be processed within 7 business days. The final amount will reflect deductions for any applicable restocking fees, delivery signature fees, return shipping fees, and insurance costs. Your refund will be based on the actual amount you paid at checkout and will be returned to your original payment method.
If your original payment method is an expired credit card, you may still claim the refund through your credit card company. Please note that banks or credit card companies may take up to 30 days to process and post the refund to your account. If your purchase was financed through Affirm, refund timelines and amounts are subject to Affirm’s terms.
If a chargeback is filed while you are still in possession of the product, we will hold until the chargeback case has a solution.
All sales of virtual products are final and non-refundable.
For pre-orders and backorders, your credit/debit card will be charged immediately at the time of order regardless of the expected ship date. Cancellations and refunds for pre-orders follow our standard Order Cancellation and Refund Policy.
Non-returnable / Non-refundable Items
- Used products and gifted orders — non-returnable, except for warranty-covered defects with prior company approval
- Products from unauthorized resellers or individuals
- Damaged items caused by human factors
- Gift cards
- Insurance
- Non-physical products
- “Built and Delivered” fees are nonrefundable
Disclaimer
Final determination of product condition upon return is at the sole discretion of DIFFUL. Failure to follow our return procedure may result in a refund dispute. This Return and Refund Policy is governed by DIFFUL’s Terms of Service. In the event of any conflict, the Terms of Service shall prevail.
We genuinely appreciate your business and aim to make your shopping experience enjoyable from start to finish. If you have any questions or need assistance, please do not hesitate to contact our Customer Service team at diffulwaterpump@gmail.com.