Warranty and Returns

THE MPE SUPPLIES PRODUCT WARRANTY & RETURNS

We are a custom builder, so there are no returns on equipment purchases, except for our MPE line of sewer cameras which we provide a full in house repair center for any repairs or maintenance.  Most of the equipment we sell comes with a manufacturer’s limited warranty. If a problem arises, please give us a call and we will make every effort to correct the situation and inform you of the nearest authorized service center for repairs. You may return most new, unopened non equipment items within 30 days of delivery if they are damaged or broken.

MPE Supplies manufacturer’s limited Warranty

• Honda Engines have a 3 year warranty
• General Pumps have a 5 year warranty
• Trailers have a 1 year warranty

1. 12 months Manufacturer`s Repair Warranty for defective items (excluding items damaged or misused after receipt, and problems caused by logistics). Defective items MUST BE reported and returned to us within the warranty period (and in the original packaging, if possible). You must tell us what the defect is and give us your order number. WE DO NOT REPAIR OR REPLACE ITEMS WITH AN EXPIRED WARRANTY EXCEPT FOR THE MPE LINE OF SEWER CAMERAS. IF THESE PRODUCTS ARE PAST THE WARRANTY PERIOD, WE WILL CHARGE YOU THE GOING RATE FOR PARTS AND LABOR TO MAKE REPAIRS.  WE DO NOT ACCEPT RETURNS FOR EQUIPMENT OR TRAILERS, BUT WE WILL SEND YOU TO A LOCAL AUTHORIZED SERVICE CENTER FOR ANY REPAIRS THAT ARE UNDER THE MANUFACTURERS LIMITED WARRANTY PERIOD AND CONDITIONS.

2. Certain equipment we sell comes with a Manufacturer’s Limited Warranty which will be listed on the products warranty manual and will give the length of the warranty period. For these products we will provide the nearest authorized service center for those products under warranty and provide contact information for you to have your products repaired or replaced if they are still under warranty.

WHAT SHOULD I DO IF MY ITEMS ARRIVED DAMAGED?

At times rough handling by the courier can lead to physical damage to your goods.

If this has happened, please follow these steps:
1. If possible, raise a complaint directly with the delivery representative of the courier company before you sign for the goods. They will advise you on the complaint procedure.
2. If you already signed for the package, take photos showing the damage and contact the local office of the courier/delivery company to complain. They will have a complaining procedure which will enable you to get compensation.
3. Next, contact MPE Supplies immediately with your order number and a full description and pictures of the broken item, showing the broken item issue. We will contact the courier company from our end.
4. Once the courier company confirms that the case is valid, they will compensate MPE Supplies, and we will pass on this compensation to you. The compensation varies from case to case and is different for each delivery company. In some cases you will need to pay to ship the broken item back to MPE Supplies in order for us to send out a new product.

WHAT SHOULD I DO IF MY PRODUCTS GO BROKEN AFTER A PERIOD OF USE?

If you encounter quality issues within the warranty period you will be covered. Every product has a specific warranty period (If it is not stated in the product listing, contact us via email ).

In this case, please kindly provide us with proof as below:

1. The photos of original MPE Supplies package with front and back sides
2. The photos or video of the defective item(s)
3. The photos, video or screenshot showing the malfunction of the defective item(s)

Sometimes you may need to ship the defective item back to us for free repair service or a new replacement if applicable. Customer should cover the return shipping fee, MPE Supplies is responsible for the shipping costs of arranging reshipment of the product.

WARRANTY EXEMPTIONS AND NOTES

1. Product degradation through wear and tear, along with breakage/damage during use, is solely the customer's responsibility and is not covered by our warranties.
2. If the customer has damaged/misused the item(s), the product's warranty is immediately rendered void. No compensation is available in such cases. However, customers are welcome to contact us to purchase replacement or spare parts (if applicable). We will charge the original value of the components and a shipping fee to dispatch them.

The customer voids the warranty if they:

1. Open the body in an attempt to fix the device
2. Modify, remove, customize, or swap parts of the product
3. Use the device in a way that it is not originally intended for
4. Continue to use the item once a fault occurs and causes more damage

3. All returns must first be authorized by an MPE Supplies Support team personnel prior to return. If the customer has returned the package without prior authorization (Return form), sends to the wrong address, returns an incorrect item, or submits an empty box, there will be no compensation permitted in such cases.

Special Notes:

1. The shipping fee for sending the products back to us will be paid by customers.  Some products may also be subject to a 15%-25% restocking fee.
2. During the return shipping for International orders, the customer is responsible for any and all customs charges, excise duties or tariffs during the item return. In these cases we will deduct the customs fees from your authorized refund amount.  
3. MPE Supplies will ship the item to the customer via Flat Rate Shipping by default. If the customer wants to utilize a faster shipping method, the relevant shipping fee is applicable and the customer must contact us and notify us they want to pay for the expedited shipping.