How do I return a pump to you for repair, exchange or refurbishment?

First, call our customer care team who will log the request, issue you with a reference number and the necessary paperwork.  The paperwork will contain a Health and Safety Declaration Form (HS2) so that you can tell us what the pump has been processing. Please ensure that you have your serial number and/or original purchase information available.

How do I obtain an RMA?

An RMA (Returns Management Authorisation) is now called a Returns Notification.  This can be obtained by calling you local customer care team, who will also log the pending return. Please ensure that you have your serial number and/or original purchase information available.

Is there a restocking fee?

Yes, there is a fee which varies by region. When you agree a return with our customer care team they will notify you of the restocking fee.

How long do I have to decide if I want to return an item?

If a return has been agreed and a Returns Notification issued, then the product should be returned within 20 days.
If the product is part of an exchange, then an invoice will be issued if the product has not been returned within 60 days 

What is a Health and Safety form, and why must this accompany my return?

Before remanufacturing or performing a service on a pump we need to safely handle it and decontaminate it. Therefore we need to know what the pump has been used on. The Health and Safety Declaration Form (HS2) provides this information.  In fact, we will not accept a pump unless this form has been completed to ensure that safety of our employees.

This form is available in the original product manual or can be obtained from our customer care team.

How do I arrange for a service visit?

Please call your local customer care team. They will make an initial assessment and arrange for a service engineer to visit at a convenient time 

Am I responsible for shipping the product back to Edwards?

Please call our customer care team before making any returns. You are responsible for shipping all products back to Edwards, even returns under warranty. If we have sent you a product in error, Edwards will pay for the cost of the return.

Does the item have to be in the original packaging?

New products should be returned in their original packaging and provided with any additional protection to ensure their safe transit.  All manuals should be included.
Products to be remanufactured should be returned with ports blanked and packed to avoid damage in transit. Beforehand, customers should contact our customer care teams to arrange the remanufacture and should complete a Health and Safety Declaration Form (HS2).

What if I used the item, and determined it does not meet my needs?

We may be able to accept the product back under special circumstances . Please call our customer care team to determine whether there is an option to accept the pump for remanufacture.

DOCUMENTATION

Where can I get an MSDS sheet?

Where available, MSDS sheets can be downloaded from the documentation tab of the relevant product or from the documentation page of the support section of our website

Where can I get a copy of your ISO9000 certificates?

ISO9000 certificates are available from the corporate responsibility sections of our website

Where can I find your Terms and Conditions of Sale and Privacy Policy?

A link to the Terms and Conditions of Sale is provided during the web buying process, where customers are asked to accept them before completing the purchase. To view them now, click here.
A link to the Privacy Policy is provided on all electonic campaign mailings and newsletters. To view the policy now, click here. 

Where can I get a copy of a manual?

Where available, product manuals can be downloaded from the documentation tab of the relevant product on our website

Where can I get a copy of the manual for clean and overhaul?

Basic maintenance advice is available in the product manuals, but service and parts manuals are not available unless suitable training has been given. Edwards offers a number of training options in addition to providing global service schemes through their service teams. Please contact your customer care team to find out more.

ORDERS & INVOICES

Can I place an order on your website without setting up an account?

Yes, all that is required is a credit card and delivery address. It can be a short as a three step process.
For repeat orders it is preferrable to register, which involves a short wait while your account is set up. Please note that you should wait at least 24 hours if you want to reorder using the same credit card.   

The delivery on my order acknowledgement is not what I asked for - can this be improved?

Please call or email your local customer care centre and discuss it with a representative. Generally, a good way to improve this is to consider accepting separate consignments.

What is our banking information for sending cheques or wire transfers?

Our banking information varies by region, but is published on all invoices and statements. It is not available for download at present for security reasons. 

Can I get a copy of an invoice from your website?

Monthly statements are send out by our finance team. Please contact the credit controller whose name is listed on the statement, who will be pleased send you a duplicate invoice.
We do not provide copy invoices from our website, but are looking into providing this service in future.

How do I contact Edwards' credit control team?

Please call the contact listed on your monthly statement.

DELIVERIES & PRICES

What are the current lead times and delivery dates?

Lead times and delivery dates are the availability at the time of enquiring. These are usually quoted ex-works but may include shipment time if required. These may change between the time of quotation and order acknowledgement.

What is our standard warranty?

Edwards' standard warranty is 12 months on new and refurbished products. For products repaired at our service centre warranty ranges from between 3 and 6 months duration.

Where can I find price and availability on items?

Pricing information, for many products can be seen on the product page - no price is shown for products that are complex and need configuration. Availibility is available to account holders or during the online purchasing process. Where possible products are available from stock.

TECHNICAL

What oil do I need and how much for certain pumps?

Recommended oils and pump oil capacities are available in the product manuals. If a replacement is required, it can be downloaded from the Edwards website in the relevant product section from the documentation tab.

How do I find a spare part for my pump?

Find the relevant product on the website and look for the spares tab. You should be able to identify the spares part number and can then order it from the website or by calling our customer care team. 

OTHER

Who is the Sales Engineer for my region?

The customer care team can provide this information, or assist you with your enquiry directly.

Why are you not BOC Edwards any longer?

On June 1st 2007, Edwards was acquired by CCMP Capital and changed its name to Edwards Ltd.    As part of the sale agreement we were required to stop using the BOC or the stripes symbol. The BOC Group was acquired by Linde in September 2007.