At PowerGenerators.us, we strive to ensure complete customer satisfaction with every generator purchase. Our refund policy is designed to be fair and transparent while acknowledging the specialized nature of power generation equipment.

Standard Refund Terms

  • Refund Eligibility Period: Refunds are available for eligible returns within 30 days of delivery. The refund process begins once we receive and inspect your returned generator.
  • Refund Processing Time: Approved refunds are processed within 5-7 business days after we receive and inspect the returned item. Please allow 3-10 additional business days for the refund to appear on your original payment method, depending on your financial institution.
  • Refund Amount: Refunds will be issued for the full purchase price minus:
    • A 15% restocking fee for standard returns
    • Original shipping charges
    • Return shipping costs (if applicable)
    • Any applicable sales tax (will be automatically adjusted)
  • Payment Method: Refunds are always issued to the original payment method used for purchase. If your original payment method is no longer valid, we’ll contact you to arrange alternative refund processing.

Conditions Affecting Refunds

  • Unused Equipment: Full eligible refunds (minus restocking fee) require generators to be in new, unused condition with all original packaging, manuals, and accessories.
  • Inspection Requirement: All returned generators undergo thorough inspection before refund approval. Units showing signs of use, installation attempts, or damage will receive a partial refund or no refund.
  • Fuel and Maintenance: Generators must have all fuel drained and oil changed before return. Units returned with fuel or showing signs of operation may incur additional cleaning fees deducted from your refund.
  • Special Order Items: Customized generators, permanently installed standby systems, and special-order items are generally not eligible for refunds unless defective.

Expedited Refund Situations

  • Defective Products: If your generator arrives damaged or defective, we’ll process a full refund (including shipping costs) once we verify the issue. No restocking fee applies in these cases.
  • Shipping Errors: If we shipped the wrong item, we’ll cover return shipping and process a full refund or exchange with no fees.
  • Emergency Cancellation: Orders canceled before shipment (same business day) receive full refunds with no fees.

Non-Refundable Situations

  • Generators that have been started, connected to fuel sources, or installed
  • Items missing original packaging or components
  • Products damaged due to improper handling or use
  • Standby generator systems that have been professionally installed
  • Items returned more than 30 days after delivery

How to Request a Refund

  1. Contact our customer service team at (516) 747-1100 or contact@powergenerators.us within 30 days of delivery
  2. Provide your order number and reason for refund request
  3. Follow our return instructions to prepare and ship the generator back to us
  4. Once received and inspected, we’ll process your refund according to the terms above

Special Considerations

  • Business Days: All timeframes are based on business days (Monday-Friday, excluding holidays)
  • Large Equipment: Due to the size and weight of generators, we recommend using our provided shipping instructions to avoid damage during return transit
  • Payment Verification: For security reasons, we may require additional verification before processing large refunds
  • Partial Refunds: In cases where items are returned in used condition, we’ll notify you of the adjusted refund amount before processing

For questions about our refund policy or to initiate a refund request, contact our customer service team at (516) 747-1100 or contact@powergenerators.us . Our specialists are available Monday-Friday 6am-8pm and Saturday-Sunday 7am-9pm to assist you.