At PowerGenerators.us, we want you to be completely satisfied with your generator purchase. Due to the specialized nature of power equipment, our return policy balances customer satisfaction with the practical realities of handling large, safety-critical equipment.
Standard Return Policy
- 30-Day Satisfaction Guarantee: You may return most new, unused generators within 30 days of delivery for a full refund minus shipping costs and applicable restocking fees.
- Restocking Fee: A 15% restocking fee applies to all returned generators to cover inspection, repackaging, and potential depreciation. This fee is waived for defective units or shipping errors on our part.
- Condition Requirements: Generators must be in original condition with all packaging, manuals, and accessories included. Units showing signs of use, installation, or damage will not be accepted for return.
- Shipping Responsibility: Customers are responsible for return shipping costs, which can be substantial for heavy equipment. We recommend using our provided shipping labels and instructions to ensure proper handling.
Important Restrictions
- Non-Returnable Items: Customized generators, permanently installed standby systems, and generators that have been started or connected to fuel sources cannot be returned due to safety regulations and depreciation.
- Safety Certification: All returned generators undergo thorough safety inspection. Units that fail inspection (due to improper handling or modification) will not be refunded.
- Documentation Required: Proof of purchase and original packaging are mandatory for all returns. Missing components will result in partial refunds or rejection of the return.
Return Process
- Contact Our Team: Call (516) 747-1100 or email contact@powergenerators.us within 30 days of delivery to request a Return Merchandise Authorization (RMA) number.
- Prepare Your Unit: Return the generator in its original packaging with all accessories, manuals, and documentation. Drain all fuel and oil before shipping.
- Ship Your Return: Use our provided shipping instructions to ensure safe transport. We recommend insurance for high-value items.
- Processing: Once received and inspected, refunds are processed within 5-7 business days. Original payment method will be credited.
Warranty vs. Returns
Please note that our return policy is separate from manufacturer warranties. If your generator develops a defect after the return window has closed, it may still be covered under the manufacturer’s warranty. Our technical support team can help you navigate warranty claims for any issues that arise after your return period has ended.
Special Considerations
- Emergency Purchase Protection: If you purchase a generator in anticipation of an imminent storm or emergency event, contact us immediately if conditions change. We may offer flexible return options based on weather forecasts and regional conditions.
- Business/Commercial Purchases: Special return terms apply to commercial and contractor purchases. Please discuss these with your sales representative before ordering.
For questions about our return policy or to initiate a return, contact our customer service team at (516) 747-1100 or contact@powergenerators.us . Our power specialists are available Monday-Friday 6am-8pm and Saturday-Sunday 7am-9pm to assist you.