Thank you for shopping at the Generator Warehouse. We're here to ensure you receive amazing customer service.

In the rare case that you need help with a return, don't worry! The following information will guide you through your return:

 

Authorised Return Code

Returns will not be accepted without an Authorised Return Code (ARC). Please contact us via email at returns@generatorwarehouse.com.au to obtain an ARC # and shipping instructions. We will credit your return via your original payment method within 5 business days of receiving the returned item.

 

Unopened Products

You may return unopened products within 14 days of delivery for a refund. We will provide you with shipping details, please return to us in original condition and packaging. You will be required to cover shipping charges and a restocking fee equivalent to 25% of the purchase price will apply. This is non-negotiable.

 

Change Of Mind Returns

Please note Consumer Guarantees do not apply if you changed your mind, if you found the product cheaper, if you decided that you did not like the purchase, or you have no use for it. Please check the product listing carefully before purchasing.

 

Opened Products

Opened products and accessories can be returned within 14 days of delivery. You will be required to cover shipping charges and the products will be subject to a restocking fee of 35% of the purchase price to cover testing, cleaning and repackaging expenses. The products must be returned in saleable condition with all the original accessories, materials and packaging.

 

Installed Products

If a fault or issue is identified with an "Installed" product, the product will need to be taken to a manufacturer approved service/warranty agent for inspection and diagnosis of the issue. Once the fault is identified by the service/warranty agent as either DOA or a warrantable defect, the manufacturer will offer a solution via the service/warranty agent.

 

Cancelled Orders

An order that has been shipped cannot be cancelled. If you refuse an order, it will then fall under our standard returns policy.

 

Damaged Products

You must take the time to inspect the goods before you sign the delivery receipt from the carrier. If you sign the delivery receipt without inspecting the shipment you will be responsible for filing a freight claim and arranging for a repair or return of the damaged goods. 

If You Suspect Damage:

On occasion, the outer carton may look damaged, but the product inside the box is perfectly fine. If you suspect concealed damage, notate "Possible Freight Damage" on the delivery receipt while the driver is present. This way, if you discover later that the product is damaged, the remedy of a freight claim is less of a hassle.

Obvious Damage:

Do not sign for damaged products. If your product arrives damaged, please (a) REFUSE DELIVERY and (b) Contact Us at your earliest convenience so we can process the appropriate claims and coordinate an exchange for you.

 

Incorrect Item

In the event that the incorrect item is delivered, please Contact Us so we can arrange and coordinate a replacement or refund.   

         

Used Products

Products that have been used can not be returned. They come with a manufacturer's warranty. 

 

Warranty

Please refer to the manufacturer's policy on the product page for specific warranty details. For further help, please visit our Warranty Support page, and/or Servicing & Technical Support page.

 

If you have any further questions, please contact our customer service team who will be more than happy to help. They are available via live chat, email and phone.