Returns & Refunds Policy

30-Day Returns Policy

At Power Generators, we want you to be completely satisfied with your purchase.

In addition to your statutory rights, we offer a 30-day returns period, beginning from the date you receive your order.

If you wish to return an item, please contact us within 30 days of delivery so we can provide return instructions.

Nothing in this policy affects your statutory rights under UK consumer law.

Your Right to Cancel

If you are purchasing as a consumer online, you normally have a statutory right to cancel your order within 14 days of receiving the goods, without having to provide a reason.

After notifying us that you wish to cancel, you normally have a further 14 days to return the goods.

Our 30-day returns policy provides additional time beyond these statutory cancellation rights, subject to the conditions set out below.

Conditions for Return

Where an item is being returned because you have changed your mind, we ask that it is:

Returned complete with all supplied components, accessories and documentation
Securely packaged to prevent damage during return transit
In its original packaging where reasonably possible
In a condition suitable for inspection and resale

You may inspect goods in the same way that you reasonably could in a retail shop.

If goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and operation, we may make an appropriate deduction from the refund to reflect any reduction in value, where permitted by law.

Generators, Fuel and Oil

For safety reasons, particular care must be taken when returning petrol or diesel generators.

Please do not add fuel or oil to a generator if you are considering returning it.

Generators that have been filled with petrol, diesel or oil may require specialist handling and transportation because they can no longer be transported in the same way as unused equipment.

Where a generator has been fuelled, oiled or operated beyond what is reasonably necessary to inspect it, this may result in a reduction in its value and an appropriate deduction may be made from the refund where permitted by law.

This does not affect your rights where a generator is faulty, damaged, misdescribed or otherwise not of satisfactory quality.

How to Start a Return

To request a return, please contact us at:

Email: info@power-generator.uk
Telephone: 0800 222 9069

Please provide:

Your order number
Your name and contact details
The item or items you wish to return
The reason for the return, where applicable
Photographs if the item is damaged or faulty

Our team will normally respond within 2 working days with return instructions.

For larger generators supplied on a pallet, we can help arrange a suitable collection service.

Please ensure palletised goods are securely packaged and accessible for collection.

Return Carriage Costs

Change of Mind Returns

Where goods are being returned because you have changed your mind, you will normally be responsible for the direct cost of returning the goods, unless we have agreed otherwise.

For large or palletised generators, we can arrange collection on your behalf. Any applicable collection charge will be confirmed before the collection is booked.

Faulty, Damaged or Incorrect Goods

If an item is faulty, damaged on arrival, not as described or we have supplied the wrong product, we will cover reasonable return or collection costs where you are legally entitled to a remedy.

You will not be charged return carriage for goods that we confirm have been supplied faulty, damaged or incorrectly.

Refunds

Once returned goods have been received, they will be inspected and your refund will be processed in accordance with your statutory rights and this returns policy.

Where a refund is due, it will be made to the original payment method used to place the order.

We aim to process refunds promptly and normally within 5–7 working days of receiving and inspecting the returned goods.

For statutory cancellations, refunds will be made within the timescales required by UK consumer law.

After we process the refund, your bank, card provider or payment provider may take an additional 3–5 working days to credit the funds to your account.

Original Delivery Charges

Where you exercise your statutory right to cancel an entire order, we will refund the standard outbound delivery charge you paid, where required by law.

If you selected an enhanced or premium delivery service, we are only required to refund an amount equivalent to our least expensive standard delivery option.

Where standard Mainland UK delivery was provided free of charge, there is no outbound delivery charge to refund.

Faulty Goods

All goods supplied by Power Generators must be:

Of satisfactory quality
Fit for their intended purpose
As described

If your product develops a fault, please contact us as soon as possible.

Depending on the circumstances and how long you have owned the product, you may be entitled to a repair, replacement, price reduction or refund under UK consumer law.

Many generators are also supplied with a manufacturer's warranty. Where appropriate, we can assist with arranging warranty support through the manufacturer's UK service network.

A manufacturer's warranty is provided in addition to your statutory rights and does not replace them.

Goods Damaged in Transit

Please inspect your order as soon as reasonably possible after delivery.

If the packaging or product shows signs of damage, please:

Take photographs of the packaging and product
Retain all packaging
Note visible damage on the carrier's delivery documentation where possible
Contact us as soon as possible

We ask that obvious transit damage is reported within 48 hours where reasonably possible, as this helps us raise a claim with the delivery carrier quickly.

However, failure to report damage within 48 hours does not remove or restrict your statutory consumer rights.

Where goods have been damaged in transit, we will arrange the appropriate remedy, which may include collection, replacement, repair or refund depending on the circumstances.

Incorrect or Missing Items

If you receive the wrong product or part of your order is missing, please contact us as soon as possible.

We will investigate the issue and, where appropriate, arrange for the correct or missing goods to be supplied at no additional cost.

If an incorrect item needs to be returned, we will arrange or cover the reasonable cost of its return.

Special-Order and Custom-Made Products

Some products may be manufactured, modified or configured specifically to a customer's requirements.

Goods that are genuinely bespoke, personalised or made to the customer's individual specification may be exempt from statutory change-of-mind cancellation rights.

We will clearly inform you before purchase where a product is considered bespoke or made to order and where different cancellation terms apply.

This exclusion does not affect your rights if the goods are faulty, damaged, misdescribed or not of satisfactory quality.

Business Customers

Different cancellation and return rights may apply where goods are purchased wholly or mainly for business purposes.

Our consumer cancellation provisions do not necessarily apply to business-to-business transactions.

Any business return agreed outside your contractual rights will be considered according to the circumstances of the order.

Refused and Failed Deliveries

Refusing delivery does not automatically cancel an order.

If you wish to exercise your cancellation rights, please contact us so that we can properly record and process the cancellation.

Where additional carrier charges arise because of an incorrect delivery address, unavailable recipient or undisclosed access restriction, we may recover reasonable additional costs where permitted.

How to Contact Us

For all returns, refunds, damaged goods or warranty enquiries, please contact:

Power Generators
Telephone: 0800 222 9069
Email: info@power-generator.uk
Opening Hours: Monday to Friday, 9:00am–5:00pm