Return policy

 

Thank you for choosing our generator products. In order to ensure that you can enjoy a satisfactory shopping experience, we hereby provide the following return and exchange policy description for your reference during the purchase and use process.
 
No unconditional return and exchange:
Since the generator is a heavy equipment, considering the transportation cost and the complexity of operation, we do not support unconditional return and exchange. Please consider carefully before purchasing and make sure that the product meets your needs.
 
Quality problem return policy:
If the generator you received has quality problems, we support return service. But please note that due to the special nature of the product, you need to bear the return shipping cost. We recommend that you check the goods immediately upon receipt so that possible problems can be discovered and dealt with in time.
 
Transportation problem handling:
If there is any problem during transportation that causes the product to fail to work properly, we will provide accessories replacement service. You only need to send the problem product back, and we will be responsible for replacing the corresponding accessories to ensure that your equipment can be restored to normal use as soon as possible.
 
Cancellations for items not shipped:
  • All cancellations for purchases made via paypal, credit card, wire transfer, or check are subject to a 5% processing fee (minimum $20, or whichever is greater).
  • For stock/backordered items, a 5% fee applies ($20 Minimum or Whichever is Greater).  For non-stock items, a 20-30% Restocking Fee will apply.  For non-stock items shipping direct from the Factory, approval for the cancellation must be accepted by the Factory, then a 20-30% Restocking Fee will apply.  *Factory Direct Shipped items require the Factories approval for return.  If approved you’re required to pay original and return shipping fees with a 20-30% restocking fee. 
  • Once a shipment has left our building or shipped direct from the Factory, our Returns Policy applies.
  • Custom / Specialty orders are non-cancelable and non-returnable.  Please confirm with our sales experts that you are ordering the correct equipment to fit your application.

 

Returns may be accepted ONLY if the below guidelines are followed:

  • Only New, Unused, Uninstalled, Undamaged, Unmodified equipment and parts in original factory condition can be returned. All packing materials, manuals, and accessories must be included, unopened and unmodified. For returns, the purchaser is responsible for all shipping costs, outbound and return shipping costs. All freight-bound equipment must be returned via a freight carrier.
    (If it is not in new condition, the customer will not be reimbursed).
  • Factory drop-shipped items require factory approval for return. If approved, you will be required to pay for original and return shipping as well as a 20-30% restocking fee. *By placing an order with highgenerators.com, you automatically agree to these terms and conditions.
  • All products that have had fuel or oil added are not eligible for return.
  • Upon inspection and approval of return, Restocking fees of up to 20-30% (Minimum $20 or Whichever is Greater) will be charged back to your credit card along with the original freight charges for the shipment of your original purchase.
  • Refund will go back to your Credit Card or Original form of payment, takes 2-3wks to clear.
  • Special orders, Non-stock, Electronics & Equipment titled as non-returnable, cannot be returned.
 
Return and Exchange Process:
If you need to return or exchange goods, please contact our customer service department within 15 days after receiving the goods, and provide a detailed description of the product problem and photos as proof.
Customer service staff will provide specific return and exchange instructions based on your situation.
Please return the goods according to the packaging and transportation requirements provided by customer service to ensure the safety of the goods during transportation.
 
Notes:
All returned and exchanged goods must be kept intact in the original packaging and will not affect secondary sales.
Please keep your shopping receipts properly so that you can provide them to customer service staff for verification when returning or exchanging goods.
We are always committed to providing customers with high-quality products and services. If you have any questions or need help during the return and exchange process, please contact our customer service team in time, and we will serve you wholeheartedly.
 
By placing an order with highgenerators.com you automatically agree to these terms and conditions.
 
Thank you for your understanding and support.