Shop With Confidence
We understand that purchasing a generator or major power equipment is an important decision. Our return and refund policy is designed to provide clear expectations and a straightforward process when a return is eligible.
A Clear and Professional Return Process
At Home Generator, we believe customers should have confidence when making a significant equipment purchase. We therefore maintain a clear process for handling eligible returns, damaged shipments, incorrect products, and qualifying refund requests.
Because generators and power equipment are large, specialized products, return procedures can differ from those used for ordinary consumer goods. Product condition, installation status, operation, shipping method, and manufacturer requirements may all affect whether a return can be accepted.
Our objective is to handle every eligible return professionally, fairly, and with clear communication from the initial request through final resolution.
Clear Policy
Clear requirements help customers understand the return process before making a request.
Structured Returns
Each return request is reviewed according to the product and circumstances involved.
Refund Transparency
Eligible refunds are processed according to the applicable return conditions and payment method.
Customer Support
Our support team is available to help customers understand the appropriate next steps.
When a Return May Be Accepted
A return request may be considered when the circumstances meet the applicable return requirements. Depending on the situation, examples may include:
You received a product that does not match the product ordered.
The shipment arrives with visible or documented transportation damage.
A qualifying issue is identified and the appropriate return or warranty process applies.
Other return requests may be considered subject to product condition and the applicable return terms.
Important: Generators Are Specialized Equipment
Generators are large, specialized mechanical and electrical equipment. Unlike ordinary retail products, a generator may be subject to additional return requirements once it has been installed, connected, fueled, started, operated, or modified.
For this reason, customers should contact us before installing, connecting, fueling, or operating the equipment if they believe they may need to return it.
Products That Have Not Been Used
Return requests for products that have not been installed or operated may be considered subject to the applicable return conditions.
Products should remain in their original condition and packaging whenever possible. All included accessories, documentation, components, and other materials should be retained.
Before Requesting a Return
- Do not install the equipment.
- Do not fuel or operate the equipment.
- Keep the original packaging.
- Keep all accessories and documentation.
- Contact us before arranging a return shipment.
If Your Shipment Arrives Damaged
We understand how important it is for your equipment to arrive safely. If your shipment appears damaged when delivered, please document the condition of the packaging and equipment as soon as possible.
Check the packaging and equipment for visible damage.
Take clear photographs of the packaging and affected areas.
Contact our support team and provide your order information.
We will review the circumstances and determine the appropriate next step.
Our Return Process
We keep the process structured so customers know what to expect.
Submit Request
Contact our team with your order and return details.
Request Review
We review the order, product condition, and reason for return.
Return Authorization
If approved, return instructions will be provided.
Product Received
Returned equipment is inspected after receipt.
Resolution
Approved refunds or other resolutions are processed according to the applicable terms.
Refunds
When a return is approved and a refund is applicable, the refund will generally be processed using the original payment method, subject to payment processor requirements.
Refund timing may vary depending on the payment method, financial institution, payment processor, return inspection, and other processing requirements.
The amount of any refund will depend on the applicable return conditions, product condition, shipping charges, restocking requirements, and other applicable terms.
Return Shipping & Transportation Costs
Return transportation for large generators and power equipment can involve specialized freight services and significant transportation costs.
Responsibility for return shipping costs depends on the reason for the return, the condition of the product, the applicable return terms, and whether the return is related to a shipping error, damaged shipment, product issue, or customer-requested return.
Products That May Not Be Eligible for Return
Certain products or circumstances may not qualify for a standard return. This may include equipment that has been installed, fueled, operated, modified, customized, damaged after delivery, or otherwise placed into service.
Special-order, custom-configured, manufacturer-direct, clearance, or otherwise specially designated products may also be subject to separate return conditions.
Before or After Delivery
A return concerns whether an eligible product can be sent back under the applicable return conditions.
Product Issue After Purchase
A warranty claim concerns a covered defect or issue handled according to the manufacturer's warranty terms.
International Returns
International returns may require additional transportation, customs documentation, export procedures, import procedures, brokerage services, duties, taxes, or other logistics requirements.
Because of these additional requirements, international return requests may require individual review before return authorization is issued.
Customers should not ship an international return without receiving return instructions and authorization from our team.
Please Contact Us Before Sending Anything Back
Do not send a product back to a warehouse, manufacturer, carrier, or other address without receiving return instructions from our team. Unauthorized shipments may be delayed, refused, or difficult to identify and process.
Returns & Refunds FAQ
Can I return a generator after installing it?
Installation may affect return eligibility. Please contact us before installing or operating equipment if you believe a return may be necessary.
What if my generator arrives damaged?
Document the condition of the shipment with photographs and contact our support team as soon as possible. We will review the shipment and coordinate the appropriate next step.
Who pays for return shipping?
Responsibility for return transportation depends on the reason for the return and the applicable return conditions.
How long does a refund take?
Once an approved return has been received and processed, the refund timing depends on the payment method and financial institution.
Can I return a product because I changed my mind?
Customer-requested returns may be considered depending on the product, condition, installation status, shipping requirements, and applicable return terms.
Can I send a return directly to the manufacturer?
Please do not send products directly to a manufacturer or other facility unless specifically instructed to do so. Contact our team first so the appropriate return procedure can be established.
Your Purchase. Our Commitment to Service.
We want every customer to feel confident when purchasing from Home Generator. From order confirmation and delivery to warranty support and eligible returns, our goal is to provide a professional experience built around clear information, responsible service, and long-term customer relationships.
Contact Our Support Team