Returns/Cancellations
Overview
At Backup Generator Store, we want you to be completely satisfied with your purchase. We offer a transparent return process for all customers within the United States. Please read the specific conditions below to understand how to return your generator.
1. 30-Day Return Window
You have 30 days from the date of delivery to initiate a return for a refund.
- Timeframe: Requests must be submitted via email to info@backupgeneratorstore.com within 30 days of the item being marked "Delivered."
- Condition: Items must be in original, brand-new condition. The generator must be uninstalled, never fueled, and contain no signs of wear, scratches, or alterations. Original manuals and packaging must be included.
2. Return Process & Shipping Address
Because we ship from multiple distribution centers, we do not have a single return warehouse.
- How to Start: Email us at info@backupgeneratorstore.com with your Order Number.
- Address Assignment: We will provide you with the specific Return Shipping Address for the warehouse that fulfilled your order.
- Important: Do not ship items back to the original sender's address on the box or our administrative office without contacting us first.
3. Return Shipping Costs & Fees
- Shipping Responsibility: Customers are responsible for all return shipping costs. We recommend using a carrier that provides tracking and insurance.
- Restocking Fees: We offer $0 Restocking Fees on all eligible returns.
4. Refund Timeline & Method
- Inspection: Once received, items are inspected within 3-5 business days.
- Processing: Refunds are issued to your original payment method.
- Timeframe: Please allow 5–10 business days for the credit to reflect on your statement.
5. Non-Returnable Items
The following items are not eligible for return:
- Special Exception: Please Note: some of our larger items are not returnable – i.e.: Home standby units – see item page notes.
- Used Goods: Any item that has been installed, fueled, or shows signs of use.
- Incomplete Returns: Items missing original packaging or components.
6. Damaged or Defective Items
If your generator arrives damaged, notify us within 48 hours at info@backupgeneratorstore.com. Verified damaged items will be replaced or refunded at no expense to you.
7. Contact & Business Information
- Business Name: Backup Generator Store
- Phone: 727-370-9930
- Email: info@backupgeneratorstore.com