Return&Exchange Policy

Product Return and Exchange Policy

This policy is formulated to protect the legitimate rights and interests of both buyers and sellers and to clarify the return and exchange process. Please read this policy carefully before placing an order. By placing an order, you are deemed to have fully understood and agreed to all of this policy.

1. Customer Information Verification Obligation

Before placing an order, you should fully understand the detailed information of the product you are purchasing, including but not limited to product parameters, specifications, performance, and applicable scenarios. We clearly mark all product parameters on the product details page to ensure that the information is true, accurate, and complete.

If you have any questions or ambiguities about the product information, or require further information on product usage or debugging techniques, please contact us through our official customer service channel (ivana@generatorsr.com) before placing an order. We will provide professional consulting services, including assistance with generator debugging and guidance on product usage procedures, to ensure that you have comprehensive product information.

II. Return and Exchange Restrictions for Non-Quality Issues

Since our company clearly displays product specifications and provides professional pre-sales consultation, commissioning guidance, and user training services to ensure you fully understand the product before purchasing, we do not accept returns or refunds for any reason other than product quality issues, including but not limited to:

· Personal reasons (such as "the product does not meet expectations" or "no longer needs the product");

· Product malfunction due to improper operation (assuming user instructions have been provided);

· Failure to carefully read the product information, resulting in a post-purchase notice stating "not suitable" or "specs do not meet expectations";

· The product has no quality issues but has been opened and used (this does not affect resale).

III. Return and Exchange Process for Quality Issues

1. Definition of Quality Issues and Timeliness of Response

Our products undergo rigorous quality testing, and the probability of quality issues occurring is less than 0.03%. If the product you received does exhibit quality issues (such as failure to start properly, core component failure, or significant discrepancies between performance and specifications), please contact us through our official customer service channels within 15-30 calendar days of receipt and provide the following materials:

Product order number, delivery address, contact person, and contact information;

Clear photos or videos of the product with the quality issue (must clearly show the problem location and symptoms);

Photos of the complete product packaging, accessories, and relevant documentation.

2. Evaluation and Negotiation 

After receiving your quality issue feedback and relevant materials, we will complete an evaluation within 5 business days and consult with you to determine whether the issue is a quality issue and the appropriate return and refund plan. We will notify you of the evaluation results and plan through the contact information you provided (phone or email). 3. Returns and Refunds

If a product is confirmed to have a quality issue, we will email you a return address and instructions within 3 business days. Please return the product, along with the complete packaging, accessories, and relevant documentation, as instructed in the email. (Return shipping is at your expense.)

Upon receipt, we will conduct a secondary inspection. Once we confirm that the product meets the return requirements and is not damaged or missing, we will refund the full amount to your original payment account within 7 business days. (The refund amount will be the actual purchase price, excluding shipping costs and other non-product charges incurred during the order process.)

IV. Other Notes

If you fail to report the quality issue within the specified timeframe (15-30 calendar days after receipt of the product) or fail to provide the required documentation, we will not be able to process your return or refund request. If the returned product is found to have no quality issues upon inspection, or is damaged, missing parts, or incompletely packaged, we will refuse a full refund. Instead, we will refund the amount after deducting any reasonable expenses incurred by our company.

If the goods are damaged during transportation, this is not a product quality issue. Please contact us (ivana@generatorsr.com) and we will conduct an evaluation and after-sales service, and provide free replacement parts for any shipping damage. 

Our company reserves the right of final interpretation of this policy. If you have any questions, please contact our official customer service team.