Cancel - Returns - Damage | Absolute Generators

Cancel - Returns - Damage | Absolute Generators

We hope you are 100% satisfied with your purchase from Absolute Generators.  But in case you need to cancel, return, exchange an order, or have received a damaged package please follow the simple instructions below.


Canceling Your Order?

 

PLEASE DO NOT CONTACT YOUR CREDIT CARD COMPANY TO STOP PAYMENT, PLEASE CONTACT US IF/WHEN YOU WANT TO CANCEL YOUR ORDER.  If you have placed an order, and then decide you do not want to receive it, you can cancel it before shipping takes place. We will be happy to simply cancel and refund your order in full assuming you adhere to the below:

  • Provided your order has not yet shipped out, we can cancel the order and issue you a refund in full. 
  • You must contact us in an email message prior to the item being shipped.  
    • An item’s reporting of “Shipped” in the order status may be delayed from the actual shipment date and time.  As there may exist some delay between a published change in your order status and the date (and time) in which your order shipped, the date and time of actual shipment shall prevail in determining “refund-ability” of an order.
    • Refund schedules are:
      • Credit Card: 8 business days (estimated). While our refund process is “same-day”, your own credit card company will take an excess of 4 business days to post the refund on your account.
      • PayPal: 4 business days
      • Cashiers Check: 10 business days
      • Bank Transfer (Wire Transfer): 10 business days

In some cases, we can still cancel the shipment even after it has been shipped. To do so, you MUST contact and notify us in writing (email) that you'd like to cancel the item or entire order immediately. Upon our confirmation that the order was successfully cancelled, your item or entire order refund will be issued in the full amount you originally paid, less a 25% restocking fee and any transport fees incurred.

 


Returning an Un-Damaged Order?

 

If you received an item and decided to return it, you can do so within 30 days of delivery if all of the following requirements are met:

  1. The item must be unopened, unused, and still in the original packaging.
  2. No amount of fuel or oil may have been ran through the unit by the customer.
  3. You must contact and notify us in writing (email) that you'd like to return the item within 10 calendar days of receiving the item.
  4. You MUST contact us to get an RMA Number and return instructions PRIOR to returning the item.

If you return an item without all four of the above requirements being met, the item will be refused by the warehouse and come back to you with “Freight Collect” terms, and no product refund will be issued. 

Once recieved, your package will be inspected and if all requirements are met a refund will be issued in the full amount you originally paid, less a 25% restocking fee.  This fee covers our costs that may include but is not limited to: product review upon our receipt, cleaning and repackaging of the product, the re-sale of a now “pre-sold customer returned product”, a compromised or non-transferable warranty during re-sale of a now “pre-sold customer returned product”, the original cost for shipping and handling the product to you as determined by Absolute Generators (regardless of our offer of “free freight” or freight included).  

Please note that you will be responsible for return shipping, coordination, and handling charges to return the product to the warehouse.

 


Returning a Damaged Order?

 

Delivery With Product Damage? (Non-Freight Carrier Caused)

Our customers need to test their products within 10 days of receipt.  Though uncommon, you may find the product with a non-freight fault in workmanship or materials.  This would be handled as a standard manufacturer warranty claim.  If the item is not working correctly, and it does not appear to have been damaged during shipping, please see the paperwork that came in the original box for instructions on how to file a standard warranty claim with the manufacturer. The manufacturer is responsible for any manufacturing defects or deficiencies with its products.  Often times we see these as simple issues resolvable by phone consultation. Please contact the manufacturer's customer service departments to progress your situation. They have expert technicians standing by to help solve your issue. Please have your model number and serial number available for fastest service. 

If you are without the manufacturer’s suggested warranty protocol, please reference the following instructions:

If upon un-boxing and/or at initial product assembly and/or testing a package appears to have been damaged or shipped with deficiencies in workmanship or materials (not due to shipping by the freight carrier and you did not refuse delivery), the item is often times mechanically sound, but will require some form of cosmetic (or even mechanical) correction.  Take the following steps:

Keep all the original packaging.  Until you have determined the magnitude of damage to and required remedy for your product, the original package may be evidence of the damage inflicted and may be required if unit replacement is needed.

    1. Discarding the original packaging and shipping materials prevents us from filing a shipping insurance claim and thus will negate your damage claim to repair or replace your unit with us, the manufacturer, or the freight company.
    2. Assess the situation, take pictures, and notes through the process.
    3. Visually review your item's apparent mechanical functionality.
    4. If catastrophic or serious mechanical functionality or failure is not apparent, test your items’ mechanical functionality.
    5. By email, send us both the pictures and a brief description of the situation.
    6. At the discretion of the manufacturer, the most effective and reasonable course of corrective action will be determined.  Your product will be subject to one of the following solutions in the following reasonable progression at the manufacturer's discretion:
      • Parts will be sent to customer for replacement by the customer when possible (default primary solution).
      • Unit repair and/or parts replacement at a local service center.
      • Unit return and replacement.
      • Unit return and refund.

 

Delivery With Product Damage? (Freight Carrier Caused)

If upon delivery you notice outer packaging damage, however you decided to accept shipment as the product within is assumed by you to be fine, we request you note to the freight carrier, upon signing for the delivery, “Possible Freight Damage”, on the delivery receipt while the driver is present.  If you discover later the product is damaged requiring remedy, a freight claim will be possible having previously noted it to the freight carrier.

If upon un-boxing and/or at initial product assembly a package appears to have been damaged during shipping by the freight carrier (and you did not refuse delivery), the item is often times mechanically sound, but will require some form of cosmetic (or even mechanical) correction.  Take the following steps within 30 days of original package receipt.

Keep all the original packaging.  Until you have determined the magnitude of damage to and required remedy for your product, the original package may be evidence of the damage inflicted and may be required if unit replacement is required.

  1. Discarding the original packaging and shipping materials prevents us from filing a shipping insurance claim and thus will negate your damage claim to repair or replace your unit with us, the manufacturer, or the freight company.
  2. Assess the situation:
    • Visually review your item's apparent mechanical functionality.  Take written notes and pictures.
    • If catastrophic or serious mechanical functionality or failure is not apparent, test your items’ mechanical functionality.
    • By email, send us both the pictures and a brief description of the situation.
    • We will then determine the most affective and reasonable course of corrective action.  Your product will be subject to one of the of the following solutions in the following reasonable progression at our discretion:
      • Parts will be sent to customer for replacement by the customer when possible (default primary solution).
      • Unit repair and/or parts replacement at a local service center.
      • Unit return and replacement.
      • Unit return and refund.

Returning Special Order Items Or Bulk Shipments?

 

Drop shipped special order or bulk shipments from manufacturer or distributor warehouse may have policies and instructions regarding cancellations, damage, returns, refunds, and warranty claims, and will have authority and financial responsibility over returns and will supersede the above.  These individual items and bulk quantities are not routinely stocked in-house and cannot be returned.