Thank you for shopping at Smart Generators. Every one of our generators is assembled and tested by our highly trained technicians to insure the highest quality.
Our return policy gives you 30 days from the shipping date to return any product, provided it’s new, unused and in the original packaging as received or defective. We highly recommend that the buyer thoroughly inspect the purchased product before using it and also ensure the user of the product is familiar with the correct application and proper care. If an item is opened and deemed to be defective within 30 days from the shipping date return the item to Smart Generators with the proper RMA number and Smart Generators will replace it with an identical item or a full store credit will be issued upon approval of the return. If a refund is requested a 15% restocking charge plus any shipping costs Smart Generators has incurred, will be assessed upon approval of the return. Return shipping is the responsibility of the buyer. We cannot accept returns for any reason after 30 days from the shipping date.
Smart Generators will only pay the return shipping costs if the return is a direct result of our error (you received an incorrect item) and re-ship the correct item at no charge.
All “Free Shipping Offers” will be charged a normal shipping charge before a refund is issued. If the return of a product or products causes the original order to fall below the free shipping threshold the remaining items and returned items will be billed for the normal shipping charges.
All shipping charges “ground or express” are non-refundable.
All manufacturers’ warranties will prevail.
Warranty shall not apply to: products which are used for a purpose other than which they were designed for or which have been altered in any way that would be detrimental to the performance or life of the product. Misapplication, misuse, negligence will revoke the warranty.
All returns are subject to our approval and must be accompanied by an RMA issued by a Smart Generators representative in order to be processed.
Refunds
When we have received and processed your return, we will send you an email confirmation. Refunds take 5 to 7 business days to show a credit on your credit card. The credit will be for the amount of the merchandise ordered after any freight or restocking charges.
To Refund or Return Please Call 516-224-3363 to request a Return Authorization Number “RMA”
No returned merchandise will be accepted without a Return Material Authorization (RMA). Please call our toll free number and speak with a customer solutions representative to obtain a RMA # and shipping instructions.
Unopened Accessories
You may return any “unopened” accessories within 30 days of delivery for a full refund. Simply return the item to us, shipping using the most convenient shipping method available to you.
Opened Accessories & All Generators
“Opened” products and generators can be returned within 30 days of delivery*, but will be responsible for all freight costs both ways and a 10% restocking fee. Simply return the item to us using the most convenient shipping method available to you. Opened returns must be in salable condition with original materials and packaging.
* Engine powered equipment cannot be returned once it has been gassed or oiled due to federal shipping regulations.
Factory Direct Items
These items are shipped to you directly from the manufacturer and may be returned with approval from the manufacturer. If approved, you may be responsible for round trip shipping costs, as some products include free shipping, yet the cost of shipping may be included in the retail price. You may also be responsible for a restocking fee of 10%.
Cancelled Orders
An order that has shipped cannot be cancelled. If you refuse an order, which has already been shipped, you will be responsible for both the outbound, return shipping costs, and a 10% restocking fee.
Built-to-Order Items
There are no returns allowed for products, which have been specially built for you and shipped by the manufacturer. These items are not routinely stocked at our warehouse and therefore cannot be returned.
Installed Items
Once an item has been installed it cannot be returned. Any damage due to improper installation is the responsibility of you or your installer. A warranty claim can be made, but it is up to the discretion of the manufacturer if they will cover any costs associated with an incorrect installation.
Damaged Products
You must take the time to inspect the goods before you sign the delivery receipt from the carrier. If you sign the delivery receipt without inspecting the shipment you will be responsible for filing a freight claim and arranging for a repair or return of the damaged goods. Concealed damage claims must be reported immediately.
Suspect Damage
On occasion, the outer carton may look damaged, but the product inside the box is perfectly fine. If you suspect concealed damage, notate “Possible Freight Damage” on the delivery receipt while the driver is present. This way, if you discover later that the product is damaged, the remedy of a freight claim is less of a hassle.
Obvious Damage
Do not sign for damaged products. If your product arrives damaged, please (a) REFUSE DELIVERY and (b) Call Us Immediately so we can process the appropriate claims and coordinate an exchange for you.
Defective Products
We encourage you to test your product within 15 days of receipt so we can quickly remedy any mechanical problems. If you think your product is defective, don’t worry.
In most cases, it’s a simple issue that can be resolved over the phone. You are also welcome to contact the manufacturer’s customer service departments. They have expert technicians standing by to help solve your issue. Please have your model number and serial number available for fastest service.
