Refund & Return Policy

1. Return Policy Overview

Genetrax Power Solutions is committed to providing an exceptional customer experience that extends well beyond your purchase. Our comprehensive return policy ensures your complete satisfaction with every power equipment purchase.

What Makes Our Policy Different

• No Risk Shopping: Try our equipment risk-free for 30 days
• No Hidden Fees: Absolutely no restocking or processing fees
• Fast Processing: Returns processed within 1-2 business days
• Easy Exchanges: Swap for any item of equal or greater value
• Expert Support: Dedicated return specialists to assist you

2. Free 30-Day Returns

Our 30-day free return policy covers all products and ensures you have plenty of time to evaluate your power equipment purchase.

Return Timeline

• 30 Full Days: Return window starts from delivery date
• Weekend Inclusive: All days count, including weekends and holidays
• Delivery Confirmation: Timeline based on carrier delivery confirmation
• Grace Period: We often extend deadlines for customer convenience

What's Included at No Cost

• Return authorization and processing
• Prepaid return shipping labels
• Professional packaging and handling
• Quality inspection and testing
• Full refund processing

Eligible Items for Free Returns

• All portable and inverter generators
• Log splitters and wood processing equipment
• Standby generators (specific conditions apply)
• Power tools and accessories
• Transfer switches and electrical components
• Safety equipment and protective gear

3. Free Exchange Program

Sometimes you need a different size, model, or configuration. Our free exchange program makes it easy to get exactly what you need.

Exchange Options

• Size Changes: Different generator wattage or log splitter tonnage
• Model Upgrades: Exchange for higher-end models (pay difference)
• Brand Switches: Try different manufacturers at no cost
• Accessory Swaps: Different transfer switches, cords, or accessories
• Color Variations: Different colors or finishes when available

Exchange Process Benefits

• Fast Turnaround: New item ships as soon as we receive your return
• No Double Shipping: We coordinate to minimize your downtime
• Price Protection: Honor original pricing for 30 days
• Credit Differences: Automatic refund if new item costs less
• Expert Consultation: Our team helps you choose the right replacement

4. Return Process

We've made returning items as simple as possible with our streamlined 5-step process:

Required Information

• Order number or invoice number
• Reason for return (optional but helpful)
• Preferred resolution (refund, exchange, store credit)
• Contact information for updates

5. Refund Processing

Our refund process is designed to get your money back to you as quickly as possible while ensuring all quality standards are met.

Refund Timeline

• Inspection: Items inspected within 24 hours of receipt
• Processing: Refunds processed within 1-2 business days
• Bank Processing: 3-5 business days depending on your bank
• Total Time: Typically 5-7 business days from return receipt
• Tracking: Email updates at each stage of the process

Refund Methods

• Original Payment Method: Refund to original credit/debit card
• Store Credit: Immediate credit for future purchases (optional)
• Check Payment: Available for special circumstances
• PayPal Refund: For PayPal payments

Refund Includes

• Full product purchase price
• Original shipping costs (always free at Genetrax)
• Any applicable taxes
• Extended warranty costs (if purchased)
• Installation fees (if not yet performed)

6. Exchange Process

Our exchange process is optimized to get you the right product as quickly as possible with minimal disruption.

Exchange Timeline

• Same-Day Processing: New item ships same day when possible
• Cross-Ship Option: Receive new item before returning old one
• Price Matching: Honor better prices found during exchange period
• Expedited Shipping: Free expedited shipping on exchanges

Exchange Options

• Direct Exchange: Swap for exact same model (different unit)
• Upgrade Exchange: Pay difference for higher-end model
• Downgrade Exchange: Receive credit difference for lower-cost item
• Brand Switch: Try different manufacturer at same price point
• Accessory Exchange: Different cables, switches, or add-ons

7. Product Condition Requirements

While we have generous return policies, certain condition requirements ensure fairness and safety for all customers.

Acceptable Return Conditions

• Unopened Items: New, unopened items in original packaging
• Opened but Unused: Items removed from packaging but never operated
• Tested Items: Items briefly tested but not put into regular use
• Display Models: Items used for demonstration purposes only

Required Documentation

• Original receipt or order confirmation
• All included manuals and documentation
• Warranty cards and registration materials
• Original packaging (preferred but not required)
• All accessories and included components

Packaging Requirements

• Original Packaging: Use when available for best protection
• Alternative Packaging: Sturdy box with adequate padding
• Fragile Items: Extra protection for sensitive electronics
• Heavy Equipment: Special crating available upon request

8. Special Item Considerations

Certain types of power equipment have special considerations due to safety, regulatory, or practical requirements.

Generator-Specific Policies

• Fuel Restrictions: Generators must be drained of all fuel and oil
• Installation Items: Uninstalled standby generators fully returnable
• Used Units: Generators that have been operated may have restrictions
• Commercial Models: Special arrangements for large commercial units

Electrical Components

• Transfer Switches: Returnable if not electrically connected
• Wiring Components: Must be unused and unmodified
• Electrical Panels: Cannot be returned if installed or modified
• Custom Electrical: Custom-built electrical components non-returnable

Log Splitters and Heavy Equipment

• Assembly Status: Returnable if not fully assembled or operated
• Hydraulic Fluid: Must be drained before return
• Shipping Arrangements: Special freight arrangements for heavy items
• Crating Costs: We cover all crating and shipping costs

9. Damaged or Defective Items

Items that arrive damaged or prove defective are handled with priority processing and additional protections.

Shipping Damage

• Immediate Reporting: Report damage within 24 hours of delivery
• Photo Documentation: We'll guide you through documentation process
• Expedited Replacement: New item ships immediately
• Carrier Claims: We handle all carrier damage claims
• No Customer Cost: Absolutely no cost to customer for shipping damage

Defective Products

• Extended Return Period: Up to 1 year for manufacturing defects
• Manufacturer Coordination: We work directly with manufacturers
• Warranty Claims: Process warranty claims on your behalf
• Replacement Options: Repair, replace, or refund options available
• Expedited Service: Priority handling for all defective items

10. International Returns

International customers enjoy many of the same return benefits, with some modifications for customs and shipping considerations.

International Return Policy

• Return Period: Same 30-day return window
• Return Shipping: Customer responsible for return shipping costs
• Customs Handling: We assist with customs documentation
• Duties and Taxes: Original duties/taxes may not be refundable
• Processing Time: Additional time required for international shipments

International Exchange Options

• Limited exchange options based on inventory availability
• Shipping costs for exchanges are customer responsibility
• Customs documentation provided for all shipments
• Extended processing time for international exchanges