Refund and Returns Policy

Countries

All returns and refunds are applicable to United Kingdom.

Return Eligibility Window

Our return policy allows customers to return products within 30 days from the date of delivery. After this period, we are unable to accept returns or offer refunds. Please ensure that the product is returned within this time frame to be eligible for a refund.

Scope of Policy

This policy applies to all products purchased directly from Elite Generators via our website. It covers returns and refunds, but exchanges are not available. Refunds will be processed instead of exchanges.

Returns

To initiate a return, please ensure the product meets the eligibility requirements, including being unused, in its original condition, and with all original packaging and accessories. Returns are accepted only if the product is returned within the 30-day return window.

Return Label

Once your return has been authorized, we will provide you with a return shipping label. This label should be used for shipping the product back to us. Please ensure that you use a tracked and insured shipping service for your protection.

How to Initiate a Return

To initiate a return, please contact us via email at Info@elitegenerators.co.uk or call our customer service team at +44 7429918868. Provide your order number, the product in question, and the reason for the return. Once your return is authorized, we will send you a return authorization number and further instructions.

Preferred Contact Method

We recommend contacting us via email at Info@elitegenerators.co.uk for quicker response times. Alternatively, you can reach us by phone during business hours (Monday – Friday, 9 AM to 5 PM GMT).

Await Return Authorization

Before returning your item, please await return authorization. Unauthorized returns may not be accepted or processed. Our team will provide you with an RMA number and further return instructions.

Package the Product Securely

When returning your product, ensure that it is securely packaged to prevent any damage during transit. Use the original packaging if available, and include all parts, accessories, and documentation that came with the product.

Who Covers Return Shipping?

Unless the return is due to a defect, damage in transit, or an incorrect item delivered, the customer is responsible for the return shipping cost. We recommend using a tracked and insured service for the return.

Return Conditions

Products must meet the following conditions to be eligible for a return: The item must be unused and in resellable condition. All original packaging, accessories, and documentation must be included. The product must be returned within the 30-day return window. Returns that do not meet these conditions may be rejected or subject to a restocking fee.

Change of Mind Returns

If you have changed your mind about your purchase, you can return the item within 30 days for a refund, provided the product is unused and in its original condition. Please note, you will be responsible for the return shipping costs. Exchanges are not available.

Defective Items

If you receive a defective item, please contact us immediately. We will offer a full refund for defective products. In this case, we will cover the return shipping cost.

Damaged in Transit

If your item arrives damaged due to transit, please contact us within 48 hours of receipt. We will issue a full refund and cover the return shipping costs.

Incorrect Items Delivered

If you receive an incorrect item (different from what you ordered), please notify us within 48 hours of receipt. We will arrange for the return of the incorrect product and issue a full refund. The return shipping costs will be covered by us.

Refund Processing

Once your return is received and inspected, we will process your refund within 14 days. The refund will be issued to your original payment method. Please allow up to 14 business days for the refund to appear in your account.

CONTACT US