Cancellations & Refunds

You may cancel an order prior to its dispatch providing we have no special agreement to order the item in for you, or orders if you are a business or company (or if the intended or actual use is commercial in nature). If the item has been despatched before being informed of your desire to cancel, you will have to return the product according to our returns policy at your own cost. You may only return an item that is unwanted under the following criteria and if you are not ordering goods as a business or company:

• The item is in an ‘as new condition’. It must be returned to us in its original condition unused and in its original packaging which should not be marked or damaged (e.g. if you have opened the box to examine the product you must have done so without damaging or marking the product at all). It should be returned with the original box, packaging, and accessories. Do not write directly on the packaging.
• Electronic items that are sent in sealed packaging cannot be returned if the seal is broken unless faulty (see warranty section below).
• You must notify us in writing by letter or email within 14 working days of receipt of the item. You should keep a copy of this.
• You then must send the goods back to us within a further 30-day period.
• The order is not an order for a business or company or intended to be used for business or commercial purposes.

Items must then be returned us or the individual and product specific supplier (to be advised at the time of notification). Items not returned to us or our suppliers in an ‘as new condition’ will not be refunded and any costs to return the items to you will have to be paid before we can return them.

Please note that if an exchange for another item(s) is requested then you agree to the standard delivery charge that would apply to that item(s) if purchased through our checkout procedure on our website.

1. Please note that we cannot be held responsible for lost returns so please ensure you return them via an appropriate courier or insured method as we do not accept any liability until received by us or our suppliers. All costs associated with the return of the unwanted item are to be paid by yourself and return must be made to the correct despatch warehouse. We will inform you when notified of your intention to return an item of where this should go to.

Goods should be returned with adequate protection to ensure that the goods and packaging reach us in good condition. If any goods are damaged in transit you will have to pursue a claim with the courier or mail service that you used as we will not be able to pursue this claim on your behalf.

All goods returned to us or our suppliers as unwanted will be examined upon return and any refunds / exchange will only be applied once final agreement has been made to accept the product(s) back in accordance with our terms & conditions. Any free or bundled items received with the product must also be returned. If they are not, they will be deducted at the price an individual basis and excluding any discounts which may have previously been added to the product.

Any deposits received to secure items to be delivered as part of a business-to-business contract for supply of goods are non-refundable in the event of cancellation by the customer.

Warranty & Replacements

All of our products are covered by a manufacturer’s warranty covering both faulty materials and faulty workmanship, it does not cover general wear and tear or damage. This excludes products or parts of products that are consumables or that become faulty to due to general wear and tear.

In terms of a faulty item being replaced, fixed or refunded, Hampshire Generators is a reseller of any goods or services received through our website, therefore an individual product’s warranty would be subject to the supplier’s terms and conditions and will be maintained by the company of origin. The Hampshire Generator and UPS Co will be happy to help you contact those companies who will maintain your products individual warranty, however, we are not responsible for any product directly. Please note that generators use petrol and diesel engines and couriers may not accept oil and fuel so this will need to be drained before units are collected under warranty.

Note – Warranty or commercial user warranties vary from the private use warranty mentioned on each product page (normally one year max). Please contact us for specific business use warranty periods if this is important to your purchase decision.

Generators are technical items which are designed to be used by professionals and / or competent individuals. Please ensure you are in a position and have experience of operating and maintaining a unit before purchase. We will, of course, assist in any way we can and we can offer a price for any installation, commissioning and servicing required.

Generators require servicing at the correct intervals to ensure long and reliable service life and to maintain the warranty cover.