How do I return a portable generator?

This article describes the basic requirements, limitations, and the process for returning Generac portable generators to the place of purchase.

Environment

This article applies to Generac portable generators. If you are requesting a return for a home standby generator that is already installed, first request a diagnosis from a Generac authorized service dealer, ideally the Generac dealer who installed the generator initially.

Return eligibility

Return policies vary by retailer or distributor. Generally, portable generators are eligible for return only when they meet all of the following conditions:

• Be in original, new, unused, and resalable condition.
• Have never had gasoline or oil added to the gas tank or crankcase.
• Include all original packaging, accessories, manuals, and documentation.

Return processing by place of purchase

The return process for portable generators ultimately depends on where the unit was purchased:

• If purchased from a retailer or wholesaler (Home Depot, Lowe's, Costco, etc.), follow the retailer’s return process described here.
• If purchased directly from Generac at Generac Power Products, follow the return process described here.

Retailer returns

Before contacting the retailer, verify the product meets the return eligibility requirements above and review the retailer’s return policy. Ultimately, the return process will be dictated by the retailer's return policy. For example, many retailers require portable generators to be returned within 2-7 days after purchase, but this varies by retailer.

A typical retailer return process is:

1. Customer contacts the retailer to request a return.
2. The retailer submits a return authorization (RA) request to Generac.
3. Generac reviews the request and approves or denies the return based on policy.
4. The retailer notifies the customer of the decision.
5. If approved, the retailer initiates the return and processes the refund to the customer per the retailer’s policy.
6. If the return request is denied, the customer should contact a Generac service dealer for diagnosis and, if applicable, warranty repair.

Note: Prior to requesting a return authorization from the place of purchase, review that retailer’s return policy. See below for a few retailer's return policy pages for convenience:

• Home Depot return policy
• Lowe's return policy
• Menards return policy
• Costco return policy

Generac returns

If the product was purchased directly from Generac Power Products, verify the unit meets the return eligibility requirements above and follow these steps:

1. Obtain a return authorization: No returned merchandise will be accepted without a Return Authorization. Please contact us via email or call us toll-free at 1-888-440-5170 for a Return Authorization and instructions.
2. If Exchanging: When obtaining Return Authorization, tell us which item(s) you wish to order in exchange for the product you are returning. (For fastest exchange, call and purchase your new item first. Your account will be credited once your return shipment is received.)
3. Repacking Instructions: When you call for Return Authorization, we will review packing requirements with you.

• Federal Law requires that all machines that utilize gasoline, oil, or other flammable liquids be drained prior to shipment.
• Gas caps and oil plugs must be left off for 24 hours prior to shipping. Liability for violation of this law resides with the sender of the shipment.
• Securely repackage the item(s). All products should be packed in original or equivalent packaging. Generac will not assume responsibility for improperly packaged returns.
• If the original internal packaging material (cardboard, styrofoam, etc.) was not saved, use newspaper to help protect the product in shipment.
• If your product arrived on a pallet, it needs to be on the footprint of the pallet, strapped down with cord or strapping material, and the item must be covered with cardboard or plastic.

  4. Return shipping charges

Customer is responsible for shipping charges from the original shipping address. These charges can be found on our Shipping Information Page.

If you have questions about eligibility or need assistance, contact the place of purchase (retailer or Generac Power Products at 1-800-511-0658) for next steps.