Payments and Returns Policy

Thank you for shopping at My Generator. We're here to ensure that your experience is perfect.

Payments

Just pick the product you’d like to purchase, add it to your shopping cart and proceed to the check out. You can add all the accessories that you require and nominate delivery address or depot pick up during the check out process. You can pay by credit card (Visa or MasterCard), Pay Pal, Bank Transfer, or Zip Money (Interest Free).  If you have any questions you can contact us via email through the Contact Us page or you can also call us on 1300 400 122. You can also place your order through the phone and pay by credit card (Visa or MasterCard).

Credit Card & PayPal Surcharge

A surcharge of 1.2% is applicable for all Visa, MasterCard or PayPal payments over $5,000. 

Currency

The only available currency for payment on this site is Australian Dollars, A$. All prices displayed on mygenerator.com.au are in Australian Dollars and all transactions are processed in Australian Dollars.

Shipping Policy

We have a page dedicated to our Shipping Policy. Please go to our Delivery Page for full details.

Payments Security Policy

When purchasing from My Generator your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology.128-bit SSL encryption is approximated to take at least one trillion years to break, and is the industry standard. Unfortunately, however, no data transmission over the Internet is 100% secure. While we strive to protect your information, we cannot ensure or warrant the security of such information. If you have any questions regarding our security policy, please Contact Us to talk with a customer support representative.

Returns Policy

In some rare instances, you may need some help with a return. Don't worry! The following information will help you process your return. For specific product warranty and delivery information check individual product pages.

Return Authorization Code Required

No returned merchandise will be accepted without a Return Authorization Code (RAC). Please contact our customer service centre via email at admin@mygenerator.com.au to obtain a RAC and shipping instructions. We will credit you in the same manner as your original payment within 5 business days of receiving the returned item. 

Unopened Products

You may return any "unopened" products and accessories within 14 days of delivery for a refund. Please send the item back to us in its original condition and packaging and we’ll refund your purchase price. The freight charges will need to be covered by the customer and a restocking fee equivalent to 20% of the purchase price will apply. This is non-negotiable.

Change Of Mind Returns

It is important to note that Consumer Guarantees do not apply if you simply changed your mind, found the item cheaper elsewhere, decided you did not like the purchase, or had no use for it, so please check the product listing carefully at the time of purchase. 

Opened Products

"Opened" products and accessories can be returned within 14 days of delivery and will be subject to a restocking fee equivalent to 35% of the purchase price to cover testing, cleaning and repackaging expenses. Simply return the item to us, shipping prepaid & using the most convenient shipping method available to you. Opened returns must be in saleable condition with original materials and packaging.

Exception: Caravan Covers can't be returned after they have been opened as it is not possible to repackage them as new.

Built to Order Products:

We are unable to accept for returns for products listed as "Built to Order".

Installed Products

If a fault or issue is identified with an "Installed" product, the product will need to be taken to a manufacturer approved service/warranty agent for inspection and diagnosis of the issue. Once the fault is identified by the service/warranty agent as either DOA or a warrantable defect, the manufacturer will offer a solution via the service/warranty agent.

Cancelled Orders

An order that has been shipped cannot be cancelled. If you refuse an order, it will then fall under our standard return policy.

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. 

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) Contact Us at your earliest convenience so we can process the appropriate claims and coordinate an exchange for you.

Defective/Faulty Products

We encourage you to test your product within 7 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. 

In the event a product fault or defect cannot be resolved over the phone, please Contact Us so we can arrange for the product to be inspected under the manufacturer's warranty and if deemed faulty - repaired. 

You are also always 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.

Incorrect Item

In the event that the incorrect item is delivered, please Contact Us so we can arrange and coordinate either your choice of replacement or refund.   

          Used Products

          Products that have been used can not be returned. They come with manufacturer's warranty. 

Warranty

Please refer to the manufacturer's policy on the product page for specific warranty details. For further help, please visit our Warranty Info page, and/or Servicing and Technical Support page.

Thank you, and as always, we are here to help if you need: Contact Us