We want all our customers to be completely satisfied with our products.
If you have any issues with your machine, please contact us immediately on 01646 687 880. Usually one of our knowledgeable team will be able to get you up and running in no time. Our phone calls are recorded and may be monitored for training and dispute resolution purposes.
If, however, we are unable to identify the issue you may wish to return your product.
Order cancellation: If you place an order and wish to cancel that order on the day of purchase, this is fine! Please be sure to call us before 2pm on the day of purchase to prevent your order from being shipped.
Change of mind (new condition) within 30 days of delivery: If your item is in new condition and you have simply changed your mind before using it, there will be a service charge of up to 5% to contribute towards the carriage, handling and restocking. We will just need to check the machine over once received back into our warehouse before the refund is issued.
Change of mind (used condition) within 30 days of delivery: If your item is in used condition and you have changed your mind having before used it, there will be a service charge of 5% to contribute towards the carriage, handling and restocking. We will just need to check the machine over once received back into our warehouse before the refund is issued. Where relevant, you will need to drain down fuel and oil and ensure that the item is adequately packaged for courier transit.
Received damaged: If your parcel is received damaged, please ensure that this is noted with the delivery person. It is vital that you contact us immediately to ensure that we are able to make a claim with the courier. Please advise us of transit damage within a maximum of 48 hours. We will then arrange for collection and replacement or refund. Where relevant, you will need to drain down fuel and oil and ensure that the item is adequately packaged for courier transit.
Faulty items: In the unlikely event that your machine develops a fault, for your safety and to prevent further damage, please stop using it immediately. We have a vast range of parts for our machines in stock and for your convenience, we are usually able to identify the issue over the telephone and get a replacement part out to you quickly. Most faults can be rectified without any prior knowledge or expertise. If however, your device develops a fault and needs to be returned within the first 30 days after purchase we will arrange for a courier collection and replacement. After 30 days you will be offered a repair wherever this is possible.
Shipping & Delivery
Here at The PowerSite, we're working hard to ensure that all orders are unaffected by recent events whilst keeping our team as safe and well as possible. We urge our customers to follow the latest advice to stay alert and to stay at home as much as possible. We are working closely with our couriers to ensure there is little to no delay in deliveries. Our current courier performance for mainland UK (excluding the Highlands and Islands) is 1-3 working days, but there might be a slight delay in our couriers making delivery tracking available for your order. Items over 70Kg will be delivered in 2-5 days. Thank you for your patience.
In most cases, a product on our website will give you an indication of the current stock availability, but shipping is not uniform for all products. This availability is based on information from our suppliers and from sales and supply patterns. The availability information given is a guide only and not a guarantee as there are external factors that we may not have control over.
1500rpm machines or larger diesel generators, however, are typically priced on application and all depend on the destination. We will be happy to quote on any large diesel generator and discuss your needs over the phone or via email.
If you need to be certain an item is in stock and available, or if you need a lead time, it's worth calling our sales team on 01437 700 123. Pricing for extended shipping areas like Northern Ireland, the Scottish Highlands and outlying Islands, Outer Hebrides, Channel Islands, Isle of Man, Scilly Isles, and other postcodes not considered as UK mainland by our suppliers can be obtained also by calling our offices.
Please note that the processing of a payment and acknowledgement email does not constitute a legally binding contract. In the case of mispricing, changes in stock quantity, or if we believe the machine will be misused, we reserve the right to cancel the order and provide a full refund.
N.B. Although the below chart is accurate, it does not apply to all products due to volumetric weights and specific postcode areas. Please call if you have any queries about shipping charges before you place an order on our website.
Carriage is also chargeable on all parts and items under £50 in value, and our sales team may contact you after a sales order has been made if additional carriage surcharges need to be applied.
Privacy & Security
Please refer to our Privacy Policy.
Cancellations & Refunds
You may cancel an order prior to its dispatch providing we have no special agreement to order the item in for you, such as bulk orders if you are a business or company. If the item has been dispatched 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:
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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, accessories. Do not write directly on the packaging.
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You notify us in writing by fax, letter or email within 14 working days of receipt of the item and return them within 30 days. We recommend you keep a copy of this.
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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 to the individual and product-specific supplier. Items not returned to 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.
NB. 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 the return must be made to the correct dispatch 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 a 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 on an individual basis, excluding any discounts which may have previously been added to the product.
Warranty & Replacements
All of our products are covered by a manufacturers 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 due to general wear and tear.
In terms of a faulty item being replaced, fixed or refunded, ThePowerSite is only 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. ThePowerSite 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.
Genpower will not be liable nor able to pay forward any current or historical ancillary costs and expenses incurred as a result of, but not limited to the purchase, sale, storage, receipt, delivery, handling, loading. cost due to downtime or repairs, hiring.
As a dealer or reseller of Hyundai equipment (or affiliated brands). Should an item be purchased for the intent of resale to the public, if said product is not sold within the first 12 months of purchase, the warranty will begin regardless of whether the product has been sold or not.
For specific information on warranty by brand, please follow one of the following links:
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For Hyundai Power Equipment warranty information, excluding 1500rpm machines, click here.
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For Hyundai Power Equipment 1500RPM machine-specific warranty, click here.