Make a Return - EngineerSupply

Customer Service

Make a Return

Please note that the 3% credit card processing fee is non-refundable on any return, refund, cancellations for any reason including but not limited to out of stock, ELT's or discontinued items or exchange. Once you agree to submit an order on our website, you are agreeing to pay these fees. This fee is charged by the processing bank and remains in effect even if a refund is issued.

Cancellation requests must be made within 12 hours of placing your order. After 12 hours, we will no longer be able to cancel your order. Please always check your confirmation immediately after ordering to check that your order is correct and accurate. This will allow you time to cancel or make changes to your order.

Complete Return Request Form Online!

RETURN POLICY

All return request forms must be submitted within 30 days of the delivery date of an order. Any request submitted after this time period will be denied.

All items must be returned in the original packaging, and must be in new, resalable condition. Items purchased as a package or kit must be returned in full. No partial returns are allowed.
Return Exceptions: Consumable items, such as paper products, refills for electric erasers, replacement cartridges, et cetera, cannot be returned. Items that packaged in blister packs (thick plastic covering that requires the use of scissors to open) that have been opened, may not be returned. Special order items are non-cancellable, non-returnable, and non-refundable. This includes all Generac products. Special order items include but not limited to are custom colors on products and items ordered that are not listed on our website. If an item is not returnable, it is clearly indicated on its catalog product page.
Refunds may not be made (or if accepted an additional fee maybe deducted) on merchandise that is:
- fully or partially assembled
- not in new, resalable condition
- damaged due to use/mishandling by the customer

Authorized returns of non-defective/damaged merchandise will be refunded in full minus a 20% restocking fee and shipping. Shipping is non-refundable.

Restocking fees are waived if the customer places a new order of equal or greater value within 10 business days of submitting the return request form.

RETURN SHIPPING

We recommend that you use a shipping company such as UPS, FedEx, or USPS that offers a tracking number feature when making a return.
Return shipping will be the responsibility of the customer, unless otherwise advised.
A return shipping label can be sent to you upon request for a shipping charge that depends on the weight and size of the package, and this will relieve the customer of any liability should the package get lost or damaged during transit. (A quote will be sent to you during the return process, if requested)
Items being returned due to damage, defect or an incorrect shipment must also be returned within 10 business days of you receiving the return label/RMA number. If within 30 days the item(s) is not returned, you will be responsible for payment of the item(s), and your original form of payment will be charged as applicable.

DAMAGED ORDERS

We strongly advise that our customers inspect and test any product immediately upon receipt. If any product is found to be defective or damaged, please notify us within 24 hours of the issue as claims need to be filed with the carrier as soon as possible, when damaged.
Please be aware that pictures of any damage or defective item maybe requested. You may send these pictures before they are requested to returns@engineersupply.com and include your order number in the subject line.
We request that the shipment be inspected and any damage be reported within 24 hours of delivery to the shipping company and if possible, that the customer note "DAMAGE" on the delivery confirmation paperwork.
Replacements for defective/damaged items may be subject to inspection prior to a replacement shipping to you. You will be informed of when the replacement will ship once we have contacted the warehouse.
After our 30 day return period, any defective or damaged item is ineligible for refund but may possibly be covered by the manufacturer's warranty. The manufacturer will need to be contacted for any details relating to warranty.

UNAUTHORIZED RETURNS

Unauthorized returns may not be refunded.
Restocking fees are charged if the customer refuses a shipment without a return authorization number or prior approval. Original shipping is non-refundable. The return shipping cost may be deducted from the refunded amount.
Any undeliverable order which is returned to the warehouse due to an incorrect address, the customer not being available for delivery or a refusal by the customer may have the restocking fee and return shipping cost deducted from the refunded. If the order is still wanted, you may need to place a new order. If the order is eligible, a reshipping fee will be charged to your original form of payment.
Any order shipped to a freight forwarder, or shipped outside of the USA by the customer is not eligible for return.

Please Note the List of Generac Items Below That Are Non-Returnable:

Special Order items including but not limited to Generators
Whole goods and attachments, literature, engines, pumps, short blocks, electrical parts, gaskets, liquids, chemicals, sprays
Items with damaged or non-original packaging
Installed, used or damaged items

WARRANTY INFORMATION

For returns which are past the 30 day period, purchases made through EngineerSupply are no longer authorized to be returned or refunded. After this time, products may be covered by their respective manufacturers' warranty. In some instances, manufactures will offer replacement or repair at their discretion. For your convenience, we can provide the manufacturers' contact information for your product.

We are always interested in receiving feedback for any of the products and brands we sell. If you have any comments you wish to share, please contact us at returns@engineersupply.com.