Last Updated: June 2026

Confidence Backed by Professional Marine Power Solutions

At Generator Plus, we are committed to providing professional support, transparent communication, and reliable marine generator solutions for customers worldwide. We understand that marine generators, replacement power systems, spare parts, and related equipment represent significant investments. For that reason, every order is handled with care from quotation through delivery and after-sales support.

This Returns & Refund Policy explains how Generator Plus manages eligible returns, refunds, exchanges, warranty assistance, and customer support for domestic and international orders.

1. Our Commitment

Generator Plus supplies genuine marine generators, spare parts, and accessories sourced through trusted manufacturers and established marine industry distribution networks.

Before dispatch, every order is reviewed to help ensure product accuracy, documentation, packaging, and shipment preparation.

If your order arrives damaged, incorrect, or affected during transportation, our team will work with you to investigate the issue and provide an appropriate resolution where applicable.

2. Return Eligibility

Customers may request a return or exchange under the following circumstances:

• The product arrived damaged during transport.
• An incorrect product was supplied.
• The product remains unused, uninstalled, and in its original condition.
• The return request is submitted within the applicable return period.

The following items are generally not eligible for return:

• Special-order or custom-configured generators.
• Products ordered specifically to customer specifications.
• Installed, used, or modified products.
• Electrical or electronic components after installation or activation.
• Products damaged through improper installation, misuse, negligence, or unauthorized modification.

3. Return Timeframes

EU & EEA Consumers

Eligible private customers within the European Union and European Economic Area may request a return within 14 days of delivery in accordance with applicable consumer protection legislation.

International Customers

Customers outside the European Union may request eligible returns within 21 days of delivery unless longer return rights apply under local consumer protection laws.

Business Customers (B2B)

Business purchases are reviewed individually. Return requests require prior written authorization from Generator Plus before any goods are returned.

4. Return Authorization

Before returning any product, customers must contact Generator Plus to obtain return authorization.

To help us process your request efficiently, please provide:

• Order or invoice number
• Product model and serial number (where applicable)
• Photographs showing the product and reported issue
• A brief description of the reason for the return

Returns received without prior authorization may be refused or experience processing delays.

5. Inspection & Refund Processing

All returned products are inspected upon arrival to verify eligibility and condition.

Where a return is approved:

• Refunds are generally processed within 7–14 business days following inspection.
• Refunds are issued using the original payment method wherever possible.
• Approved exchanges or replacement products may be arranged where appropriate.

For eligible non-defective returns, reasonable restocking or handling charges may apply where permitted by applicable law.

Shipping charges, customs fees, duties, and similar costs are generally non-refundable unless the return results from an error by Generator Plus.

6. Warranty Support

Many products supplied by Generator Plus are covered by the manufacturer’s warranty, subject to the manufacturer’s published warranty terms.

Warranty claims may require:

• Product serial number
• Proof of purchase
• Photographs or videos showing the reported issue
• Supporting technical information where appropriate

Generator Plus will assist customers with warranty coordination where applicable but cannot alter or extend the manufacturer’s warranty coverage.

7. Return Shipping Responsibility

Unless the return results from an error by Generator Plus or a confirmed shipping issue, customers are responsible for return shipping costs, freight insurance, customs duties, brokerage fees, taxes, and other transport-related expenses.

For valuable equipment such as marine generators, we strongly recommend using a fully tracked and insured shipping service.

8. Order Cancellations

Orders may generally be cancelled before packaging, freight booking, or shipment preparation begins.

Once export documentation, freight coordination, or dispatch preparation has commenced, cancellation may no longer be possible.

Special-order, custom-built, or customer-configured products may not be eligible for cancellation after order confirmation.

9. EU Consumer Right of Withdrawal

Where applicable, eligible EU consumers have the legal right to withdraw from qualifying purchases within 14 days under European consumer protection legislation.

Customers wishing to exercise this right should contact Generator Plus during the withdrawal period to obtain return instructions.

This statutory right does not affect any additional rights provided under applicable law.

10. Contact & Customer Support

For return requests, refund enquiries, warranty assistance, or general order support, please contact:

Generator Plus

Oskarstraße 144
47167 Duisburg-Hamborn
Germany

Telephone: +49 241 94379950

Email: sales@generatorplus.de

VAT ID: DE 119498781

Business Hours: Monday – Sunday | 9:00 AM – 6:00 PM

11. Return & Refund Request Form

To begin a return request, please email sales@generatorplus.de with the following information:

Customer Information

• Full Name / Company Name
• Email Address
• Telephone Number

Order Information

• Order or Invoice Number
• Product Model
• Product Serial Number (if applicable)
• Delivery Date

Reason for Request

☐ Damaged During Transit

☐ Incorrect Product Received

☐ Warranty Claim

☐ Other

Please include a brief description of the issue together with photographs where available.

Preferred Resolution

☐ Replacement

☐ Refund

☐ Technical Assistance

If applicable, please confirm that the product remains unused, uninstalled, and in its original packaging.

Our Commitment

Generator Plus is committed to integrity, fairness, and transparent customer service. Whether your order is delivered within Germany or internationally, our team works to ensure every return, refund, and warranty request is handled professionally, promptly, and in accordance with applicable consumer protection laws.