Refund and Return policy

Key information:

  • 30 days return window
  • 10 days for return processing
  • 25 % restocking fee
  • Free cancellation before shipping

Cancellations & Refunds:

Cancel your order any time before it ships completely free of charge (exceptions apply such as custom orders)

If you have questions, please send an email to sales@powergenhub.com or contact us at (972)-922-0429.

Cancellations (Before Order Ships):

If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. Reach agents during business hours: (7am-7pm CST) at sales@powergenhub.com or contact us at (972)-922-0429.

Cancellations of Custom Orders:

Custom or made-to-order products cannot be canceled or refunded as these products are put into production specifically for your order.

These units are custom-made to your specification or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us. 

All sales are final for Custom made and Made-to-order products.

Refunds and Returns:

If you need to exchange your product, you may do so within 30 days of purchase. You, as the customer, are responsible for any shipping costs throughout any returns and exchange processes. 

Due to drastically increasing LTL/freight shipping costs, any outright returns will incur a 25% Restocking fee + return shipping costs. If you are replacing the product with something else, we may be able to help you cover some of the costs depending on the product. 

Shipping Times:

We promise to do our best to get your order to you as soon as possible. We provide estimated shipping times on the product pages. All orders are dispatched within 1-2 business days and delivered within 5-7 business days.

Order delays have proven to be unavoidable and outside of PowerGenHub control. While this might be frustrating, we ask you to please be patient and understanding with us in these tough times. We thank you for your business and appreciate your patience.

    Damages:

    Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery. If your item(s) arrive damaged please send photos of the damage, box, and SKU, along with a brief description of the damage to sales@powergenhub.com and we will process an insurance claim on your behalf. Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures or visible signs of exterior damage must be reported within 24 hours. 

    Warranty:

    Warranties vary depending upon the manufacturer - see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 30 days, that is not a warranty claim.

    Returns:

    The PowerGenHub default is that customers will be responsible for all return shipping charges or re-consignment fees caused by customer error, unless otherwise stated on the product page. 

    All of our products have guaranteed warranty policies - meaning that you will 100% get a fully functional, operating product that you paid for without any extra expenses incurred on your end - please see individual product pages for details. 

    Refunds:

    Once the manufacturer receives the returned item and verify its condition, we will process the refund back to the original payment method used for the purchase. Please allow us up to 10 business days to process your refund. For the bank, 7-10 business days are typically needed for credit to be returned to your card. For disputed orders, it may take 3-6 months to resolve them.

    Note:

    You must complete the return form provided by the manufacturer before shipping back a purchase. Unauthorized or billing-upon-receipt returns will not be accepted.
    If due to customer or logistics reasons, the warehouse does not receive the return, we will not issue a refund. You have 7 days to return the machine from the day you get the return authorization information form from manufacturer of the product. Please see individual product pages for details

    BOGO Promotions:

    In the event of a BOGO promotion, both items must be returned for a full refund. If one of the two items is returned, you will get a replacement of that item or store credit for the value of that item when purchased on its own. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges and depending on the manufacturer, potentially a restocking fee. Refunds will only be issued to the original credit card that you used when placing your order.

    All customers agree that they have read, understand, and agree to the terms and conditions above. 

    Individual items will have varying refund and return policies depending on the manufacturer. Please see individual product pages for details or contact sales@powergenhub.com or contact us at (972)-922-0429.

    Chargebacks:

    Our team of agents is here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry. We are on your team. We are immediately responsive and will do all that we can to help you out and provide the best resolution.

    Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together. Thank you for shopping with us!

    Contact sales@powergenhub.com for any questions.

    BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE.