Shipping, Returns & Cancellation

Shipping & Delivery

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. We hold a lot of stock here and maintain fantastic relationships with all of our suppliers and we aim to get products to customers within 3 business days of the order being taken. 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.

Delivery Update – Due to high demand UK couriers and transport companies will not currently guarantee delivery times and we are seeing a slight delay in deliveries – please bear this in mind when ordering.

Specialist Couriers – Some items such as the larger portable power stations are sent by specialist courier as standard couriers will not accept them. These specialist couriers are very reliable but sometimes don’t have tracking or timed delivery.

Split deliveries – We sometimes need to send orders for more than one item by different courier networks (portable power stations for example) – so you may receive items at different times.

1500rpm machines or larger diesel gensets 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.

Most orders placed before 12pm on a business day will be shipped from our suppliers on the same day provided the product is in stock. 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 01329 722390. 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 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 contact. 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. Carriage is also chargeable on all parts and items under £100 in value, and our sales team may contact you for after a sales order has been made if additional carriage surcharges need to be applied.

Please note that orders under £50 may incur an additional delivery cost, which we will notify you of soon after the order is placed.

Goods damaged in transit

If your order arrives damaged it is impossible to pursue a claim made after 48 hours of delivery so please ensure you check within this time. Do not accept deliveries that appear damaged and if you do so then please sign for as damaged / ask the delivery driver to make a note. In any event you must let us know within 48 hours – we cannot accept claims for damaged goods after 48 hours.

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, or orders if you are a business or company (or if the intended or actual use is commercial in nature). If the item has been despatched 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:

• 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, and accessories. Do not write directly on the packaging.
• Electronic items that are sent in sealed packaging cannot be returned if the seal is broken unless faulty (see warranty section below).
• You must notify us in writing by letter or email within 14 working days of receipt of the item. You should keep a copy of this.
• You then must send the goods back to us within a further 14 day period.
• 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 us or the individual and product specific supplier (to be advised at the time of notification). Items not returned to us or 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.

1. 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 return must be made to the correct despatch 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 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 an individual basis, and excluding any discounts which may have previously been added to the product.

Any deposits received to secure items to be delivered as part of a business to business contract for supply of goods are non-refundable in the event of cancellation by the customer.

Warranty & Replacements

All of our products are covered by a manufacturer’s 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 to due to general wear and tear.

In terms of a faulty item being replaced, fixed or refunded, Hampshire Generators is 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. The Hampshire Generator and UPS Co 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. Please note that generators use petrol and diesel engines and couriers may not accept oil and fuel so this will need to be drained before units are collected under warranty.

Note – Warranty or commercial user warranties vary from the private use warranty mentioned on each product page (normally one year max). Please contact us for specific business use warranty periods if this is important to your purchase decision.

Generators are technical items which are designed to be used by professionals and / or competent individuals. Please ensure you are in a position and have experience of operating and maintaining a unit before purchase. We will, of course, assist in any way we can and we can offer a price for any installation, commissioning and servicing required.

Generators require servicing at the correct intervals to ensure long and reliable service life and to maintain the warranty cover.

For specific information on warranty by brand, please follow one of the following links:

• For Hyundai Power Equipment warranty information, excluding 1500rpm machines, click here.
• For Hyundai Power Equipment 1500RPM machine-specific warranty, click here.

Updated September 2021 – we recommend you save a copy of these terms for your records.