Refund and Returns Policy - Copy - TrueSource Generators

This Refund & Returns Policy explains the conditions, timelines, and procedures for returns, exchanges, cancellations, and refunds for purchases made from True Source Generators through https://truesourcegenerators.ca.

Please review this policy carefully before making a purchase.

1. Company Information

True Source Generators
Website: https://truesourcegenerators.ca

For all refund or return requests, please contact our support team using the website contact information before sending any item back.

2. Return Window

Eligible return requests must be submitted within 30 days from the date of delivery, unless otherwise stated in writing.

Requests received after this return period may be declined.

3. Return Eligibility Requirements

To qualify for a return, all of the following conditions must be met:

Item is unused, uninstalled, and in original condition
Item is returned in original packaging
All manuals, accessories, cables, and included parts are returned
Proof of purchase or order confirmation is provided
Return request is approved in advance

4. Non-Returnable Items

The following items are generally not eligible for return unless required by law:

Installed or used generators
Products damaged after delivery due to misuse or improper installation
Custom-order or special-order products
Clearance or final sale items
Electrical components, fuel system parts, or consumables
Products missing original packaging or components

5. Damaged, Defective, or Incorrect Orders

If an item arrives damaged, defective, or incorrect, notify us within 48 hours of delivery.

Please include your order details and clear photos of the product and packaging to help us review the claim promptly.

6. Return Authorization

All returns require prior approval from True Source Generators. Unauthorized returns may be refused or delayed.

Once approved, return instructions will be provided, including the return address and any applicable shipping steps.

7. Inspection of Returned Products

Returned items will be inspected after receipt to verify condition, completeness, and eligibility.

If the item shows signs of use, installation, missing parts, or damage not caused during transit, the return may be rejected or subject to a reduced refund.

8. Refund Process

Once the return is approved after inspection, refunds are generally issued to the original payment method used at checkout.

Approved refunds are typically processed within 7 to 30 business days, depending on your payment provider or financial institution.

9. Partial Refunds

Partial refunds may apply in situations such as:

Opened products returned in resellable condition
Missing accessories or packaging
Customer-caused damage
Shipping or handling charges already incurred
Items returned in a condition different from the original shipment

10. Exchanges

Where available, exchanges may be offered for defective items or products supplied in error, subject to inventory availability.

11. Order Cancellations

Orders may be cancelled before shipment. Once an order has shipped, cancellation may no longer be possible and the return process may apply instead.

Custom or special-order items may not be cancellable once processing has started.

12. Shipping Costs & Restocking Fees

Original shipping charges are generally non-refundable unless the return is due to our error or an approved warranty issue.

Restocking fees may apply where supplier, handling, or administrative charges have been incurred.

13. Warranty vs Returns

Manufacturer warranties are separate from this Refund & Returns Policy. Product issues arising after installation or use may be handled under the applicable manufacturer warranty terms.

14. Policy Updates

We may update this Refund & Returns Policy at any time. Updated versions become effective once posted on this page.

15. Contact Us