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After a return is received at our warehouse, it must be inspected for things like damage, evidence of installation, and missing parts.  We do that rigorous inspection so that customers can have confidence that, even if they receive a part that had previously been shipped to another customer, it is in a new and unused condition.  

Returned items must be in a new and resaleable condition in order to qualify for a credit.  Items that have been installed will not qualify for credit.  Also, generators that have had gas or oil put into them are not returnable.

This process can take up to two weeks following delivery to the receiving warehouse and can take longer during peak times in the summer.  We have a dedicated returns team that processes returned items and they do their best to process returns as quickly as possible.  These procedures help to keep costs down and enable us to maintain our low prices.

The process will take longer if the RMA labels or RMA numbers provided to you are not applied to/written on the outside of the box.  This information will tell the warehouse who is returning the item and what type of return they are dealing with. 

Returns with missing labels are held and not processed until they can be identified.  Because the item and customer can not be identified without the label, In most cases this identification is triggered by the customer contacting us wanting to know why the return has not been processed.  To avoid delays, please make sure that your RMA label(s) are securely affixed to the outside of the box when returning it.

If you are responsible for the shipping, it is important that you ship via a tracked shipping method and that you retain that tracking number.  We cannot initiate a search for a missing return until we can confirm that it has been delivered to our warehouse.

Once the returns team has issued the credit, it is available for refund to the customer or for application to the purchase of a replacement product.  When authorized, returns requested more than 30 days following the receipt of the goods are only eligible for store credit against the purchase of another product or product.

Nick is the author of this solution article.

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