Refund & Returns Policy

This policy should be read together with the written quotation or pro forma invoice. If those documents state different return terms, the written order terms apply, subject to applicable law.

Return authorization

Do not return goods without written authorization from EY Genset Parts. Contact sales@gensetmatch.com with the quotation or pro forma invoice number, part number, reason for return, and clear product and packaging photos.

Eligibility and return window

Eligibility and the applicable return window depend on the quoted item, condition, reason for return, and the written quotation or pro forma invoice. Goods must be unused, uninstalled, complete, and in their original packaging unless we confirm otherwise in writing.

Items that may not be returnable

Custom-made, programmed, configured, special-order, clearance, installed, used, electrically damaged, or customer-damaged items may not be returnable. A part ordered from incomplete or inaccurate machine, revision, voltage, connector, or original-part information may also be excluded.

Incorrect, defective, or transit-damaged goods

If the supplied item is incorrect, defective, or visibly damaged in transit, notify us promptly. Provide photos of the shipping label, outer packaging, product, nameplate, connector, and damage. Keep all packaging until the carrier or claim review is complete.

Return shipping

Return instructions and the approved return address will be provided in writing. Do not send goods to a manufacturer or any address not confirmed by us. Return freight, duties, taxes, brokerage, and insurance are the customer’s responsibility unless the return results from our verified supply error or the written quotation states otherwise. Use a trackable and insured service.

Inspection and resolution

Returned goods are inspected before a refund, replacement, repair, or credit is approved. The available resolution depends on the inspection result and written order terms.

Refunds

Approved refunds are issued to the original payment method or by an agreed bank-transfer method. Original shipping, destination duties, taxes, brokerage, payment charges, and return costs are not refundable unless required by law or caused by our verified supply error. Bank and payment-provider processing times may apply.

Order cancellation

Cancellation is subject to written approval. Orders already procured, programmed, produced, packed, or dispatched may incur costs or may not be cancellable.

Contact

Email sales@gensetmatch.com before returning any goods.