Thank you for choosing Generators Avenue. We want you to be completely confident in your purchase. Please read this policy carefully before placing your order, as diesel generators are large, freight-intensive items and our returns process reflects this.
Change of Mind Returns
Due to the size, weight, and significant freight costs associated with diesel generators, we are unable to accept change-of-mind returns once an order has been dispatched from our warehouse.
We strongly encourage all customers to:
- Read the full product description and technical specifications before purchasing
- Confirm the correct voltage and phase (single-phase 240V or three-phase 415V) for your application
- Check physical dimensions against your intended installation space
- Contact our team with any questions before buying — we’re happy to help you choose the right unit
Pre-Dispatch Cancellations
If you need to cancel your order and it has not yet been dispatched, please contact us immediately at info@generatorsavenue.com.au or call 0411 066 543. We will do our best to cancel the order before it leaves our warehouse.
Cancellations made after an order has been processed but before dispatch may be subject to an administration fee to cover processing and handling costs.
Faulty or Defective Products
If your generator arrives with a manufacturing defect or fails to operate as described under normal use within the warranty period, you may be entitled to a remedy in accordance with Australian Consumer Law.
How to Make a Claim
- Contact us at info@generatorsavenue.com.au with your order number and a detailed description of the issue.
- We may ask you to provide photos, video evidence, or a report from a qualified technician describing the fault.
- Our team will assess the claim within 7 business days and advise on the appropriate remedy — which may include repair, replacement, or refund, depending on the nature and severity of the fault.
Important: Do not attempt to repair, modify, or return any generator without first receiving written authorisation from us. Unauthorised modifications may void the warranty.
Warranty
Warranty terms vary by product and engine brand. Please refer to the individual product page for specific warranty information. All products are also subject to applicable guarantees under the Australian Consumer Law, which cannot be excluded.
Warranty claims must be lodged within the warranty period. Damage caused by improper installation, misuse, lack of maintenance, or modification is not covered under warranty.
Returns Freight
If a return is approved by our team:
- If the return is due to a confirmed product defect or our error, we will arrange and cover the cost of return freight.
- In all other approved cases, return freight is the responsibility of the customer.
We will provide specific return freight instructions when a return is authorised. Please do not ship any item back without receiving written return authorisation from us first.
Refunds
Once we have received and inspected a returned item, approved refunds will be processed to your original payment method within 5–10 business days. You will receive a confirmation email when the refund has been issued.
Please note that original shipping costs are non-refundable unless the return is due to a product defect or our error.
Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits or excludes any rights you have under the Australian Consumer Law.
Contact Us
If you have a concern about a product you’ve purchased or would like to discuss a return or warranty claim, please reach out to our team:
- Email: info@generatorsavenue.com.au
- Phone: 0411 066 543
- Hours: Monday – Friday, 8:00 AM – 5:00 PM AEST
We are committed to resolving any issues promptly and fairly.