Everything You Need to Know

Returns Policy

If you need to return a product purchased from GenSet SA, please contact our customer support or sales team before sending or arranging the return. We will provide the appropriate return documentation and instructions based on the reason for the return.

​

Once the completed return information has been received and the return has been approved, GenSet SA will advise you of the next steps and, where applicable, arrange collection of the product. Collection arrangements and estimated collection times will depend on the courier service and the location of the goods. Specific collection times cannot always be guaranteed.

​

Preparing Your Generator or Equipment for Return

For health and safety reasons, any applicable fuel, oil or other fluids must be completely drained from the equipment before collection.

​

The equipment must also be properly prepared, secured and packaged to prevent damage during transportation. Customers are responsible for ensuring that returned goods are adequately protected for transit.

​

Where a product was originally delivered on a pallet, the return may also require palletised transportation. Customers may be required to provide a suitable pallet and ensure that the equipment is securely fastened for collection.

​

Important Return Conditions

• Products must be prepared safely and appropriately before collection.

• Failure to remove applicable fuel, oil or other hazardous fluids may result in the collection being refused or delayed. Any additional collection or transportation costs resulting from this may be charged to the customer.

• Customers are responsible for ensuring that products are adequately packaged and protected against damage during return transportation.

• GenSet SA cannot accept responsibility for damage caused by inadequate packaging or improper preparation of goods for collection.

• Customers should retain any relevant packaging and delivery materials where possible until the return process has been completed.

• Return collections are subject to courier availability and may vary according to the customer's location and the size or weight of the equipment.

​

Faults, Warranty & Inspection

Once a returned product has been received, GenSet SA may inspect and test the equipment to establish the cause of the reported fault.​ Where a fault is confirmed to be covered by the applicable warranty, the relevant warranty terms will apply. If inspection determines that the reported problem is not covered by the warranty, the customer may be responsible for applicable costs, which may include labour, replacement parts, diagnostic work and return delivery or transportation.​ No repair or chargeable work will be undertaken where prior customer approval is required without first communicating the applicable costs.

​

Return Approval

Products should not be returned without prior confirmation from GenSet SA. Customers should contact us before arranging their own transportation or sending equipment back.​ Return arrangements may vary depending on the product, reason for return, condition of the equipment, warranty status and delivery location.​ All returns remain subject to applicable South African consumer and warranty legislation.

WARRANTY

Our Policy

GenSet SA is committed to supplying reliable generators and power equipment. Warranty coverage applies to eligible products according to the manufacturer's warranty terms and the conditions outlined below.

​

The applicable warranty period may differ depending on the product, brand, model, engine type, operating hours and intended use. Customers should confirm the specific warranty applicable to their product before purchase where necessary.

​

1. Warranty Coverage

Products supplied by GenSet SA are warranted against defects in materials and workmanship for the applicable warranty period from the original date of purchase.​ Where a valid warranty claim is accepted, GenSet SA may, at its discretion and subject to the applicable warranty terms:

• repair the defective product or component;

• replace a defective component;

• provide a like-for-like replacement where appropriate; or

• provide another remedy where required by applicable consumer legislation.

Warranty coverage does not automatically extend or restart following a repair or replacement unless otherwise required by law or expressly confirmed by GenSet SA.

​

2. Residential and Non-Commercial Use

For products used for normal residential or non-commercial purposes, warranty coverage will apply for the period specified for the particular product or manufacturer. Warranty claims remain subject to the product being operated, serviced and maintained in accordance with the manufacturer's instructions.

​

3. Commercial and Hire Use

Products used for commercial purposes, continuous operation, rental or hire may be subject to different warranty conditions and warranty periods. Commercial and hire customers should confirm the applicable warranty terms before purchasing, particularly for generator sets expected to operate for extended periods or under demanding load conditions.

​

4. Warranty Requirements

To process a warranty claim, GenSet SA may require:

• the product model number;

• the product serial number;

• proof of purchase;

• service and maintenance records, where applicable;

• operating-hour records for products where hour limitations apply; and

• photographs, videos or other information relating to the reported fault.

Warranty coverage is dependent on the equipment being correctly operated and maintained in accordance with the manufacturer's requirements.

​

5. Servicing and Maintenance

Generators and other power equipment must receive the required preventative maintenance and servicing at the recommended intervals. Where applicable, customers must use the recommended oils, filters and other consumables specified by the manufacturer. Failure to properly service or maintain equipment may result in a warranty claim being declined where the reported fault is related to inadequate maintenance or servicing.

​

6. Reporting a Fault

If you believe that your product has developed a fault during the applicable warranty period, please contact GenSet SA before arranging repairs or returning the equipment. Our after-sales team may first assist with basic troubleshooting to determine whether the problem can be resolved without returning the machine. If further investigation is required, GenSet SA may request that the equipment be returned for inspection, testing and diagnosis.

Customers should not authorise third-party repairs or modifications to equipment under warranty without prior approval from GenSet SA, as this may affect warranty coverage.

​

7. Warranty Collection and Return Transportation

Where a warranty claim is accepted as a manufacturing or material defect covered by the applicable warranty, GenSet SA may arrange collection of the equipment and, where applicable, cover the reasonable transportation costs associated with the approved warranty repair. If inspection determines that the reported fault is not covered by warranty, the customer may be responsible for applicable transportation, handling, diagnostic, labour and parts costs. The customer must remove applicable fuel and oil from equipment before transportation and ensure that the machine is safely and securely packaged for collection. GenSet SA's responsibility for the returned equipment begins once the equipment has been received and inspected at the designated service facility. Once an approved warranty repair has been completed, GenSet SA will arrange return delivery in accordance with the applicable warranty terms.

​

8. Inspection and Repairs

All warranty claims are subject to inspection and testing. If a manufacturing defect or other covered warranty fault is confirmed, GenSet SA will determine the appropriate remedy in accordance with the applicable warranty terms.

Where a fault is found to be outside warranty coverage, GenSet SA will advise the customer of any applicable costs before proceeding with chargeable repairs, where prior approval is required.

​

9. Warranty Parts

In certain circumstances, GenSet SA may supply replacement parts for an approved warranty claim. Photographs or videos may be requested to assist with an initial assessment. Where photographic or video evidence is insufficient to establish the cause of failure, the relevant component may need to be returned for inspection. Replacement parts will only be supplied under warranty where the failure is determined to be covered by the applicable warranty.

​

10. Warranty Exclusions

Unless otherwise required by applicable law or specifically covered by the manufacturer's warranty, warranty coverage does not normally extend to faults, damage or deterioration resulting from:

• normal wear and tear;

• misuse, abuse or neglect;

• incorrect operation;

• failure to follow the manufacturer's operating instructions;

• inadequate or missed servicing and preventative maintenance;

• incorrect installation;

• improper storage;

• accident, impact or physical damage;

• water ingress, flooding or submersion;

• overheating caused by improper operation or inadequate ventilation;

• operation outside the manufacturer's specified conditions;

• overloading of equipment;

• underloading of generator sets where this causes damage;

• contaminated, stale or incorrect fuel;

• incorrect lubricants or fluids;

• unauthorised modifications or alterations;

• unauthorised repairs;

• incorrect electrical connections or installation;

• damage caused during transportation where the required damage-reporting procedure was not followed; or

• any other cause specifically excluded under the manufacturer's warranty terms.

Consumable, maintenance and wear components may have separate warranty conditions or limited coverage depending on the product and manufacturer.

​

11. Generator Operating Conditions

Generator warranty coverage may be affected where the generator has been operated outside its specified load, environmental, ventilation, maintenance or operating requirements. Customers are responsible for ensuring that generators are correctly sized, installed, operated and maintained for their intended application. Where applicable, service records and operating hours may be requested when assessing a warranty claim.

​

12. Transit Damage

Customers should inspect equipment as soon as possible after delivery. Any visible transportation damage should be reported to GenSet SA promptly, preferably within 24 hours of delivery, together with photographs and supporting information. Prompt notification allows GenSet SA to investigate the matter and, where applicable, pursue a claim with the transport provider.

​

13. Change of Mind, Returns and Cancellations

Returns and cancellations that are unrelated to a product defect or warranty claim are handled separately under GenSet SA's Returns Policy and applicable consumer legislation. Customers should contact GenSet SA before returning any product so that the appropriate return procedure can be confirmed. Any applicable return transportation, restocking, handling or other charges will be communicated in accordance with the relevant return circumstances and applicable law.

​

14. Faults Within the Initial Period After Purchase

Where a product develops a fault shortly after purchase, GenSet SA will assess the matter in accordance with the applicable warranty terms and South African consumer legislation. Depending on the circumstances, the appropriate remedy may include repair, replacement or refund. The equipment may need to be inspected before the appropriate remedy is determined.

​

15. Statutory Consumer Rights

Nothing in this warranty policy is intended to remove, restrict or replace any rights or remedies available to customers under applicable South African consumer protection legislation. Where statutory consumer rights provide greater protection than the manufacturer's or GenSet SA's voluntary warranty, those statutory rights will continue to apply.

​

16. Warranty Amendments

GenSet SA may update its warranty policies from time to time. However, the warranty terms applicable to a product purchased by a customer will be determined by the applicable terms in force at the time of purchase, subject to any rights provided by applicable law. For clarification regarding the warranty applicable to a particular generator or power product, customers are encouraged to contact GenSet SA before purchase.

​

17. Warranty Claims

To initiate a warranty claim, please contact GenSet SA with your proof of purchase and the relevant product details. Our team will advise you of the required diagnostic and return procedure. Warranty claims are assessed individually based on the product, fault, operating conditions, maintenance history and applicable manufacturer warranty.