Gen Power, Fuji Micro, MTM, Baumr-AG, Jet-USA and Stillone offer a 12 month warranty on all products used for private household use from the date of purchase. In line with most major machinery brands, the use of products for commercial purposes qualifies the purchaser to a 3 month warranty period.
Naturally the warranty cover does not extend to damage caused by normal wear and tear, accidents, misuse, lack of maintenance, neglect, natural disaster, or other external causes; to damage caused by operating the equipment in a manner outside that described in the instructions. The warranty is considered void if the item has been modified, altered or tampered with by a person (or persons) not authorised by the manufacturer to provide service (not including standard periodic maintenance).
Consumable components (and accessories) such as carry bags, batteries, hoses, grinding discs, belts, cables, wheels, blades etc. are not covered by warranty. The brands Australian distributor do however stock many of these replacement parts for purchase.
Dead on Arrival
Many of our items are technical in nature. While there is always a small chance of an item missing parts, being "dead on arrival" or working only for a short time, keep in mind that the manufacturer covers all items with a comprehensive warranty - simply get in touch with the manufacturer's customer service team and they can easily resolve any issue. In the rare case where this occurs, please keep in mind that photos will be required to be emailed to allow confirmation and resolution of the issue. Your item may also need to be returned and inspected prior to any resolution being provided (Note: be aware that products are shipped from Sydney). The outcome of the inspection should take no longer than 8 business days from the date the item is received by the manufacturer's service department (times may vary). The manufacturer may provide details allowing return of the item at no cost to the customer (check 'Returning Items' for more info).
Until the nature of any fault is determined, the resolution offered by the manufacturer may vary. Please keep in mind that photos will be required to be emailed to allow confirmation and resolution of the issue. Where necessary, the item may need to be returned to the manufacturer's service depot in Sydney to determine fault/issue. Once the fault/issue is clarified, the manufacturer may fit replacement parts or offer replacement parts to the customer. Other alternatives may be offered to the satisfaction of both parties. While many spare parts are stocked in Australia, the distributor may need to order certain parts from overseas suppliers on your behalf. While specially ordered parts generally arrive within around 15 days, a small number of difficult to order parts may require up to 8 weeks to arrive.
In the above 2 instances, the manufacturer may not accept the warranty claim in cases where the buyer has contributed to the failure, or been misleading in their description of their issues. Where freight costs were incurred by the manufacturer to return your item for inspection, reimbursement to the manufacturer may be required prior to releasing the goods. The item is also to be returned to the buyer at the buyer’s expense. Freight cost not to exceed original freight cost. Where item was purchased with free postage, freight costs are to be set at 20% of the item cost. Payment to be made to the manufacturer within 14 days of being notified of warranty rejection. Storage fees to apply beyond 7 days at 5% of the original product cost until the credit expires.
Where money is owed to the manufacturer for repairs and/or postage, the manufacturer is entitled to hold onto the item until payment is made.
**Ensure you read the Returning Items info below prior to returning any product**
Goods from Gen Power, Fuji Micro, MTM, Baumr-AG, Jet-USA and Stillone 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.
If for any of the above reasons you are required to return an item, the following steps need to be followed:
_ Send an email to [email protected] stating your order number, the item/s you wish to return, and the reason for the return.
_ My Generator will then put you in contact with the manufacturer's customer service department.
_ The manufacturer's Customer Service Department will review your email and, if applicable, issue you a Return Authorisation (RMA) number which must be included on the address label. All other relevant information will be sent to you at this time.
_ The manufacturer will not accept the return of any item/s without an RMA attached.
_ You are responsible to ensure the product is packaged securely to prevent any damage during the return of the item. Failure to do so may result in the withholding of any refund amount and/or our ability to provide further service.
To enable My Generator to continue offering the very best price, freight arrangements vary depending upon the time that has expired since purchase.
- Within 60 days of the customer receiving the item, the manufacturer may provide details allowing return of the item at no cost to the customer (where freight costs apply).
- 61-365 days after receiving the item, customer to return item at own expense. The manufacturer may provide a quote to use their courier service. The manufacturer will not accept responsibility for any item lost in transit if an alternate courier service is used.
- 365 days+ after receiving the item. The manufacturer may be able to offer servicing of item at customer expense. Once an RMA has been issued be sure to send your item back within 3 days of receiving return details.
THE FINE PRINT
Products sold by My Generator are not intended for use where fail-safe operation is required. As with any electronic or mechanical product such as an automobile, aircraft, computer or consumer good, there is always a small chance of a technical issue that needs to be repaired or may require replacement of the product or a part. If the possibility of such failure and the associated time it takes to rectify could in any situation inconvenience the user, business or employee, or could financially effect the user, business or employee then the product is not suitable for your requirements. This product is not for use where incorrect operation or a failure of any kind, including but not limited to a condition requiring product replacement, service by a technician or replacement of parts could cause a financial loss, loss of employee time or an inconvenience requiring compensation.