Warranty, Returns and Claims
1. Your statutory rights
These terms apply to everything you buy from Generators UK (Express Matting Services Ltd). Nothing here affects your statutory rights as a consumer.
2. On delivery
Please check your order when it arrives. If it has been damaged in transit, refuse delivery if you can and contact us at once so we can arrange a replacement. Tell us about any shortage as soon as possible so we can trace it with the courier. We accept no liability for consequential loss, damage or expense caused by late or failed delivery. Risk and ownership pass to you once you have had reasonable time to inspect the goods.
3. Changing your mind
- Tell us in writing or by email within 14 days of receiving the goods. You can also cancel by phone or email, quoting your order number, at any time before dispatch.
- Goods must then reach us within 14 days of that notice, unused, undamaged and saleable, in their original packaging with all accessories.
- We will reduce your refund if goods come back in a lesser condition.
- You pay all costs of returning goods that are not faulty. If you do not send them back, we will arrange collection at your cost.
- You are responsible for the goods until they reach us, so insure them. We are not liable for returns lost or damaged in transit, and any such claim is between you and your courier.
- We refund within 14 days of receiving the goods back.
4. Manufacturer's warranty
We are a reseller, not the manufacturer, and we give no separate warranty of our own. Each product carries its manufacturer's warranty against faulty materials and workmanship, on that manufacturer's terms. General wear and tear is not covered. Cover is typically 12 months or up to 1,000 hours, whichever comes first, unless the manufacturer states otherwise. The warranty provides parts and labour to repair the generator. It does not provide a replacement or refund unless the manufacturer decides otherwise.
5. Faults after the return period
A fault appearing after the return period is handled under the manufacturer's warranty, unless stated otherwise, and the item must go back to us or the manufacturer for repair. The warranty does not provide refunds after the return period. Once a warranty has expired, we will try to arrange a repair if parts are available, but this is not guaranteed and you will be charged for it. We will help you with a warranty claim, but the claim is against the manufacturer.
6. What every claim must include
We cannot process a claim until we have proof of purchase, the model and serial number, a written description of the fault, photos or video, hours run, and complete service records.
7. What the warranty does not cover
Hire or rental use, primary power use, overloading or under-loading, stopping under load, stale, contaminated or incorrect fuel or oil, running short of oil, missed servicing, enclosed or poorly ventilated use, vehicle mounting, water damage, unauthorised repairs or modifications, non-approved parts, and service and wear items such as filters, spark plugs, batteries, brushes, recoil units, tyres and cables.
8. Location limits
Manufacturer warranties apply to items bought and used in mainland Great Britain. In Northern Ireland, the Isle of Man, the Channel Islands or other offshore islands, you must arrange and pay for return to us for any warranty claim. Exporting an item outside the UK, for any purpose or length of time, voids its warranty. We may be able to supply parts, but only to a UK address.
9. Returning a generator for repair
Drain all fuel and oil and package it securely. If it arrived on a pallet, return it on a pallet. If inspection finds no fault, or the cause is excluded above, you pay carriage both ways, inspection and labour.
10. Liability
We are not liable for consequential loss, damage or expense suffered by you or anyone else arising directly or indirectly from any product. Nothing here limits liability for death or personal injury caused by negligence, for fraud, or for anything else the law does not allow us to exclude.
11. Contact
Express Matting Services Ltd (trading as Generators UK), Company No. 07000887
Unit 1B, The Summit, Manchester Road, Burnley, BB11 5HG, United Kingdom
Email: sales@generator-uk.co.uk
Phone: 01744 520110
Monday to Friday, 8:30am to 5pm
