Returns & Refunds Policy

Last updated: 29 October 2026

At Power Generator UK, a trading name of Leader Pro Ltd, we are committed to providing a fair, transparent and straightforward returns and refunds service.

We want every customer to purchase with confidence, knowing that their rights are protected and that our team is available to assist should a product need to be returned.

In addition to your statutory consumer rights, we offer a 30-day returns policy on eligible purchases.

This policy explains how to cancel an order, return unwanted goods, report faulty or damaged products, and obtain a refund.

Nothing in this policy limits or excludes your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

1. Our 30-Day Returns Policy

We offer customers an additional 30-day change-of-mind returns period, beginning on the day after the goods are received.

If you wish to return an eligible product, please notify us within 30 days of delivery.

Our 30-day returns policy is provided in addition to your statutory cancellation rights and is subject to the conditions outlined below.

For returns requested outside the statutory 14-day cancellation period, goods should be returned:

Complete with all supplied components, accessories and documentation.
Securely packaged to prevent damage during transportation.
In their original packaging where reasonably possible.
Unused and in a condition suitable for resale, unless otherwise agreed.

For returns under our additional voluntary 30-day policy, we may decline a change-of-mind return where the product has been used, damaged or materially altered, subject to your statutory rights.

For accepted returns under this additional policy, we will refund the product purchase price, subject to any lawful or previously disclosed conditions. Original delivery charges are not normally refunded outside the statutory cancellation period unless otherwise agreed or required by law.

This voluntary policy does not reduce any statutory cancellation or faulty-goods rights.

2. Your Statutory Right to Cancel

If you purchase goods online as a consumer, you normally have the legal right to cancel your contract without giving a reason.

The statutory cancellation period generally expires 14 days after the day you receive the goods.

Where an order contains multiple goods delivered separately, the cancellation period normally runs from the day after the final item is received.

To exercise your cancellation right, you must clearly inform us of your decision before the cancellation period expires.

You can do this by contacting:

Email: info@power-generator.uk
Telephone: 0800 222 9069

You may also use the model cancellation form provided at the end of this policy.

After notifying us of cancellation, you normally have a further 14 days to return the goods.

You do not need to provide a reason for exercising your statutory cancellation right.

Applicable legal exemptions are explained in Section 12.

3. How to Request a Return

To begin a return, please contact our customer support team.

Email: info@power-generator.uk
Telephone: 0800 222 9069

Please provide, where available:

Your order number.
Your full name and contact details.
The product you wish to return.
The reason for returning the product, where relevant.
Photographs if the goods are damaged, faulty or incorrect.

We aim to respond to return enquiries within 2 working days.

Our team will provide the relevant return address, packaging instructions and, where appropriate, collection arrangements.

Please note that a return authorisation or reference number is intended to help us process your return efficiently. It is not a condition of exercising your statutory cancellation rights.

You do not need to wait for our response before notifying us of a statutory cancellation.

4. Return Conditions & Product Handling

For statutory change-of-mind cancellations, consumers are entitled to inspect goods to establish their nature, characteristics and functioning, broadly as they could reasonably do in a retail shop.

If goods have been handled beyond what is reasonably necessary for that purpose, we may make a deduction from the refund to reflect any reduction in value, where permitted by law.

We recommend that returned products are:

Properly protected against transit damage.
Returned with their supplied accessories and components.
Accompanied by sufficient information to identify the order.
Packaged securely using the original packaging where available.

Original packaging is recommended but is not an absolute requirement for exercising statutory cancellation rights.

Where goods are returned under our additional voluntary 30-day returns policy, the separate eligibility conditions in Section 1 apply.

5. Generators That Have Been Fuelled, Oiled or Operated

Petrol and diesel generators require particular care when being returned because fuel and lubricants can affect their condition and transportation requirements.

If you are considering returning a generator, we recommend that you do not add fuel or oil or operate the equipment until you are satisfied that it meets your requirements.

Where a generator has been fuelled, oiled or operated, additional safety procedures may be necessary before it can be transported.

Please contact us before arranging the return of a generator containing fuel or other potentially hazardous substances.

We will advise on appropriate handling and transportation arrangements.

Adding fuel or oil does not automatically remove your statutory cancellation rights.

However, where handling has gone beyond what is reasonably necessary to inspect the goods, an appropriate deduction for diminished value may be made where legally permitted.

For returns under our additional voluntary 30-day policy, fuelled, operated or used generators may be excluded from change-of-mind returns.

These conditions do not restrict your statutory rights where goods are faulty, damaged, misdescribed or otherwise fail to comply with the contract.

6. Return Delivery & Collection Costs

Change-of-Mind Returns

Customers are responsible for arranging and paying the direct cost of returning unwanted goods, including products ordered incorrectly, purchased in error or no longer required.

This applies to eligible statutory change-of-mind cancellations and returns under our additional voluntary 30-day returns policy, provided the relevant return-cost information has been disclosed before purchase.

For smaller generators and accessories, customers may use a suitable courier of their choice.

We recommend using a tracked and appropriately insured delivery service.

Large & Palletised Generator Returns

Some generators cannot normally be returned through standard postal services because of their size, weight or handling requirements.

For these products, customers are responsible for arranging and paying the direct cost of suitable return freight transportation when returning goods due to a change of mind.

For goods that cannot normally be returned by post, information about the expected return cost, or a reasonable estimate where the exact cost cannot be calculated in advance, will be provided before purchase.

Customers may arrange an appropriate specialist carrier themselves, provided the goods are transported safely and in accordance with relevant carrier requirements.

Alternatively, Power Generator UK may assist with arranging a suitable pallet collection service.

Where we arrange collection on the customer's behalf, the collection charge will reflect the direct transportation cost and will be agreed before the collection is booked.

We will not impose undisclosed or arbitrary collection charges.

Faulty, Damaged or Incorrect Goods

Where goods are faulty, damaged, misdescribed or incorrectly supplied, and the customer is legally entitled to a remedy, Power Generator UK will cover reasonable return or collection costs where required by law.

Customers will not be charged return carriage costs that are legally our responsibility.

Where appropriate, we will arrange collection directly through a suitable transport provider.

7. Refunds & Processing Times

We aim to process all eligible refunds promptly and transparently.

Refunds will normally be issued using the original payment method unless the customer expressly agrees otherwise.

Statutory Cancellation Refunds

Where you exercise your statutory right to cancel, we will refund the amounts required by law.

For returned goods, refunds will be made without undue delay and no later than 14 days after we receive the goods back or receive evidence that they have been sent back, whichever occurs first.

Where goods have not yet been dispatched or delivered, the applicable refund deadline will be calculated in accordance with consumer cancellation legislation.

We may make a lawful deduction for diminished value where goods have been handled beyond what is reasonably necessary to inspect them.

Voluntary 30-Day Returns

For returns accepted under our additional voluntary returns policy, we aim to process refunds within 5–7 working days of receiving and inspecting the returned goods.

Once a refund has been issued, your bank or payment provider may require additional time to credit the funds to your account.

We will not unreasonably delay refunds that are legally due.

8. Refund of Original Delivery Charges

Where a consumer exercises their statutory right to cancel an entire order, we will refund the standard outbound delivery charge paid, where required by law.

If you selected a premium or enhanced delivery service, we are normally only required to refund the equivalent cost of our least expensive standard delivery option.

For orders delivered to England and Wales using our free standard delivery service, there is no outbound delivery charge to refund.

Where a regional delivery surcharge was paid, the refund of that charge will be calculated in accordance with applicable statutory cancellation rights.

For partial order cancellations, the refund of delivery charges will depend on the circumstances and applicable law.

For returns made solely under our additional voluntary 30-day policy, original delivery charges are not normally refundable unless otherwise agreed or required by law.

9. Faulty Goods & Your Statutory Rights

All goods sold to consumers by Power Generator UK must comply with applicable UK consumer legislation.

Under the Consumer Rights Act 2015, goods must be:

Of satisfactory quality.
Fit for purpose.
As described.

Where goods fail to meet these requirements, consumers may have rights to a repair, replacement, price reduction or refund.

Faults Within the First 30 Days

Where goods do not conform to the contract, consumers will normally have a short-term right to reject qualifying faulty goods within 30 days, subject to the applicable legal conditions.

Where the right applies, customers may request a refund rather than accepting a repair or replacement.

Faults After 30 Days

Where a qualifying fault arises after the initial 30-day period, consumers may be entitled to a repair or replacement.

If an appropriate repair or replacement is unsuccessful, unavailable or cannot be provided within a reasonable time and without significant inconvenience, further remedies may apply, including a price reduction or final right to reject.

Faults Within the First Six Months

Where goods develop a qualifying fault within the first six months, the law generally presumes that the fault existed at delivery unless the retailer can establish otherwise or the presumption is incompatible with the goods or fault.

Different evidential requirements may apply after this period.

Manufacturer Warranties

Many generators are supplied with a manufacturer's warranty.

Warranty coverage and duration vary by product and manufacturer.

We can assist with warranty enquiries and access to authorised UK service networks where appropriate.

Manufacturer warranties are provided in addition to your statutory consumer rights and do not replace our responsibilities as the retailer.

10. Goods Damaged in Transit

We take reasonable care to ensure that generators and equipment are appropriately packaged for transportation.

Please inspect your delivery as soon as reasonably possible after receipt.

If you notice damage, we recommend that you:

Take photographs of the damaged packaging and product.
Retain the packaging where practical.
Record visible damage on the carrier's delivery documentation where possible.
Contact our customer support team promptly.

We kindly request that visible transit damage is reported within 48 hours to assist with carrier investigations.

This 48-hour reporting request does not affect your statutory rights.

Failure to report damage within 48 hours does not automatically invalidate a legitimate claim.

Where goods are damaged in transit before the risk has passed to the consumer, we will arrange the appropriate remedy in accordance with applicable law.

11. Incorrect, Missing or Incomplete Orders

If you receive an incorrect product, an incomplete order or goods that do not match your purchase, please contact us as soon as reasonably possible.

We will investigate the issue and arrange an appropriate resolution.

This may include:

Supplying missing components.
Replacing an incorrect product.
Arranging collection of incorrectly supplied goods.
Providing a refund where legally required.

Customers will not be charged additional delivery or return costs arising from errors for which we are responsible.

12. Special-Order, Bespoke & Customised Products

Some generators and associated equipment may be manufactured, modified or configured to meet individual customer requirements.

Products genuinely made to a customer's specifications or clearly personalised may be exempt from statutory change-of-mind cancellation rights.

A product is not automatically exempt simply because it is ordered from a manufacturer, dispatched directly by a distributor, or not held in our own warehouse.

Where an applicable cancellation exemption exists, this will be explained before the order is placed.

This exemption does not affect statutory rights where goods are faulty, damaged, misdescribed or otherwise fail to comply with the contract.

13. Manufacturer & Distributor-Direct Orders

Power Generator UK operates through a combination of stock held at our own warehouse and products fulfilled directly by established UK manufacturers and distribution partners.

Some orders may therefore be dispatched directly from a manufacturer's or distributor's facilities.

Regardless of where the product is dispatched from, Leader Pro Ltd remains the retailer responsible for the sale and for fulfilling its legal obligations to the customer.

Where a return or collection is required, we will provide appropriate instructions.

Customers should not return goods directly to a manufacturer or distributor without first obtaining the relevant return address and instructions, unless exercising a legal right that does not require prior authorisation.

Our use of manufacturer or distributor fulfilment does not reduce your statutory consumer rights.

14. Business Customer Returns

Where goods are purchased wholly or mainly for business purposes, different contractual and legal rights may apply.

Statutory consumer distance-selling cancellation rights do not generally apply to business-to-business purchases.

Our additional voluntary 30-day consumer returns policy does not automatically apply to business purchases.

Business returns requested outside applicable contractual or legal rights may be considered individually.

Where a discretionary business return is accepted, any applicable handling charges, collection charges or conditions will be communicated and agreed before the return is arranged.

Nothing in this section excludes liability or remedies that cannot lawfully be excluded.

15. Refused, Failed & Unsuccessful Deliveries

Refusing delivery does not automatically constitute a formal cancellation of an order.

If you wish to cancel your purchase, please clearly notify us using the contact details below.

Where delivery cannot be completed because of an incorrect address, an unavailable recipient or undisclosed access restrictions, additional delivery arrangements may be necessary.

Reasonable additional charges may apply where legally permitted and where the relevant charging terms were properly disclosed.

Customers will not be charged additional fees arising from errors or failures for which we are responsible.

Your statutory rights concerning cancellation, delivery and refunds remain unaffected.

16. Exchanges & Replacements

If you would prefer to exchange an eligible product rather than receive a refund, please contact us.

Exchanges are subject to product availability and any applicable price difference.

For discretionary change-of-mind exchanges, additional transport costs may apply where clearly disclosed and agreed.

Where a replacement is required as a statutory remedy for faulty or non-conforming goods, we will fulfil our obligations under applicable consumer law.

17. How to Contact Us

For all returns, refunds, damaged goods, incorrect orders and warranty enquiries, please contact:

Power Generator UK
A trading name of Leader Pro Ltd

Registered Company: Leader Pro Ltd
Company Registration Number: 17308472
VAT Registration Number: GB 523 6076 04

Registered Office:
Unit 20 Block B
Evans Business Centre
Lakesview International Business Park
Hersden
Canterbury
Kent, CT3 4AL
United Kingdom

Telephone: 0800 222 9069
Email: info@power-generator.uk
Website: https://power-generator.uk

Customer Service Opening Hours:
Monday to Friday, 9:00 am – 5:00 pm
Excluding UK bank holidays.

We aim to respond to returns and refund enquiries within 2 working days.

18. Model Cancellation Form

You may use this form to notify us that you wish to cancel an eligible consumer purchase.

Using this form is optional. You may also notify us clearly by email or another accepted method.

To: Leader Pro Ltd trading as Power Generator UK
Email: info@power-generator.uk

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Goods ordered: ________________________

Order number: ________________________

Ordered on: ________________________

Received on: ________________________

Consumer name: ________________________

Consumer address: ________________________

Date: ________________________

Signature: ________________________
(Only required if submitted on paper.)

19. Related Policies

For further information, please refer to our:

Terms & Conditions.
Delivery & Shipping Policy.
Privacy Policy.

These policies explain our ordering procedures, delivery arrangements, customer rights and handling of personal information.

Nothing in this Returns & Refunds Policy excludes, restricts or replaces your statutory consumer rights.