Store Policies and Warranty Information

Last updated 7/16/2007 5:36 PM
This is the web site of United Generator LLC a.k.a. www.UnitedGenerator.com

Our postal address is:
United Generator LLC
1964 Respite Pl
Santa Rosa, CA 95403

We can be reached via e-mail: at policy@unitedgenerator.com
or you can reach us by telephone at 707-542-8254. Our fax number is 707-545-1039.

Our Commitment to You: We do not raise our prices during emergencies. Everyone pays the same price. We will earn a reasonable profit by providing you with a superior product and outstanding service. We like our line of business and we develop satisfied repeat customers. If we make a mistake we will do everything in our power to correct it and gain your confidence. We are here to serve you.

In this policy We refer to You several times. You and Your refers to You as the customer. United Generator, United Generator LLC, UnitedGenerator.com and We refer to Us.

Ordering: You may order online thru our secure website, via fax, email or over the phone by calling us at 707-542-8254. The preferred method is thru our secure website.

Payment Methods: All orders are considered cash sales and must be paid for in advance of delivery. All transactions payable in US funds. We accept Visa and MasterCard Credit Cards, Cashiers Checks, Money Orders, Wire Transfers, and Purchase Orders from companies and government agencies (at our discretion). We can also process most bank debit/check cards bearing the Visa and MasterCard logo. We also accept Cash (do not mail cash). Sorry, No COD orders. Credit card payments will be charged at the time of the order. This is when the merchandise is reserved for you. To prevent fraud and protect you we may require you to copy your credit card and driver’s license and fax us these documents prior to our shipping. We may also require you to provide the three digits CVV2 code located on the back of your credit card as an added precaution. We do everything we can to protect our customers and UnitedGenerator.com.  By preventing fraud we are able to give you the lowest prices while maintaining our profits.

Secure Online Transactions: All online orders are processed using a secure server which encrypts all submitted financial, sensitive and personal information.

Secure Server: A special server is used for processing credit card and other sensitive information. This server uses Secure Sockets Layer (SSL) with 128 bit encryption to keep your information private and safe.

Secure Sockets Layer (SSL): An industry-standard encryption protocol that is used to transmit users' personal or credit card information securely and privately over the internet. United Generator uses this technology to keep your information safe. By convention, Web pages that require an SSL connection start with https: instead of http:. You may also see a locked padlock icon in the bottom corner of your web browser indicating you are in a secure area. When the icon is unlocked the area is not secure. When you see https: in the address box in your Web browser, you know you're using an SSL secure connection at our website. Our shopping cart and check out pages are secure. All areas where you input sensitive information with us are secure. Our web pages that provide product and other non sensitive information will be outside our secure area and the web URL will start with http:.

Sales Tax: We are not required to collect sales or use tax on deliveries within the US, except in California. For customers in California, all applicable taxes will be added to your order. To satisfy consumer reporting rules, if you are a reseller in California, you must provide the correct forms to us before the State tax is removed from your order.

Price Changes: We reserve the right to change pricing at any time without notice, we try to keep everything up to date but this is not always possible. We reserve the right to cancel or reject any sale at anytime. We also reserve the right to refuse the sale of a product at the listed price when a price increase occurs to us from our suppliers or shippers. If we discover cost increases to us that prevent us from fulfilling an order we will notify you immediately and try to work out a compromise with you. We want you to be happy and to receive a fair deal. If we can not work out a compromise we will refund your payment in full in the same manner received.

Order Mistakes Made by Us: Call us immediately with a description of the issue and we will make arrangements for pick-up and then ship a replacement of the correct item at our expense.

Order Mistakes Made by You: If you order the Wrong Part, Parts or Assemblies, you will be responsible for the Return Freight and your order will be assessed a 20% restocking fee. Any Part, Parts or Assembly used, installed or in some cases unpackaged or opened can not be returned.

“ As Is” and  “Not Returnable” Items: All ”As Is” and “Not Returnable Orders” are Final Sales.
Special Orders: All Special Orders are Final Sales. A Special Order is anything that is designed to fit a specific application. Special Order items may take more time for delivery and the delivery time is determined by the manufacturer and is not under our control. Products ordered during an emergency such as tornados, floods, hurricanes, forest fires, power outages, ice storms and other disasters are in short supply and are not cancelable without paying a 25% cancellation fee.  Additionally if the product has shipped prior to cancellation shipping fees will be due both ways. Products ordered during an emergency are not returnable under any circumstances.

Canceled Order: If after you place your order and you decide to cancel your order we will gladly do so if your order has not been shipped. We understand that things change. To cancel, you must notify us no later than the next business day after placing your order. We process orders quickly. If you paid by credit card any fees the processor charged us for the credit card transaction will be deducted from your refund. Charges for cancelled orders over $5,000.00 will be determined at time of cancellation. If the order has shipped it is not cancelable without paying a 25% cancellation/restocking fee to us, plus return shipping (paid by you) and any additional fees, if any, that may be charged by the manufacturer. No first time outbound freight will be refunded. If the manufacturer does not consent to the cancellation then the sale amount will be due in full.
Returns: All returns require a return authorization number (call 707-542-8254), must be sent prepaid freight and will require inspection upon receipt before any refund is transacted. Returns may be subject to Canceled Order fees. No first time outbound freight will be refunded. Once any unit has been used or installed it can not be returned. Products that have been fueled or oiled can not be returned.

All returned merchandise must be uninstalled, unused and in new condition. The returned merchandise must be in the original packaging, and include all the parts, instructions, and accessories. Packages that have been opened may be subject to additional fees. To return merchandise, you must first contact us at 707-542-8254 for the RA #. The RA # is valid for fourteen "14" days. Orders returned without RA # will be refused at the receiving dock. We will provide the correct return shipping address. Many items are shipped directly from our partner manufacturers and require a special return address. Please send merchandise prepaid freight and insured with the RA # printed on the box and include a copy of the original invoice.

Refunds will be issued less the stated cancellation, restocking, manufacturer’s charges, and other appropriate fees including the actual shipping charges (sometimes included in the items selling price) in the same method as originally paid. Allow up to 3 weeks for your Credit Card Company to post your refund.

Defective Merchandise: If you think you have defective merchandise (this means it does not work properly), please call the manufacturer directly. Most manufacturers view defective merchandise as a warranty claim and will usually either repair or replace the merchandise. Policies may vary from manufacturer to manufacturer.

Ground and Air Shipments: You must arrange to inspect and sign for your shipment upon delivery. No exceptions. All shipping & handling fees quoted on our site are for the lower 48 states within the continental US. If your address is out side of the lower 48 states or to remote locations, their may be additional fees that apply.  To prevent fraud we are only allowed to ship to your billing address on file with your credit card company. If you want to ship to an address different than the credit card billing address you have on file, you need to contact your credit card company and notify them you want them to add and approve an alternative shipping address. You can accomplish this quickly and easily by using the credit card customer service telephone number on the back of your card. Once you do this you must provide us with the credit card customer service telephone number so that we may verify the transaction and billing/shipping addresses on record. We do not ship COD under any circumstances.

Damaged Merchandise in Transit: Claims for damage are different with UPS, FedEx and truck freight "LTL" (Less Than Truck Load) Carriers.

When any carrier delivers a shipment to you, you are required to inspect the package and its contents, and then sign the receipt. Be sure you receive the number of cartons you sign for. Inspect each box for signs of damage; look for crushed, torn, open, or unsealed tape, etc. Note all carton damage or shortage on the bill of laden before signing.

Do not accept any damaged goods. Notify the carrier’s main office immediately of damage. In the above situations the damage must be noted on the bill of laden by the customer and confirmed in writing by the delivery driver so that all involved parties may avoid problems and unnecessary charges and we all receive the utmost co-operation in resolving the situation. Make a copy of the paperwork before the driver leaves.

Responsibilities: Inspecting the shipment is the responsibility of the customer. Immediately filing a claim with the carrier is the responsibility of the customer. We are not responsible for freight damage and can not file a claim for you. Manufacturers are not responsible for freight damage, they will not pay for freight damage and they will not send free replacement parts to replace parts damaged by the carrier. Freight damage is the responsibility of the carrier.

For UPS or FedEx act as follows: If the package is obviously damaged, you can refuse delivery. Please call UPS or FedEx immediately so they can initiate the replacement process. Any damage found after opening your boxes and examining the merchandise must be reported to UPS or FedEx  and us within two (2) business days to expedite the replacement process. Please remember, you are our customer and you are important to us. We are here to help you. So if there is a problem with shipping call us immediately at 707-542-8254 so we may monitor the situation.

For LTL Carriers (Truck Freight) act as follows: Before signing for delivery, inspect each carton carefully for signs of damage. If you find any damage (crushed, torn, open, unsealed tape or if damaged in any way) it must be noted by you on the freight bill "at the time of delivery". If damage to the merchandise is severe, you must refuse delivery. Do not accept any damaged goods. In this situation the damage must be noted on the bill of laden by the customer and confirmed in writing by the delivery driver so that all involved parties may avoid problems and unnecessary charges and we all receive the utmost co-operation in resolving the situation. Freight damaged items so noted at "time of delivery" will be replaced or repaired by the Carrier (LTL Carriers reserve the right to repair or replace) at no charge to the customer by the LTL Carrier. Contact the LTL Carrier terminal and advise of the noted damage at time of delivery. They will give you instructions on inspection and filing your claim. If you accept damaged shipment(s) you will have all responsibility to make a claim with the trucking company. We can not make the claim for you nor take responsibility for the damage.

Concealed Damage Claim: If there is no visible or obvious damage (the carton appears acceptable at delivery and no damage is noted on delivery receipt), but you discover broken or damaged items after opening, call the LTL Carrier immediately but no later than two (2) business days of receipt for instructions in placing a Concealed Damage Claim. Typically, a LTL Carrier will not give you 100% replacement value when filing a concealed damage claim and we will not assume the difference. "You", not United Generator LLC, are responsible for verifying the condition of your merchandise upon receipt. Please inspect it carefully for shipping/handling damage prior to signing the delivery receipt. United Generator LLC will not be responsible for concealed freight damage.

LTL Carrier freight claims are paid directly to you, the consignee, all claims for damage or loss must be filed with the LTL Carrier. The name, address and phone number of the LTL Carrier is on the bill of lading given to you at the time of delivery. If the information is not there, request if from the driver or call your local phone directory operator for the information.

To protect yourself if you receive damaged merchandise, always keep the shipping cartons until your claim has been acknowledged and settled by the shipper. It is also a good idea to keep a detailed list of the damage and other documentation for your own file. If you accept damaged merchandise, the shipper has the right to inspect the merchandise and original shipping cartons before processing your claim.

Refused Shipment: Once a product has shipped and then refused the customer shall be charged all shipping charges (both ways ), and up to a 50% fee by us and any additional cancellation and or restocking fees charged by the manufacturer to receive and inspect all returned items. This does not apply to items that are refused due to damage in transit. See Damaged Merchandise in Transit policies above.

Suitability: We cannot guarantee compatibility or suitability of products sold for your particular situation. Every effort is made by us to recommend those products best suited for your described needs. Sometimes however this is difficult to accomplish over the phone or internet and for that reason the customer is responsible to fully research compatibility and suitability prior to purchase. All information presented in our web site is based on data believed to be reliable. It is offered for evaluation and comparison, but is not to be considered a warranty of any kind. United Generator shall in no event be responsible for consequential damages of any nature or amount for any reason. Determination of suitability of product for uses and applications contemplated by purchaser shall be the sole responsibility of purchaser.

Warranty: All merchandise sold by United Generator LLC is warranted by the manufacturer not United Generator LLC. Seller makes no warranty, expressed or implied, concerning any product, the merchantability or fitness thereof. Warranty claims must be made directly with the manufacturer.

Conflicting Policy Statements: In the event of conflicting policy statements of United Generator the most restrictive versions shall apply.

Legal Venue Agreement: Purchase of any product from United Generator constitutes purchaser's acceptance of our stated policies and subject’s purchaser to its contents. Any purchaser of merchandise from United Generator pursuant to this Internet advertisement agrees that any and all legal claims and controversies regarding the sale of merchandise to said purchaser(s) shall be settled by binding arbitration. Either party may initiate arbitration which will take place in the county of Sonoma, State of California under the rules established by the American Arbitration Association. If either party refuses arbitration the other party may start litigation in the appropriate court in the County of Sonoma in the State of California. The court or arbitrator hearing the matter shall apply all applicable laws and the policies of United Generator of which the most restrictive versions shall apply. The prevailing party shall be entitled to reasonable attorney fees, court cost and cost of collection.

Customer Purchase Agreement: United Generator LLC reserves the right to refuse the sale of any product for any reason to anyone at anytime.

United Generator LLC reserves the right to change this policy at any time without notice to anyone. If our Policies and Practices change at some time in the future we will post the policy changes to our web site with the date and time of the most current posting displayed.

If you feel that this site is not following its stated policies, you may contact us at the below email address.

We can be reached via e-mail: at policy@unitedgenerator.com