Refund Policy

IMPORTANT NOTICE — RETURN POLICY

Due to repeated misuse and abuse of our previous return policy, we have updated our return terms. We have experienced instances where products were purchased for temporary or emergency use and then returned once they were no longer needed.

We have also experienced an increase in non-defective return requests for reasons completely unrelated to the product itself, including customers changing their plans, having second thoughts, purchasing different equipment, abandoning a project, or otherwise deciding they no longer need the product.

A change in a customer's circumstances, project plans, purchasing decision, or equipment does not constitute a product defect and does not transfer the financial responsibility for that decision back to Grenergy.

Non-Defective Returns

Approved returns of non-defective products are subject to a 40% restocking fee. Original shipping and handling charges are non-refundable, and the customer is responsible for return shipping.

Returned products must meet the eligibility requirements stated in this policy. Products that have been installed, altered, damaged, returned with missing components, or otherwise returned in a condition different from how they were supplied may be denied a refund.

Defective Products

Grenergy stands behind the products we manufacture. If you believe a product is defective, please contact us before returning the product.

Grenergy will work with the customer to troubleshoot, diagnose, and resolve the reported issue. The customer must provide Grenergy a reasonable opportunity to diagnose the problem and provide an appropriate repair, replacement, technical resolution, or other remedy.

If the product is confirmed to have a defect for which Grenergy is responsible and the issue cannot reasonably be resolved, Grenergy will provide an appropriate remedy in accordance with our warranty and return terms.

A customer's change of plans, installation circumstances, incompatibility resulting from customer-provided information, decision to purchase different equipment, or determination that the product is no longer needed will not be considered a product defect.

Custom Orders — ALL SALES ARE FINAL!!!

ALL CUSTOM-BUILT, CUSTOM-MODIFIED, SPECIAL-ORDER, OR MADE-TO-ORDER PRODUCTS ARE FINAL SALE AND NON-REFUNDABLE.

Because custom orders are built and/or modified specifically to the customer's requested specifications or application, they cannot be returned, exchanged, or refunded once the order has been placed and production has begun.

If Grenergy manufactures a custom product incorrectly relative to the specifications accepted with the order, we will work with the customer to correct our error.

Returned Fuel-System Components

Due to the nature of fuel-system components and our product-liability requirements, returned kits cannot necessarily be placed back into inventory or resold as new. Returned components may be removed from service and disposed of accordingly.

All sales are final after installation.

***RETURN AUTHORIZATION REQUIRED***

ALL RETURNS MUST BE AUTHORIZED BY GRENERGY BEFORE THE PRODUCT IS SHIPPED BACK.

Customers must contact us at support@grenergy-us.com and receive return authorization before sending any product back to us. Receiving a package at our mailing address does not constitute acceptance or approval of a return and does not create an obligation to issue a refund.

PRODUCTS RETURNED WITHOUT PRIOR AUTHORIZATION ARE NOT ELIGIBLE FOR A REFUND.

A tracking number, delivery confirmation, or other proof that an unauthorized return was shipped or delivered does not constitute return authorization or approval for a refund.

If a customer initiates a credit-card dispute or chargeback based solely on proof that an unauthorized return was shipped or delivered, Grenergy reserves the right to provide the credit-card issuer, payment processor, or financial institution with the applicable return policy, order records, correspondence, tracking information, and documentation showing that return authorization was not requested or granted.

Authorized Return Address

Once return authorization has been granted, approved returns should be shipped to:

GRENERGY TRI FUEL
430 E 8th Street
PMB 142
Holland, MI 49423

Do not ship a return to this address until return authorization has been received.

Customers are responsible for return shipping costs. We strongly recommend using a trackable shipping service and purchasing appropriate shipping insurance. Grenergy is not responsible for return shipments that are lost or damaged in transit.

To be eligible for an authorized return, the product must be returned in its original condition and include all components, hardware, accessories, and packaging. Products that are damaged, altered, modified, incomplete, or show signs of installation or use may be denied a return.

Why We Charge a 40% Restocking Fee

Our products are hand-built, assembled, tested, inspected, and packaged by our employees before shipment. In addition, credit-card processing fees, labor, shop supplies, packaging materials, and other costs associated with processing an order are not recoverable when an order is returned.

More importantly, due to the nature of fuel-system components and our product-liability requirements, returned fuel-system kits and components cannot be resold or returned to inventory, even if the customer states that the product was never installed or used. Returned components must be removed from service and disposed of accordingly.

For these reasons, approved returns are subject to a 40% restocking fee rather than passing the cost of returned products on to customers who keep their purchases.

Summary:

  • Standard products: Return request must be made within 14 calendar days of confirmed delivery.

  • Prior return authorization is required before any product is shipped back.

  • Unauthorized returns are not eligible for refunds.

  • Delivery or tracking confirmation does not constitute return authorization.

  • Approved returns: 40% restocking fee applies.

  • Original and return shipping charges are non-refundable.

  • Installed, used, altered, damaged, or incomplete products may be ineligible for return.

  • Custom-built, custom-modified, special-order, and made-to-order products are FINAL SALE AND NON-REFUNDABLE.

  • No returns will be accepted after the 14-day return period.