Return & Exchange Policy

This Return & Exchange Policy governs all purchases made through prelectricdirect.com and is incorporated by reference into the PR Electric Direct Terms & Conditions. By completing a purchase on our platform, you acknowledge that you have read, understood, and agreed to the terms set forth herein.

PR Electric Direct specializes in high-value power equipment shipped exclusively to Puerto Rico. Due to the nature of our products, logistics model, and the inspection process each unit undergoes prior to dispatch, all sales are conducted on a final-sale basis. This policy is applied uniformly to all customers without exception.

All purchases made through prelectricdirect.com are final and non-refundable. PR Electric Direct does not accept returns, issue refunds, or process cancellations after an order has been confirmed and transmitted for fulfillment.

The following circumstances do not constitute grounds for a return, refund, or exchange under any condition:

• Change of mind or no longer wanting the item
• Ordering the incorrect product
• Finding a lower price through another vendor
• Dissatisfaction with product performance within manufacturer specifications
• Delays in shipping or delivery outside of our control
• Cosmetic variations that do not affect unit functionality

Customers are strongly encouraged to review all product specifications, dimensions, fuel requirements, and intended use cases prior to placing an order. Our team is available via contact form or by phone at (248) 289-3149 to answer pre-purchase questions.

A defective unit claim may be initiated exclusively in the event of a verified manufacturing defect — defined as a fault in materials or workmanship that renders the unit unable to perform its primary function under normal operating conditions as described in the product listing.

All defective unit claims must be submitted within 7 calendar days of the confirmed delivery date as recorded by the carrier's tracking system. The delivery date is determined solely by the carrier's final delivery scan. Claims submitted after this 7-day window will not be accepted or reviewed under any circumstances, regardless of when the defect was discovered.

To initiate a claim, the customer must contact PR Electric Direct via our contact form or by phone at (248) 289-3149, providing the order number and a description of the defect at the time of first contact.

All defective unit claims must be accompanied by clear photo or video documentation of the alleged defect submitted at the time of the initial claim. Documentation must be sufficient to allow our team to identify the nature and location of the defect without physical inspection of the unit.

Acceptable documentation includes:

• Video demonstrating the defect under normal operating conditions
• Clear photographs of the affected component or area
• Photographs of any visible damage to the unit that appeared upon delivery

Claims submitted without supporting documentation will not be reviewed until adequate evidence is provided. The 7-day claim window is not extended to accommodate the gathering of documentation after initial contact.

Upon review and verification of a valid defective unit claim, PR Electric Direct will determine the appropriate resolution at our sole and exclusive discretion. Available resolutions include, but are not limited to:

• Partial credit or discount applied toward a future purchase or against the original order balance
• Covered repair whereby PR Electric Direct bears the cost of repair through an authorized service facility
• Exchange for the same model or, at the customer's request, a different model with any applicable price difference charged or credited accordingly

The customer does not have the right to select or demand a specific form of resolution. PR Electric Direct will communicate the approved resolution in writing via email or phone following completion of the claim review. All resolutions are final and not subject to further negotiation.

All defective unit claims are reviewed within 2 business days of receipt of complete documentation.

Where an exchange has been approved and authorized by PR Electric Direct, the following process shall govern the return and replacement of the unit:

1. The customer will receive written confirmation of the approved exchange via email or phone prior to shipping any item.
2. PR Electric Direct will issue a prepaid return shipping label at no cost to the customer.
3. The customer must tender the packaged unit to the designated carrier within 5 business days of receiving the prepaid label. Failure to do so will result in cancellation of the approved exchange.
4. Upon receipt of the returned unit at our facility, our technicians will conduct a full inspection as described in Section 7.
5. Upon confirmation of the verified defect, the replacement unit or approved resolution will be processed and dispatched within 3 to 5 business days.

No replacement unit will be shipped, and no alternative resolution will be fulfilled, prior to the receipt and inspection of the returned unit.

The customer bears sole responsibility for the safe and secure packaging of any unit being returned to PR Electric Direct. The unit must be packaged in a manner sufficient to prevent damage during transit, including but not limited to the use of appropriate cushioning materials, a structurally sound outer box, and secure sealing.

PR Electric Direct is not responsible for any damage sustained by the unit during return transit that is attributable to inadequate packaging by the customer. Units received in a damaged condition due to insufficient packaging will be evaluated accordingly during inspection, and such damage shall not be treated as a pre-existing or manufacturing defect.

Customers are advised to retain proof of drop-off and tracking information for the return shipment until the exchange or resolution has been confirmed in writing.

Every unit returned to PR Electric Direct is subject to a thorough inspection by our certified technicians upon arrival at our facility. The purpose of this inspection is to verify the existence and nature of the reported defect as described in the submitted claim.

The inspection will assess, among other factors:

• Whether the reported defect is present and reproducible
• Whether the defect is consistent with a manufacturing fault or attributable to user error, misuse, or improper maintenance
• The overall condition of the unit relative to its described state at the time of the claim
• Whether any damage occurred during return transit due to packaging failure

The results of this inspection are determinative and final. PR Electric Direct reserves the right to adjust or rescind the approved resolution based on inspection findings that materially differ from the submitted claim.

PR Electric Direct maintains a strict policy against fraudulent defect claims. Submitting a defective unit claim that is knowingly false, exaggerated, or unsupported by the facts is a violation of these terms and may have legal and financial consequences for the customer.

We encourage all customers with genuine concerns about their unit to contact us in good faith. Our team is committed to resolving legitimate defect claims fairly and efficiently.

The following conditions are expressly excluded from coverage under this policy and do not constitute a manufacturing defect regardless of when or how they are reported:

• Damage resulting from improper use, operation outside of specified parameters, or failure to follow the product's operating instructions
• Damage caused directly or indirectly by the customer, including physical impact, liquid exposure, or improper storage
• Normal wear and tear consistent with regular use of the product
• Cosmetic damage, including scratches, dents, or discoloration, that does not impair the functional operation of the unit
• Damage resulting from failure to perform required maintenance, including but not limited to oil levels, fuel quality, and filter condition
• Units reported after the 7-calendar-day notification window has elapsed
• Claims submitted without the required photo or video documentation
• Items listed as final sale, clearance, or otherwise marked as non-exchangeable at the time of purchase

All defective unit claims, exchange inquiries, and policy questions must be directed to PR Electric Direct through the following channels:

• Contact Form: prelectricdirect.com/contact
• Phone: (248) 289-3149

Our team responds within 24 business hours. Please include your order number and a description of your inquiry in all initial communications to ensure the fastest possible response.