Returns / Exchanges / Cancellations

Our Customer-First Return Policy

At Outbound Power, we want returns to be as straightforward as possible. Eligible items may be returned within 30 days of delivery, and our team is here to help if you have questions about your return.

Return Policy at a Glance

• 30-day returns on eligible items.

• Outbound Power covers return shipping for errors, confirmed defects, shipping damage, or incorrect product information on our website.

• Customers are responsible for return shipping for other eligible returns, including compatibility issues, ordering the wrong product, or changing your mind.

• Some products and situations are excluded from returns.

• All returns must be approved in advance before an item is shipped back.

Start a Return

To request a return:

1. Log into your account on our website.

2. Select the item or items you wish to return.

3. Follow the prompts to complete your return request.

Don’t have an account? No problem. You can create one to start your return.

Important: All returns must be approved in advance. Once your return is approved, we will provide return instructions and a return shipping label, if applicable.

30-Day Returns

All eligible items may be returned if initiated within 30 days of the delivery date.

To qualify for a return:

1. The item must be in its original condition and packaging.

2. All parts, accessories, and documentation must be included.

3. The item must not be listed under the return exclusions below.

Everything in our store is eligible to be returned except for excluded items listed under Items That Cannot Be Returned. Some items are subject to return shipping fees.

Who Pays Return Shipping?

Return shipping is based on the reason for the return.

When Outbound Power Pays Return Shipping

Outbound Power will cover the return shipping cost when the return is due to:

• An incorrect item being shipped.

• An item confirmed defective on arrival.

• Shipping damage.

• Incorrect product information on our website.

When the Customer Pays Return Shipping

For other eligible returns, return shipping fees are the responsibility of the customer.

This includes situations where:

• The item is no longer needed.

• The wrong item was ordered.

• The item is not compatible with your setup.

• You need a different size, model, capacity, voltage, connector, or configuration.

• You decide another product is a better fit.

Our team is available before your purchase to help ensure you select the right product and avoid unnecessary returns.

Return Shipping Requirements

Return shipping costs are non-refundable.

Customers are responsible for ensuring returned items are properly packaged. We recommend insuring return shipments, as Outbound Power is not responsible for returned items lost or damaged during return transit.

Money may be deducted from the refund if the returned item arrives damaged.

Items That Cannot Be Returned

Not sure whether your product qualifies? Contact us at returns@outboundpower.com and we’ll be happy to help.

Brand Exclusions

We cannot accept returns for:

• Firman Power Equipment products.

• DuroMax and DuroStar products.

• Cummins products.

• Generac products.

Shipping & Safety Exclusions

We cannot accept returns for:

• Select products shipped via freight.

• Power equipment that has been oiled or gassed due to shipping regulations.

Condition & Packaging Exclusions

We cannot accept returns for:

• Any product that is not in its original condition.

• Any product that is not returned in its original packaging due to shipping regulations.

Purchase & Use Exclusions

We cannot accept:

• Returns for the purpose of price matching.

• Returns for the purpose of retroactively adding discounts.

• Products purchased with store credit or gift card.

• Products purchased for temporary or one-time use, including events, job sites, or short-term projects.

Exchanges

Need a different power solution? We’re happy to help.

To keep the process fast and simple, exchanges are handled as a return and a new order:

1. Return the original item.

2. Place a new order for the item you need.

3. Once we receive and inspect your original item, we will process your refund according to our return policy.

The same eligibility rules, exclusions, and shipping terms described above apply to exchanges.

When Outbound Power Covers Exchange Return Shipping

We will cover the return shipping cost if the exchange is needed because of:

• An Outbound Power error.

• Shipping damage.

• A confirmed defect.

• Incorrect product information on our website.

• An incorrect product recommendation made by our team.

When You Need a Different Product or Configuration

If the exchange is needed because you need a different product, size, model, capacity, voltage, connector, configuration, or compatibility fit, return shipping fees are the responsibility of the customer.

Our team is available before your purchase to help ensure you select the right product for your setup and avoid unnecessary return shipping costs.

Damaged Items

If your item arrives damaged:

1. Note any package damage when signing for delivery. If possible, decline the delivery.

2. If the delivery is accepted, send photos of the damage to returns@outboundpower.com with your order number in the subject line.

3. We will provide instructions on the next steps for managing the damaged product.

Order Cancellations

To best serve our customers, we begin processing orders immediately to ensure fast delivery. This limits our ability to cancel orders with our suppliers once orders are placed.

Cancellation Requests

Cancellation requests must be submitted to our customer service team during business hours.

If your order has not yet been processed or shipped, we may be able to cancel it.

Once an order has been processed and shipped, it can no longer be cancelled.

At that point, the order may still qualify for return under our standard return policy once delivered.

If You Refuse a Delivery

If you refuse delivery of an order:

• It will be treated as a cancellation after shipment.

• A 3% cancellation fee will be deducted from your refund to cover non-refundable transaction costs.

Important Cancellation & Return Information

Our return policy is designed to support customers who need a different solution, not to bypass our cancellation terms.

If you choose to accept delivery of an item after it has been processed and shipped and then request a return:

• Your return will be subject to all standard return conditions, including item eligibility and shipping requirements.

• You will not be refunded the 3% cancellation fee, as the order was processed and fulfilled per your confirmation.

• We reserve the right to deny return requests we believe are being used to avoid our cancellation policy.

Questions?

We’re committed to making the process as straightforward as possible.

If you have questions about a return, exchange, damaged item, or product eligibility, contact us at returns@outboundpower.com.

Last updated: August 17, 2026