Refund policy

Return and Refund Policy

Effective date: October 9, 2026

This policy applies to all purchases made on homebackupsupply.com. Home Backup Supply is operated by Brightmark.

1. Return window

You may request a return within 30 days of your order date. Returned items must be unused, undamaged and in their original condition, in the original packaging, with all accessories, manuals and components included. Please have your order number ready.

2. How to start a return

Email info@homebackupsupply.com with your order number and the reason for the return. We will reply with return instructions and the address to ship the item to. Please do not send an item back before you have received our instructions.

3. Restocking fees

Non-defective returns: a 15% restocking fee is deducted from the refund.
Gas and dual-fuel generators: a 20% restocking fee is deducted from the refund on non-defective returns.

No restocking fee applies when the item is defective, damaged in transit, or not the item you ordered.

4. Return shipping

For non-defective returns, the customer pays return shipping. Items that must go back by freight are billed at the freight carrier's actual cost. If an item arrives defective, damaged, or is not the item you ordered, we cover the return shipping.

5. Damaged or defective items

For freight deliveries, please inspect the shipment before signing and note any damage on the delivery receipt. For every delivery, report any damage or defect to us within 48 hours of delivery, with photos, and keep all of the original packaging, as it may be needed for a carrier claim or a return.

6. Items that cannot be returned

Gas, propane or dual-fuel generators that have had fuel or oil added.
Installed whole-house standby generators and installed home battery systems.
Special-order items.
Used items.
Clearance and open-box items.

7. Order cancellation

You can cancel your order free of charge until we have confirmed stock and charged your card. Once your order has shipped, our normal return terms above apply.

8. Refunds

Refunds are issued after we receive and inspect the returned item, to your original payment method, minus any restocking fee and any return shipping that applies under this policy. We will email you once your return is approved. Your bank or card issuer may take additional time to show the refund on your statement.

9. Installation

Home Backup Supply does not install equipment, and installation is not included in the purchase price. Whole-house standby generators and hard-wired home battery systems must be installed by a licensed electrician (and, where gas lines are involved, a licensed plumber) in line with local codes and permits.