Our Returns, Exchanges & Warranty Process

• Return Window: We accept returns within 30 days of the original purchase date.
• Return Shipping Responsibility: Customers are responsible for return shipping costs. We recommend using reliable courier services that provide both tracking and insurance for the value of the item.

Items Not Eligible for Return

• Custom Orders: Products that are custom-built or specially ordered (not listed on the Off-Grid Source website) cannot be returned.
• Installed or Used Products: Items that have been installed, used, or altered in any way are not eligible for return.

Return Conditions

• Product Condition: Returned products must be in new, fully functional condition, with all original packaging and materials included.
• Original Packaging Requirement: Special labels and documentation included with the original shipment must be present on the box when returning items.
• Photo Submission: Customers are required to submit clear photos of the item in its original packaging when requesting a return. Failure to provide photos may delay processing.

• Standard Returns: Returns made within 30 days will be processed without additional fees.
• Late Returns: Returns requested after 30 days require written approval and may be subject to a 15% restocking fee.
• Supplier Fees: Certain suppliers may impose additional restocking fees, which will be deducted from your refund.

Return Shipping Details

• Shipping Responsibility: Customers must cover all return shipping expenses and are encouraged to use trackable, insured shipping methods to avoid issues.
• Damaged Returns: Off-Grid Source is not liable for items damaged during return shipping. If damage occurs, customers must file claims directly with their shipping provider.

Return Address Instructions

• Multiple Return Addresses: Some orders may ship from different suppliers, requiring separate return addresses.
• Correct Address Requirement: Customers are responsible for ensuring returns are sent to the exact address provided for each item.
• Lost or Misrouted Items: Off-Grid Source will not be responsible for returns sent to incorrect addresses.

Right to Refuse Returns

• Policy Compliance: We reserve the right to reject any return that does not meet the terms outlined in this policy.
• Third-Party Alterations: Returns or warranties may be voided if the product malfunctions due to the addition of third-party equipment or unauthorized modifications.

Refund Processing

• Refund Timeline: Refunds will only be processed after the returned product:
  • Has been delivered to the appropriate warehouse,
  • Inspected and confirmed to be in working condition, and
  • Verified to include all original components and packaging.
• Refund Method: All refunds will be issued using the same payment method as the original purchase.

Returns & Exchanges Outside the Lower 48 States

• Shipping Responsibility: Customers located in Hawaii, Alaska, or Puerto Rico are responsible for all return shipping fees.
• Freight Recommendations: We strongly advise using a reputable freight provider with sufficient insurance coverage for returns from these locations.
• Other U.S. Territories: Returns are not accepted from U.S. territories other than those listed above.

Exchange Eligibility & Process

• Eligibility: Exchanges are available for items returned in new, unused condition, complete with all original packaging and components.
• Processing New Orders: Once the returned item is received, thoroughly inspected, and confirmed to meet our return conditions, we will process the replacement order.

Shipping Costs for Exchanges

• Non-Refundable Shipping: Please note that all shipping charges are non-refundable for both returns and exchanges.
• Customer Responsibility: The customer is responsible for:
  • Return shipping costs for the original item.
  • Shipping fees for the delivery of the replacement item.
• Recommended Shipping Methods: We strongly recommend using trackable and insured shipping services to ensure the safe return and delivery of items.

Exchanges Outside of the Lower 48 States

• Shipping Responsibility: For items shipped to Hawaii, Alaska, or Puerto Rico, customers are responsible for all shipping costs related to exchanges.
• Other U.S. Territories: Exchanges from U.S. territories other than Hawaii, Alaska, or Puerto Rico are not accepted.
• Freight Recommendations: For safe and secure transportation, we recommend using reliable freight services that offer sufficient insurance coverage.

Warranty Coverage & Duration

• Coverage Period: Warranty timelines depend on the specific product and manufacturer guidelines.
• Customer Support: If any issues arise, our team is available to assist you in working with the manufacturer to resolve them.
• Product-Specific Details: Please refer to the product manual or manufacturer's warranty documentation included with your order for full details on coverage and terms.

Submitting a Warranty Claim

To begin a warranty claim, you can:

• Directly contact the manufacturer, or
• Reach out to Off-Grid Source by:
  • Email: contact@offgridsource.com
  • Phone: 877-556-3347

Important Notes:

• Submitting a claim does not guarantee immediate approval for repairs or replacements.
• Our Technical Support team will review your request and may ask for additional information required by the manufacturer to complete the claim.

Information Required for Warranty Claims:

• Product serial number
• Purchase date and proof of purchase
• Error messages or fault codes (if applicable)
• Detailed description of the issue
• Photos or videos to help identify and troubleshoot the problem

Warranty Coverage Outside the Lower 48 States

• Coverage Limitations: Manufacturer warranties apply only within the lower 48 states of the United States.
• For Customers in Hawaii, Alaska, or Puerto Rico:
  • The product must be shipped to the mainland for warranty service.
  • All shipping costs (to and from the manufacturer) are the customer's responsibility.
• Recommended Shipping: We suggest using trusted freight carriers with insurance coverage for secure transportation of items requiring warranty service.

Follow these steps to initiate any return, exchange, or warranty claim:

1. Step 1: Reach out to us via:
   • Email: contact@offgridsource.com
   • Phone: 877-556-3347
2. Step 2: Our team will respond within 24–48 business hours to guide you through the process, including return shipping instructions and any necessary documentation.
3. Step 3: Upon receiving and verifying the returned product, we will immediately begin processing the replacement or refund.