EG4 12000XP V2 Off-Grid Inverter | 12 kW Output | Split-Phase

Effective Date: August 28, 2026

1. Introduction

At OffGrid Horizon ("we," "us," or "our"), we aim to provide a seamless and transparent shipping experience for our customers. This Shipping Policy outlines the terms and conditions related to the delivery of products purchased from our website, offgridhorizon.com. OffGrid Horizon is operated by JBrophy ECommerce LLC, a Delaware limited liability company.

2. Shipping Destinations

• Countries We Ship To: Contiguous United States.
• We do not ship internationally at this time.

3. Shipping Costs

Domestic Shipping: Free standard shipping on all orders. There are no hidden fees or additional shipping charges at checkout.

4. Order Processing Time

• Handling Time: Orders are processed with a handling time of 1-2 business days. Orders are fulfilled Monday through Friday (excluding holidays).
• Weekend and Holiday Orders: Orders placed on weekends or public holidays will be processed on the next business day.
• Backorders: Pre-order and backorder items display their expected lead time on the product page, and that date takes precedence over the general estimates below.

5. Estimated Delivery Time

Domestic Shipping:

• Transit Time: 4-7 business days for all destinations. Orders are shipped Monday through Friday.
• Total Estimated Delivery Time: 5-9 business days from the date the order is placed.

Note: Delivery times are estimates and may vary due to factors beyond our control, such as weather conditions or carrier issues.

6. Shipping Methods and Carriers

• Reliable Carriers: We partner with reputable carriers to ensure your package arrives safely.
• Large or Freight Items: Large items ship by LTL freight carrier. The carrier will call to schedule a delivery appointment.
• Shipment Tracking: All orders include tracking information, which will be provided via email once your order has shipped.
• Insurance: Shipments are insured against loss or damage. If you encounter any issues, please contact us promptly.

7. Order Tracking

After your order has been shipped, you will receive an email containing: Tracking Number, Carrier Name, and Tracking instructions.

You can track your package directly on the carrier's website using the tracking number provided in your shipping confirmation email, or through our order tracking page.

If you have questions or need assistance with tracking, please contact our Customer Service team at sales@offgridhorizon.com or (302) 496-3554.

8. Delivery Issues

8.1 Delayed or Lost Packages. Delayed Delivery: If your package is delayed beyond the estimated total delivery time, please contact us at sales@offgridhorizon.com or (302) 496-3554. Lost Packages: If your tracking information indicates that your package was delivered but you have not received it: verify the shipping address provided; check with neighbors or building management; contact us for further assistance.

8.2 Damaged Packages. If your package arrives damaged: take photos of the damaged packaging and items; contact us within 30 days of delivery at sales@offgridhorizon.com. Damaged items are eligible for a full refund or replacement, with return shipping covered by us. We will work with you to arrange a replacement or refund as appropriate.

9. Missing Items

If any items are missing from your order: contact us within 30 days of receiving your package; provide your order number and details of the missing item(s). We will investigate and resolve the issue promptly by sending the missing item(s) or offering a refund.

10. Return and Refund Policy Summary

• Returns are accepted within 30 days of receiving your order, for both defective and non-defective products.
• Non-defective returns must be unused and in original, unopened packaging with all labels, accessories, and manuals.
• Customer pays for return shipping on change-of-mind returns; OffGrid Horizon covers return shipping for defective, damaged, or incorrect items.
• A 25% restocking fee applies to change-of-mind returns. No restocking fee applies to defective or damaged goods.
• Refund processing time is within 14 days after we receive and inspect the returned item.

For complete details, please refer to our Return and Refund Policy.

11. Incorrect Address

Please ensure that all shipping information is correct. We are not responsible for orders shipped to incorrect addresses provided by the customer. If a package is returned to us due to an incorrect address: we will contact you to arrange reshipment; additional shipping charges may apply.

12. Contact Information

OffGrid Horizon (JBrophy ECommerce LLC)

Email: sales@offgridhorizon.com

Phone: (302) 496-3554

Address: 262 Chapman Rd, Ste 240, Newark, DE 19702, United States

Hours: Monday to Friday, 9 AM to 4 PM ET

Effective Date: August 28, 2026

1. Overview (Quick Reference)

• Return Window: 30 days from delivery
• Product Condition Accepted: New (unused, original unopened packaging, labels and manuals included) for change-of-mind returns; any condition for defective or damaged items
• Return Method: By mail (small parcel) or arranged freight pickup for large items
• Return Shipping Cost: Customer pays for change-of-mind returns; OffGrid Horizon pays for defective, damaged, or incorrect items
• Restocking Fee: 25% for change-of-mind returns; 0% for defective, damaged, or incorrect items
• Refund Processing Time: Within 14 days after we receive and inspect the returned item
• Refund Method: Original payment method
• Exchanges: Accepted for defective, damaged, or incorrect items

2. Scope and Intent

This Return and Refund Policy applies to all purchases made through the OffGrid Horizon website located at offgridhorizon.com ("Website") and shipped to customers within the contiguous United States. OffGrid Horizon is operated by JBrophy ECommerce LLC.

3. Contact Information

For questions about returns and refunds, please contact our Customer Service team:

Email: sales@offgridhorizon.com

Phone: (302) 496-3554

Address: 262 Chapman Rd, Ste 240, Newark, DE 19702, United States

Hours: Monday to Friday, 9 AM to 4 PM ET

4. Return Eligibility

Customers have the right to return products within 30 days of receipt, subject to the conditions outlined below. We accept returns for both defective and non-defective products.

4.1 Conditions for Return

• For Non-Defective Returns (Change of Mind): The product must be unused and in its original, unopened packaging, with all labels, accessories, manuals, and any included gifts.
• For Defective or Damaged Returns: Items are accepted regardless of condition. Please provide photos or videos as documentation of the defect or damage.
• Proof of Purchase: Your order number serves as proof of purchase.

5. Return Process

5.1 Initiating a Return. Contact Customer Service: Email us at sales@offgridhorizon.com or call (302) 496-3554 within 30 days of receiving your order. Provide your order number and a detailed reason for the return. Return Authorization: We reply within one business day with a Return Merchandise Authorization (RMA) number and the return address for your item — depending on the brand, returns go to our U.S. partner warehouse or to the manufacturer's U.S. service center. Please do not ship returns to our registered office address and do not ship without an RMA. Please note that change-of-mind returns are subject to a 25% restocking fee, which will be deducted from your refund.

5.2 Preparing Your Return. Package the Item Safely: Securely pack the item in its original packaging with all accessories, manuals, and free gifts included. Include Documentation: Include the return authorization form and any necessary supporting documents or images. Return Label: For change-of-mind returns, you are responsible for arranging and paying for trackable return shipping (freight items must ship by LTL carrier; we can quote a rate). For defective, damaged, or incorrect items, OffGrid Horizon will provide a prepaid return label or arrange freight pickup for large items.

5.3 Shipping the Return. Method: Return using a trackable shipping method. Risk of loss remains with you until the return is received, so please insure high-value items. Return Window: Ship the item promptly after receiving the return authorization.

6. Return Shipping Costs and Fees

• Return Shipping Costs (Change of Mind): The customer is responsible for return shipping costs.
• Return Shipping Costs (Defective, Damaged, or Incorrect Items): OffGrid Horizon covers return shipping costs.
• Restocking Fees: A 25% restocking fee applies to change-of-mind returns. No restocking fee applies to defective, damaged, or incorrect items.

7. Specific Return and Refund Conditions

7.1 Returns Due to Change of Mind (Non-Defective Products). Eligibility: Items must be unused and in original, unopened packaging. Return request must be made within 30 days of receipt. Refund: A refund will be issued to the original payment method, minus a 25% restocking fee. Return shipping is the customer's responsibility.

7.2 Defective or Damaged Goods. Notification: Report the problem within 30 days of delivery. Documentation: Provide photos or videos of the defect or damage. Resolution: We send a prepaid return label (or arrange freight pickup for large items). Once received and inspected, we issue a full refund, including any original shipping costs, or a free replacement. No restocking fee applies.

7.3 Incorrect Product Received. Notification: Inform us immediately upon receipt. Resolution: We will arrange for the incorrect item to be returned at our expense and ensure you receive the correct product at no additional cost.

7.4 Product Never Arrived. Notification: Contact us if your product does not arrive within the estimated delivery time stated in our Shipping Policy. Resolution: We will initiate an investigation with the carrier. If the product is confirmed lost, we will offer a full refund or send a replacement product.

7.5 Order Cancellation. Before Shipment: You can cancel your order for a full refund by contacting us right away with your order number — cancellations are not self-serve. In-stock orders begin processing within 1-2 business days, so we cannot guarantee cancellation once an order has been released to the carrier. Pre-order and backorder items may be cancelled for a full refund at any time before they ship. After Shipment: If the order has already been shipped, please follow the return process once received.

8. Refunds

8.1 Refund Conditions. Approval: Refunds are issued after we receive and inspect the returned item. Notification: We will notify you via email regarding the approval or rejection of your refund. Condition: Items must meet the return eligibility criteria outlined in Section 4.

8.2 Refund Processing. Method: Refunds will be processed to the original payment method used at the time of purchase. Processing Time: After receiving and inspecting the returned item, the refund is issued within 14 days. It may take additional time for the refund to appear in your account, depending on your bank or credit card issuer.

8.3 Partial Refunds. Partial refunds may be granted in certain situations: Condition Issues: Items returned incomplete or not in original condition for reasons other than our error. Late Returns: Items returned more than 30 days after delivery.

9. Exchanges

We accept exchanges. Defective, damaged, or incorrect items are exchanged free of charge. Change-of-mind exchanges are handled as a return under the terms above, plus a new order. To request an exchange, contact us at sales@offgridhorizon.com.

10. Non-Returnable Items

The following items are not eligible for return or refund: Custom or personalized items, and items made to your specifications; Gift cards; Opened food storage products. Legacy food storage products may be returned within 30 days if the outer packaging is unopened, under the change-of-mind terms above.

11. Timelines

• Return Window: Returns must be reported within 30 days of receiving the product.
• Damage/Defect Reporting: Within 30 days of delivery.
• Return Authorization Response Time: Within 1 business day.
• Refund Processing Time: Within 14 days after receiving and inspecting the returned item.

12. Legal Rights

This Return and Refund Policy does not affect any statutory rights you may have under applicable law.

13. Questions and Support

OffGrid Horizon (JBrophy ECommerce LLC)

Phone: (302) 496-3554

Email: sales@offgridhorizon.com

Business Hours: Monday to Friday, 9 AM to 4 PM ET

Address: 262 Chapman Rd, Ste 240, Newark, DE 19702, United States

Note: By making a purchase on our Website, you agree to this Return and Refund Policy.