Return and Refund Policy

1. Scope and Intent

This Return and Refund Policy applies to all purchases made through the OffGrid Horizon website located at OffGridHorizon.com.

2. Contact Information

For questions about returns and refunds, please contact our Customer Service team:
Email: sales@offgridhorizon.com
Phone: 302-496-3554

Hours: Monday–Friday, 9:00am Est. - 4:00pm Est.

3. Return Eligibility

Customers in The United States of America have the right to cancel their purchase and return the product within 30 days of receipt, subject to the conditions outlined below.

3.1 Conditions for Return

• Unused and Undamaged: The item must be unused, undamaged, and in the same condition that you received it.

• Original Unopened Packaging: The item must be in the original packaging and remain unopened, with all labels and tags attached.

• Proof of Purchase: A receipt or proof of purchase is required.

4. Return Process

4.1 Initiating a Return

To initiate 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:
After reviewing your request, we will provide detailed return instructions and, if applicable, a Return Merchandise Authorization (RMA) number and a prepaid shipping label.

4.2 Preparing Your Return

Package the Item Safely:

• Securely pack the item in its original packaging.

• Ensure all accessories, manuals, and free gifts are included.

Include Documentation:
Include the return authorization form and any necessary supporting documents or images.

Attach Shipping Label:

• Download and print the return shipping label provided in our email.

• Affix the label to the outside of the package.

4.3 Shipping the Return

Shipping Method:
Use any trackable Shipping company located in the United States.

Return Window:
You can request a return within 30 days of receiving your order. Unfortunately, we’re unable to accept returns after that time frame.

5. Return Shipping Costs

• If your item arrives damaged, defective, or incorrect, we’ll cover the return shipping cost.
• If you’re returning an item because you changed your mind, you’ll be responsible for return shipping fees.

6. Specific Return and Refund Conditions

6.1 Returns Due to Change of Mind

Eligibility:

• If returning product due to change of mind, please notify sales@offgridhorizon.com within 30 days of original purchase receipt to be eligible.

• A 25% restocking fee will apply.

Refund:
A refund will be issued to the original payment method.

6.2 Defective or Damaged Goods

Notification:
Received something broken or not working properly? Contact us within 30 days. We’ll provide a prepaid return label and once the item is returned and inspected, we’ll issue either a full refund or a replacement—including any original shipping costs.

Documentation:
Provide photos or videos of the defect or damage.

Resolution:
We will offer a replacement or a full refund, including return shipping costs.

6.3 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.

6.4 Product Never Arrived

Notification:
Contact us if your product does not arrive within the estimated delivery time.

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.

6.5 Order Cancellation

Before Shipment:
You can cancel your order for a full refund if it has not yet been shipped.

After Shipment:
If the order has already been shipped, please follow the return procedure after receiving the product.

7. Exceptions to the Return Policy

The following items are non-returnable and non-refundable:

• Custom or Personalized Products: Items made to your specifications or clearly personalized.

• Perishable Goods: Such as food, flowers, newspapers, or magazines.

• Intimate or Sanitary Goods: Including underwear, swimwear, and personal care items, unless unopened and unused.

• Gift Cards and Downloadable Software Products.

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 3.

8.2 Refund Processing

Method:
Refunds will be processed to the original payment method used at the time of purchase.

Time Frame:
It may take up to 14 days 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 not in original condition, damaged, or missing parts for reasons not due to our error.

• Late Returns: Items returned more than 14 days after delivery.

9. Exchanges

Eligibility:
We replace items if they are defective, damaged, or incorrect.

Process:
To request an exchange, contact us at sales@offgridhorizon.com.

Shipping Costs:
Return shipping costs are the full responsibility of customer.

10. Timelines

Return Window:
Returns must be reported and shipped within 30 days of receiving the product.

Return Processing:
After receiving and inspecting the returned item, we will process the refund within 14 days.

Refund Period:
It may take up to 14 days for the refund to appear in your account after approval.

11. Legal Rights

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

14. Questions and Support

For more information, please:
Visit our FAQ Page

Contact our Customer Service team:
Email: sales@offgridhorizon.com
Phone: 302-496-3554

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

OffGrid Horizon
Phone: 302-496-3554
Email: sales@offgridhorizon.com
Business Hours: Monday - Friday , 9:00am Est - 4:00pm Est