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.
