At Off-Grid Spares, we want you to be satisfied with your purchase. However, we understand that sometimes returns or refunds may be necessary. Please read our policy carefully to ensure a smooth return process.

Returns & Refunds

Change of Mind Returns

  • Change of mind returns must be requested within 14 days of receiving your item.
  • Items must be completely unused, in their original packaging, and in the same condition as received.
  • A 20% restocking fee will apply to all change of mind returns.
  • Customers are responsible for return shipping costs.
  • Refunds will be processed once the item is received and inspected and may take an additional 3-5 business days to process.

Returning a Product

To initiate a return, please contact us before sending any items back. Unauthorised returns may be missed or left unprocessed.

  • All returns must be shipped with tracking. Any item returned without tracking will be considered unreturned.
  • Do not send items directly to the manufacturer.
  • Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.

Faulty or Defective Products

If you receive a product that is faulty or damaged upon arrival, please contact us immediately with details and photos.

  • If the issue is confirmed, we will offer a replacement or refund.
  • If a product becomes faulty after installation, and the installation may have contributed to the issue, we cannot offer an exchange or refund. However, please reach out, and we will do our best to assist you.

Exchanges

We only replace items if they are defective or damaged upon arrival. If you need an exchange, please contact us to arrange the return.

Shipping Returns

  • Customers must cover the cost of return shipping unless the item is confirmed as faulty on arrival.
  • Shipping costs are non-refundable. If a refund is approved, the cost of shipping will be deducted from the refund.
  • If you are returning a high-value item, we strongly recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your return otherwise.

Processing Refunds

  • Approved refunds will be issued to your original payment method within a standard processing timeframe.
  • If your refund has not arrived within a reasonable period, please check with your bank or payment provider, as processing times may vary.

For any further questions or assistance, please contact us at [email protected].