At OffGrid Lux, we prioritize customer satisfaction and strive to provide the best return experience possible. Below are the details of our policy:
Return Time Frame: You have 30 days from the date of delivery to initiate a return. Returns requested after this period will not be accepted.
Eligibility Criteria: To be eligible for a return, the item must be in the same condition as received, unworn or unused, with tags, and in its original packaging. Please note that custom or made-to-order products cannot be returned unless they are defective or damaged upon arrival.
Cancellations: You can cancel your order any time before it ships completely free of charge. Please contact our customer service team as soon as possible to initiate the cancellation process.
Refund Time Frame: Once we receive your returned product and verify its condition, we will process your refund within 3 business days. The refund process is based on the date of delivery. You will be notified via email once your return has been fully processed. Please allow up to 5 business days for the refund to appear on your credit card statement.
Refunds and Returns Process: In order to make a return, send an email to orders@offgridlux.com with the following details: your order number, the item or items you want to return, and the reason behind the return. The return process should be initiated based on the delivery date. You, as the customer, are responsible for any shipping costs associated with the return, except in cases where the product is defective or damaged.
Please be aware that as the customer, you are accountable for covering any shipping expenses associated with returns and exchanges, regardless of the reason. This encompasses scenarios such as:
- The product wasn't to the customer's liking, even though there was nothing structurally flawed.
- Fit issues (provided accurate measurements were provided)
- Finding a lower price elsewhere
- Accidental purchases
However, in cases where the return is due to:
- Defective or malfunctioning items
- Discrepancies between the received product and its description or image
- Incorrect items shipped
- Missing components
- Damaged product upon arrival
We may cover the return shipping costs.
Return Shipping Fees:
- Customer Remorse: You are responsible for the cost of return shipping.
- Defective/Damaged Items: We will cover the cost of return shipping.
Restocking Fee: A restocking fee of 25% of the product price applies to all returns.
Exchanges: If you wish to exchange your product, you may do so by making a separate purchase for the new item and notifying our team of your original purchase order. We will assist you in processing the exchange.
Warranty: Warranties vary by brand, and details can be found on individual product pages. Please note that warranty claims must be reported within the specified time frame and may require proof of issues with pictures or videos.
Inspection upon Delivery: We strongly encourage customers to inspect their packages upon delivery and report any damage within 24 hours. This allows us to expedite the resolution process and ensure customer satisfaction.
BOGO Promotions: In the case of a BOGO promotion, if you wish to return your order, both items must be returned for a full refund. If only one item is returned, a replacement will be offered or store credit provided for the value of the returned item when purchased separately. If your order has already shipped, you (the buyer) will be responsible for actual return shipping charges, and depending on the manufacturer, potentially a restocking fee. Refunds will only be issued to the original credit card used for the purchase.
Please Read the Following: When you are making a purchase from Off Grid Lux, you are acknowledging the following terms:
- I understand that it is my responsibility to inspect the package upon delivery and promptly notify OffGrid Lux of any damage. I agree to take pictures of any damage and provide them within 24 hours of the product being delivered. If the package is missing, I will notify OffGrid Lux within the same timeframe to facilitate assistance in locating it.
- I understand that I am responsible for the cost of return shipping in the case of a refund or exchange.
- I understand that products must be returned unopened and unused. I acknowledge that an additional restocking fee may be applied if the product is not returned in its original condition.
- I understand that if my order has left the warehouse, I may not be eligible to receive a full refund.
- I understand that if I choose to return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees, which may vary by product but are typically around 25% of the item's purchase price.
- I understand that shipping date estimates provided on product pages are estimates only and may be subject to change due to factors beyond the control of OffGrid Lux.
- I understand and agree that I will not cancel my order or initiate a chargeback due to delays in shipping or discrepancies between estimated and actual delivery times. I acknowledge that factors such as manufacturing and logistical constraints of partner companies may impact delivery timelines.
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I understand that in the case of customer remorse, I will be responsible for covering the return shipping costs, which will be based on the current shipping rates.
By making a purchase from OffGrid Lux, you agree to adhere to these terms and conditions.
If you require assistance or have any queries, feel free to reach out to us at the following contact details:
Contact Number: (307) 248-7227
Email: orders@offgridlux.com
Business Hours: Monday to Friday, 9 am to 5 pm CST
Thank you for choosing OffGrid Lux!
