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Return and refunds

Return and Refund Policy

At OffGrid Lux, our priority is your satisfaction. We have designed this return and refund policy to ensure that you have a clear understanding of our processes and can shop with confidence. Our approach is customer-centric, practical, and aligned with real-world scenarios, ensuring transparency and ease of use.

Return Eligibility and Time Frame

  • Return Period: You have 30 days from the date of delivery to initiate a return. Returns requested after this period will not be accepted.
  • Initiation Based on Delivery Date: The return process should be initiated based on the delivery date, not the purchase date. This gives you adequate time to assess the product after receiving it.
  • Eligibility Criteria: To qualify for a return, the item must be:
    • In the same condition as received, unworn, or unused.
    • Retaining all tags and original packaging.
    • Free of custom modifications, unless the item is defective or damaged upon arrival.
    • Only products in NEW condition are eligible for return. NEW products are those that are unopened, unused, and in their original packaging. We reserve the right to reject returns that show signs of use.

Important Note: At OffGrid Lux, we work with a range of trusted manufacturers to bring you the best products. Because of this, some items may have specific return guidelines. Please refer to the "Returns" section on the product page for details applicable to your selected product.

Order Cancellations

  • Cancellation Policy: You may cancel your order at any time before it is shipped, with no additional charges. To initiate the cancellation, please contact our customer service team as soon as possible at orders@offgridlux.com or +1 (307) 248-7227.

 

Refund Process and Time Frames

  • Processing Time: Once we receive your returned item and verify its condition, we will process your refund within 3 business days.
  • Refund Method: Refunds will be issued to your original payment method.
  • Refund Timeframe: It may take up to 5 business days for the refund to appear on your credit card statement, depending on your bank or credit card company.

 

Initiating a Return

  • Return Process: To initiate a return, please email orders@offgridlux.com with:

    • Your order number.
    • The item(s) you wish to return.
    • The reason for the return.

  • Customer Responsibility for Return Shipping:

    • Customer-Paid Shipping: You are responsible for return shipping costs in cases such as changes of mind, fit issues, or finding a better price elsewhere.
    • OffGrid Lux-Paid Shipping: We will cover the return shipping costs if the return is due to:
      • A defective or malfunctioning item.
      • A discrepancy between the product received and its description or image.
      • An incorrect item shipped.
      • Missing components.
      • Damage upon arrival.
    • In most cases, the return label will be included in the original package. If it is not, please email orders@offgridlux.com, and we will provide a digital return label for you to print and include in your return package.
  • Return Address: Once your return request is approved, we will email you the return address. You will have 7 days from the date of authorization to ship the item back. Please do not send your purchase back without prior authorization.

 

Specific Return Scenarios

  • Damaged on Arrival: Please inspect your order upon reception and report any damage to us within 24 hours. Include photos of the damage in your email. This prompt reporting allows us to expedite the resolution process.

  • Faulty Manufacturing/Broken After Use: If your item is defective due to manufacturing issues or breaks under warranty, please contact us immediately with photographic or video evidence. Warranty details are provided on individual product pages.

  • Wrong Product Received: If you receive the wrong item, contact us within 24 hours. We will arrange for the correct item to be sent to you and cover the return shipping for the incorrect item.

  • Change of Mind: If you change your mind, you can return the item within 30 days of delivery. You will be responsible for the return shipping costs and a 25% restocking fee.

 

Exchanges

  • Exchange Process: If you wish to exchange an item, please return the original product first. After processing the return, you can place a new order for the desired item. This method ensures that we maintain accurate inventory and that you receive your replacement as quickly as possible.

Restocking Fee

  • All returns, except defective or incorrectly shipped items, are subject to a 25% restocking fee, which will be deducted from your refund amount.

 

Inspection Upon Delivery

  • Delivery Inspection: We strongly encourage you to inspect your package upon delivery. Any damage must be reported to us within 24 hours, including photographic evidence. This allows us to take prompt action and ensure your satisfaction.

 

Customer Responsibility and Communication

By purchasing from OffGrid Lux, you acknowledge the following:

  • It is your responsibility to inspect the package upon delivery and notify us of any damage within 24 hours.
  • You are responsible for the cost of return shipping in cases of buyer’s remorse.
  • Products must be returned in unopened and unused condition. An additional restocking fee may be applied if the product is not returned in its original condition.
  • If your order has already shipped, you will be responsible for return shipping fees and a 25% restocking fee.
  • Shipping date estimates are just that—estimates. OffGrid Lux is not responsible for delays due to factors beyond our control.
  • Customer remorse will incur return shipping costs based on current shipping rates.

 

BOGO Promotions

  • In the case of a BOGO promotion, 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 will be responsible for return shipping charges and a possible restocking fee.

 

Contact Information

If you need assistance or have any queries, please reach out to us at:

Thank you for choosing OffGrid Lux! We are committed to ensuring your satisfaction.

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