Return Policy
Thank you for shopping with us! We stand behind the quality of our off-grid energy products and want you to be completely satisfied with your purchase. Please review our return policy below.
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30-Day Return Window
We accept returns within 30 days of the delivery date. To be eligible for a return, items must be:
• Unused and in the same condition that you received them
• In their original packaging with all accessories, manuals, and documentation
• Free from damage, signs of installation, or modification
Note: Products that have been installed, used, or modified are not eligible for return unless defective.
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Non-Returnable Items
The following items are not eligible for return:
• Custom-built or special-order products
• Clearance or final sale items
• Open-box batteries or components with visible signs of use
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Return Process
To initiate a return, please follow these steps:
1. Contact Us at info@offgridfactoryoutlet.com.au with your order number and reason for return.
2. We will provide a Return Merchandise Authorization (RMA) number and return instructions.
3. Securely package the item and include the RMA number on the shipping label.
4. Ship the item using a trackable shipping method. Return shipping costs are the responsibility of the customer, unless the return is due to our error or a defective product.
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Refunds
Once your return is received and inspected, we will:
• Notify you of the status of your return
• Process a refund to your original payment method (typically within 7–10 business days)
• Deduct a 15% restocking fee on certain items, where applicable (will be communicated during the return process)
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Damaged or Defective Items
If your item arrives damaged or defective:
• Contact us within 7 days of delivery with photos of the damage
• We will offer a replacement, exchange, or full refund at no additional cost
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Exchanges
If you need to exchange a product for a different item or model, please contact us. Exchanges are subject to stock availability and the same return conditions as above.
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Questions?
If you have any questions about returns or need assistance, please contact us at:
📧 info@offgridfactoryoutlet.com.au