Refund policy

We want you to be completely satisfied with your purchase from Get Off Grid. If you are not satisfied for any reason, please review our policy below.

1. Standard Product Returns (Non-Custom Items)

Eligibility for a Refund

  • You have 10 calendar days from the date you received the item to initiate a return.

  • The item must be unused, uninstalled, and in the same condition that you received it (resalable condition).

  • The item must be in the original packaging.

  • You must provide the receipt or proof of purchase.

  • A 10% restocking fee will be deducted from the refund amount for all standard returns.

Refunds

Once we receive your returned item, we will inspect it and notify you of the status of your refund. If your return is approved, we will initiate a refund to your original method of payment, net of the 10% restocking fee, within 7-10 business days.

2. Non-Returnable / Custom Items

The following items cannot be returned or refunded unless they are deemed faulty or damaged upon arrival, in accordance with Australian Consumer Law (ACL) guarantees:

  • Custom-Made Products: Any items that were custom-fabricated, painted, modified, or specially ordered for your specific vehicle (e.g., custom solar setups, tailored mounting brackets, parts ordered using VIN).

  • Installed Products: Once a product has been installed or used on a vehicle, it is generally not eligible for return unless a major failure exists under ACL.

  • Services: Labor charges, installation fees, or diagnostic charges are non-refundable once the service has been rendered and performed with due care and skill.

3. Damaged or Faulty Goods (Australian Consumer Law)

If you receive a product or service that has failed to meet a consumer guarantee, please contact us immediately at info@get-off-grid.com.au with:

  1. Your order number.

  2. Clear photos or video showing the damage or defect (for products).

We will assess the situation and provide an appropriate remedy (repair, replacement, or refund) in accordance with the ACL. If the failure is minor, we may choose the remedy; if the failure is major, you may choose the remedy.

4. Return Shipping Costs (Customer Responsibility)

  • For all returns due to change of mind, incorrect ordering, or any reason other than a product being faulty under ACL, the customer is responsible for all costs associated with shipping the item back to our Stapylton address. Original shipping costs are non-refundable.

  • If the product is confirmed as faulty or incorrectly sent by Get Off Grid, we will cover or reimburse you for reasonable return shipping costs.

5. Initiating a Return

To start a return, please email us at info@get-off-grid.com.au with your order number and the reason for the return. We will provide you with the necessary return documentation.

Return Address: Unit 9 / 1-5 Homestead Drive Stapylton QLD 4207 Australia