Returns, Refunds and Exchanges
Off Grid and Marine Energy Systems Refund policy
A Returns and Refunds policy is always a tough item to manage in a business. You want to be fair to your customers but not taken advantage of. Many customers do not appreciate the costs and time associated with processing a return. The big credit card companies certainly don’t refund any transaction fees they charge and to add insult to injury they often add a return fee so you end up paying transaction fees for both the purchase and the refund.
When dealing with DIY electronics it becomes even more challenging as we need to ensure the returned product has not been damaged and its still marketable.
We sent the wrong product
When we have mistakenly sent an incorrect product OGSS will absorb all shipping costs in having the wrong part returned and the correct part sent.
Customer cancels order before shipping
When an order is arbitrarily canceled without good cause prior to shipping and packaging it will be fully refundable, less 5% to cover the cost of transaction fees imposed by the credit card companies that are not refunded by them.
If the order is canceled by OGSS or with good cause, as determined by OGSS, then the customer shall receive a 100% refund.
Customer cancels order after shipping
If the order is returned while in transit and/or refused by the customer, it shall be fully refundable less 10% to cover transaction fees and restocking costs.
Customer wants to return an item within 15 days of order delivery date
So long as all items are in their original unopened packaging they can be returned within 15 days of order delivery date for a full refund less restocking fees of 25%. If an order delivery date can not be confirmed, it shall revert to 30 days from date of shipment. Open items do not qualify for return. No returns are accepted after this.
This all being said, we are a small company and want to do right by our customers. If you feel that there are extenuating circumstances with your return and it should not be subject to these costs, please contact us at email@example.com and we will try to come to a reasonable compromise.
How to initiate a Return
For orders where we have shipped the wrong product, OGSS will issue an RMA shipping label via email for the customer to affix to the item and simply drop it off at a local UPS store.
For all other orders, the customer shall contact OGSS and confirm what items are to be returned, box them up adequately, include a copy of the original invoice and send them to the address listed below, with a copy of the tracking number emailed to your OGSS rep.
A note will be added to your file, and upon receipt it will be inspected and credited if applicable. If you have not had a response within 10 days of our receipt, please feel free to follow up on it with us. Keep in mind the safe transport of the item is your responsibility until accepted by our shippers.
Shipping and Returns address:
Off Grid and Marine Energy Systems
1741 Industrial Drive
Unit #3, Rear Loading Dock
Sterling, IL 61081
This policy is subject to change and forms part of our terms and conditions.