Returns Policy

At Off Grid Renewables Ltd, we want you to be satisfied with your purchase. If you need to return an item, please read the following policy carefully before contacting us.

Returning Unwanted Items

If you are a consumer purchasing online, you have the right to cancel your order within 14 days of receiving the goods in accordance with the Consumer Contracts Regulations.

To qualify for a return, items must be:

• Returned within 14 days of notifying us of your intention to cancel

• Complete with all original packaging, accessories and documentation

• In a condition suitable for resale

• Free from damage caused after delivery

Please note that products which have been installed, modified, used or connected may not be eligible for return.

Return Shipping Costs

Unless the goods are faulty, damaged or supplied incorrectly, the cost of returning goods is the responsibility of the customer.

We strongly recommend using a tracked and insured delivery service, particularly when returning high-value items. Off Grid Renewables cannot accept responsibility for goods lost or damaged in transit whilst being returned.

Original delivery charges are non-refundable except where required by law.

Special Order and Non-Stock Items

Certain products are ordered specifically to fulfil customer requirements and may not be held as standard stock.

Special order, non-stock, bespoke or made-to-order products may be subject to a restocking charge or may be non-returnable. Any applicable charges will be advised before a return is authorised.

Inspection of Goods

All goods should be inspected immediately upon delivery and before installation.

Any damage, shortages or incorrect items must be reported to us as soon as possible and ideally within 24 hours of receipt.

If packaging is visibly damaged, customers should sign for the goods as damaged and notify us immediately.

Failure to inspect goods on delivery, report transit damage promptly or signing for goods as received in good condition may affect our ability to recover costs from the courier and could impact the outcome of any damage claim.

Products must not be installed if damage is suspected.

Faulty, Damaged or Incorrect Goods

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible at hello@offgridrenewables.co.ukwith your order number, a description of the issue and photographs where applicable.

We will assess each case individually and, where appropriate, arrange repair, replacement or refund in accordance with your statutory rights.

How to Arrange a Return

Before returning any item, please contact us at hello@offgridrenewables.co.uk with:

• Your order number

• Product details

• Reason for return

• Photographs if the item is damaged or faulty

Once approved, we will provide return instructions and a Return Authorisation Number (RAN).

Returns received without prior authorisation may be refused.

Refunds

Refunds will be processed once the returned goods have been received and inspected.

Where a refund is approved, it will be issued to the original payment method within 14 days.

We reserve the right to make deductions from refunds where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and function, resulting in a reduction in value.

Exclusions

The following items are generally not eligible for return unless faulty:

• Custom-built or bespoke products

• Made-to-order items

• Special order products sourced specifically for a customer

• Products that have been installed, modified or damaged after delivery

• Products returned without prior authorisation

Limitation of Liability

Off Grid Renewables shall not be liable for any indirect or consequential losses, including but not limited to loss of earnings, installation costs, contractor costs, project delays or loss of generation arising from delayed, damaged or faulty goods.

Customers should not arrange installation works until all goods have been received, checked and confirmed as suitable for use.

Contact Us

Email: hello@offgridrenewables.co.uk

Off Grid Renewables Ltd