Easy Returns
At The Off Grid Store, we want you to shop with confidence. We work with a range of trusted New Zealand and international brands and suppliers, which means return conditions can vary depending on the product, supplier, warehouse location, and freight requirements.
Because many of our products are bulky, freight-sensitive, special-order, or supplier-direct items, all returns must be approved by us before anything is sent back.
This policy applies to change-of-mind returns only and does not limit your rights under the Consumer Guarantees Act 1993.
Change-of-Mind Returns
We may accept change-of-mind return requests within 30 days of delivery, however returns are not automatically guaranteed and are assessed case-by-case.
To be eligible, the item must be:
- Unused, uninstalled, and in brand-new resaleable condition
- In original packaging with all parts, accessories, manuals, and protective materials included
- Free from damage, marks, wear, or signs of installation
- Approved by us in writing before being returned
- Accepted by the relevant supplier or warehouse where applicable
Items returned without prior approval may be refused.
Products That May Not Be Returnable
Some items are not eligible for change-of-mind returns, including but not limited to:
- Special-order or indent products
- Custom-made or made-to-order items
- Clearance or final sale items
- Installed, used, or damaged items
- Hygiene or sealed-use products once opened
- Oversized freight items
- Tanks, toilets, pumps, plumbing systems, heating systems, solar components, battery systems, electrical components, and similar technical products
- Any item a supplier will not accept back
If you are unsure, please contact us before purchasing.
Supplier & Brand-Specific Conditions
We source products from multiple brands and suppliers. Return conditions, restocking fees, freight costs, and acceptance rules may vary by brand or supplier.
Where a specific product, brand, or supplier has different return conditions, those conditions will apply to any change-of-mind return request for that item.
These conditions may be advised:
- On the product page
- In a quotation
- During order confirmation
- When a return request is submitted
Return Shipping & Costs
For approved change-of-mind returns:
- The customer is responsible for all return freight costs
- Original shipping charges are non-refundable
- Safe packaging is the customer’s responsibility
- Any transit damage during return shipping may affect eligibility for refund
A restocking or handling fee may apply where charged by the supplier or where processing costs apply. Any applicable fee will be advised before the return is confirmed.
Faulty, Damaged, or Incorrect Items
If your order arrives damaged, faulty, or incorrect, please contact us as soon as possible with your order number, photos, and details of the issue.
We will work with you to resolve the matter promptly in accordance with the Consumer Guarantees Act 1993 and any other applicable New Zealand consumer laws.
How to Request a Return
Please contact our team before sending anything back.
Include:
- Order number
- Full name
- Reason for return
- Photos (if relevant)
We will advise next steps, return eligibility, and the correct return address.
Our Goal
We always aim to be fair and reasonable. If there is an issue, please reach out and we’ll do our best to help.