Refund policy
Returns and Exchanges
Canadian Off Grid accepts return or exchange requests made within 30 days of delivery.
To be eligible, an item must be new, unused, uninstalled, unenergized, complete, and in resalable condition. It must be returned in its original packaging with all manuals, accessories, components, tags, and proof of purchase.
All returns are subject to inspection and approval. Canadian Off Grid may refuse any item that shows signs of use, installation, modification, damage, cosmetic wear, or incomplete packaging.
Approved returns are subject to a 15% restocking fee. Additional charges may apply for missing or damaged packaging, missing accessories, or costs required to restore the item to resalable condition.
Original shipping and freight charges are non-refundable, except where the return results from an error by Canadian Off Grid or a confirmed dead-on-arrival defect.
Unless the return results from an error by Canadian Off Grid or a confirmed dead-on-arrival defect, the customer is responsible for return shipping, packaging, and insurance. Returns should be sent using a trackable and insured service. Canadian Off Grid is not responsible for damage occurring during return transit.
Non-Returnable Items
The following items are final sale and are not eligible for return or exchange:
- Batteries and energy storage products
- Used composting toilets
- Bowl liners, consumables, and sanitary products
- Special-order items and custom goods
- Items that have been installed, energized, modified, damaged, or removed from service
- Items that are not in resalable condition
- Orders financed through PayPlan by RBC
Warranty remedies may remain available for defective products in accordance with the applicable manufacturer warranty.
Return Authorization
To request a return or exchange, contact jen@canadianoffgrid.com and provide your order number, photos of the item and packaging, and the reason for the request.
Approved returns will be issued written instructions and a Return Merchandise Authorization number. Items returned without prior approval or without a Return Merchandise Authorization number will not be accepted.
Defective or Dead-on-Arrival Items
Suspected defective or dead-on-arrival items must be reported within 7 days of delivery.
Canadian Off Grid may require photos, videos, serial numbers, wiring details, settings, error codes, device logs, or other information necessary to verify the issue.
If a product is confirmed defective or dead on arrival, Canadian Off Grid will coordinate repair, replacement, or return in accordance with the manufacturer’s process.
If the product is operating within specification and the issue results from installation, configuration, misuse, or incompatibility, the return may be refused or processed as a standard return with applicable fees.
Refunds
Approved refunds will be issued to the original payment method within 5 to 10 business days following inspection, less any applicable restocking fees, shipping charges, freight charges, or other non-recoverable costs.
Contact
For return, exchange, or warranty inquiries, contact jen@canadianoffgrid.com.