At Total Off Grid, we work with trusted suppliers to deliver quality products directly to you. While we don’t hold stock ourselves, we want you to be confident in your purchase.

Defective or Faulty Goods

• If an item arrives damaged, defective, or develops a fault, please contact us within 14 days of receiving your order.

• To help us resolve the issue quickly with our supplier, we may request clear photos or a description of the fault.

• Once confirmed, we will arrange either a replacement or a full refund, including any original postage costs.

Exclusions

• We do not accept returns if you change your mind or if the wrong item was ordered.

• Returns are only accepted for defective or faulty items.

How to Report a Problem

1. Email orders@totaloffgrid.co.uk with your order number, details of the fault, and photos where possible.

2. We will liaise with our supplier and confirm whether a return is required.

3. If a return is necessary, we will provide instructions. In cases of defective goods, return postage will be covered.

Refunds

• Refunds will be issued to your original payment method once the defect has been confirmed and, if required, the returned item has been received by the supplier.

• Please allow 5–10 working days for the refund to appear, depending on your payment provider.

Your Rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015.