Refund policy

We know that it is difficult to buy items sight unseen. If you purchase something from us that doesn't fit right, feel right, your significant other hates it, etc., we offer an easy return/exchange process. As long as your item(s) are unused, in the same condition that you received it with the tags still attached, unwashed, and within 30 days of delivery, you can proceed to process your return or exchange through our online portal. 


We will exchange your item(s) for something else, issue store credit, or refund your money (minus the shipping costs to return). If you need help figuring out your size, we are happy to help via email. Drop us a line at: hello@offthegridsurplus.com – if you prefer a callback, don’t forget to leave your number! 


To complete a return/exchange, contact us on the chatbot in the lower right-hand corner of our site, or follow this link: HERE. We may not respond right away, so make sure to leave your email. 


In order to process your order for an exchange or a return, you will need your order number and shipping zip code. If you misplaced your order number or received an item as a gift, please email us at hello@offthegridsurplus.com. Include as many details on the item(s) you're trying to return/exchange (and as much of the gift giver’s information as possible) so that we can get you taken care of ASAP!


If you purchased in person, at a show, or at our brick-and-mortar, please shoot over an email with the approximate date of purchase and details on the item(s) you're trying to return/exchange – we’ll locate your transaction information and get back to you.


NON-RETURNABLE ITEMS: 

- Gift cards

- Membership and subscription products

- Route package insurance

- Outlet Merchandise

 

REFUNDS (if applicable)

Once your return is received and inspected, we will email you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, your refund will be processed, and a credit will automatically be issued to your original form of payment. Typically, within 5-10 business days.

 

LATE OR MISSING PAYMENTS  (if applicable)

If you have not received a refund yet, first check your bank account.

Then contact your credit card company. It may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you have done all of this and still have not received your refund, please, contact us at hello@offthegridsurplus.com.

 

WARRANTIES

Unfortunately, sometimes manufacturer errors do occur. If you feel your item is faulty due to a manufacturing defect, please, contact us immediately at: hello@offthegridsurplus.com.

 

Please note! Manufacturing defects are only eligible for a warranty up to 6 months from the delivery date. After that time, we, unfortunately, cannot warranty items, as normal wear and tear will affect the performance of your clothing. 


Normal wear, accidental tears, or damage due to incorrect washing and drying of your garment are not covered under our manufacturer's warranty.