Return and Refund Policy

Return and Refund Policy

At ProGridPower, we are committed to ensuring customer satisfaction with flexible and transparent return and refund policies. If you have any questions or concerns, please call or text us at 888-817-4092 or email hello@progridpower.com.

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Cancellations and Refunds

Cancellation Policy

• Standard Orders: Orders can be canceled free of charge prior to shipment. Please contact us as soon as possible to ensure your cancellation request is processed promptly.
• Custom Orders: Custom or made-to-order products cannot be canceled or refunded once production has begun. If you're unsure about the status of your order, reach out to us for clarification.

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Refunds and Returns

We aim to make returns simple and stress-free. Please review the following details:

• Eligibility: Returns must be initiated within 30 days of delivery. Items must be in new, unused, and original condition, including all packaging and accessories.
• Manufacturer Policies: Some products may be subject to the return policies of the manufacturer. Contact us to confirm if your item is eligible for return.
• Fees: A 25% restocking fee and return shipping costs apply unless the return is due to a defect or error on our part. Exchanges may qualify for partial fee waivers.
• Process: To initiate a return, contact us at hello@progridpower.com with your order number, reason for return, and supporting photos (if applicable).

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Exchanges
We understand that sometimes the product you initially choose isn’t the perfect fit, and you may want a different model, capacity, or configuration to meet your off-grid power needs. To streamline the exchange process and minimize downtime, we recommend the following steps:

1. Initiate Your Return:
   Complete our Return & Exchange Request Form to begin the return process for your original item. Please ensure the product is in like-new condition, with all original packaging, accessories, and documentation included. We’ll provide clear instructions for returning the product safely.

2. Place Your New Order:
   While we’re processing your return, go ahead and place a new order for your desired item. This approach lets you secure the exact product you want without waiting for the return to be fully processed.

3. Prompt Refund Processing:
   As soon as we receive and inspect your returned product, we’ll immediately process a refund to your original payment method. You’ll receive a confirmation notification once the refund is complete.

This two-step approach—returning the original product while simultaneously placing a new order—ensures you get the right power solution in hand as quickly as possible. If you have questions or need assistance at any point, our customer support team is here to help.

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Shipping Times and Delays

We strive to ship your order promptly. However, delays may occur due to supply chain challenges, manufacturing timelines, or other factors outside our control. Estimated shipping times provided on product pages are approximations. We appreciate your patience and understanding in such cases.

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Important Information

By placing an order with ProGridPower, you agree to the following terms:

• Inspection Upon Delivery: Inspect your package upon arrival. If damage is noted, document it with photos and notify us within 24 hours to initiate a claim.
• Return Shipping Responsibility: Customers are responsible for return shipping costs unless the return is due to a defect or error.
• Restocking Fees: Returns are subject to a restocking fee, typically 25%, unless otherwise specified.
• Used Items: Products must be returned in original, unused condition with all accessories and packaging. Used or damaged items may incur additional fees or be ineligible for return.
• Shipping Estimates: Delivery timelines are estimates and may vary due to factors beyond our control, such as manufacturing or carrier delays.

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Damage Policy

If your product arrives damaged, document the issue with photos and contact us within 24 hours of delivery. We’ll work with the shipping carrier and the manufacturer to resolve the issue quickly.

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Warranty Information

Warranties are provided by the manufacturer and vary by product. Please refer to the product pages for detailed warranty information or contact us for assistance. Note that warranties cover defects due to normal use, not damage occurring after delivery.

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Chargeback Policy

Our team is here to resolve any issues you may encounter. If there’s a problem with your order, please contact us directly so we can assist you. Filing a chargeback should only be a last resort, as we strive to address all concerns promptly and fairly.

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Contact Us

For all inquiries, please call or text 888-817-4092 or email us at hello@progridpower.com. We’re here to ensure you have the best experience possible!

Submit Your Request

To make the process easy and efficient, please complete the Return & Refund Policy below. Provide all required details, including the product link and any relevant documentation. Once your submission is received, our team will get to work verifying your claim and responding with the best possible offer.

Feel free to email any additional photos or information if needed to hello@progridpower.com.

Last Updated: December 12, 2024