Return, Refund & Reprogramming Policy

We accept returns within 30 days of your delivery date. To initiate a return, contact us at support@ongridsmart.com with your order number before shipping anything back.

To be eligible for a return:

• The full kit must be returned (no partial returns)
• All original product packaging must be included
• All accessories, inserts, and components must be included
• Items must be in unused, undamaged condition
• Devices must not be altered, tampered with, or modified

If these conditions are not met, OnGrid reserves the right to deny the return.

All approved returns are subject to a 20% restocking fee, which is deducted from your refund total. For example, on a $300 order you would receive a $240 refund.

This fee covers:

• Device inspection and testing
• Secure data removal and unpairing
• Repackaging and quality assurance

Shipping costs are non-refundable.

We do not accept returns for:

• Incomplete kits (missing devices or packaging)
  
• Used, damaged, or altered products
  
• Kits with missing accessories or inserts
  
• Digital products or protection plans (if applicable)
  

Once your return is received and inspected:

• You will be notified of approval or denial
  
• Approved refunds will be issued to your original payment method
  
• Refunds are processed within 5–10 business days
  
  

If your return is denied, the product may be shipped back to you at your expense.

We do not offer direct exchanges at this time.

If you would like a different configuration, please return your original order (if eligible) and place a new order.

OnGrid kits are custom-configured to your WiFi network and Google account before shipment.

Because of this:

• If incorrect WiFi information is provided at checkout, your system will not function properly upon arrival
  
• Changes to your WiFi name (SSID), password, router, or Google account after delivery may require reprogramming

Reprogramming Options:

• Standard Reprogramming: Starting at $60
  
• Requires devices to be shipped back to OnGrid
  

OnGrid Care+ Customers:

• Free reprogramming with OnGrid Care+ — one reprogramming included per year
  

By placing an order, you confirm that:

• Your WiFi name and password are accurate and up to date
  
• The Google account provided is correct and accessible
  
  

OnGrid is not responsible for issues caused by incorrect or changed network/account information after order fulfillment.