Off-Grid AI — Refunds & Returns Policy

Effective: October 2026 | Elastic Thoughts, LLC | Seneca, South Carolina

We want your Off-Grid AI experience to be exactly what you expected. If something isn't right, here's how our returns and refunds process works — including specific terms for the Core Brain USB device and Expansion Packs.

Before You Return — Reach Out First

Off-Grid AI runs on a wide range of host computers, and performance depends significantly on the hardware it's plugged into — CPU, RAM, GPU, and operating system version all affect how fast the model responds and which model profile the software selects. If your device is running slowly, producing unexpected results, or not behaving as you expected, contact us before initiating a return. Most issues we hear about — slow responses, hardware compatibility questions, dynamic model selection, first-run setup problems — can be resolved over email without a return.

For troubleshooting support, email info@offgridai.io. Please include your order number, the operating system and version of the computer you're using, and a brief description of what you're seeing. We typically respond within one business day.

Core Brain USB — Return Eligibility

You may return the Off-Grid AI Core Brain USB device within 30 days of delivery for a full refund or exchange, provided the following conditions are met:

◆ The USB device's factory shrink-wrap is intact and unbroken

◆ The device is in its original packaging with all included accessories and documentation

◆ The device has not been plugged in, activated, or used in any way

The outer shipping box may be opened — that's expected. The condition that matters is the factory seal on the USB device itself. Once the shrink-wrap is broken, the device is considered activated for purposes of this policy, and the Core Brain knowledge library and software license have been exposed. Unsealed devices are not eligible for return except in the case of a verified defect (see Defective Product below).

Returns received outside the 30-day window or not meeting the above conditions cannot be accepted.

Bring Your Own Drive

With Bring Your Own Drive you mail us your own drive and we load Off-Grid AI Core onto it. There is no factory seal, so these terms apply instead of the shrink-wrap rule above:

◆ Before your drive arrives: cancel any time for a full refund.

◆ No drive after 45 days: we cancel the order and refund it in full.

◆ If your drive doesn't pass our checks (capacity, read speed of 150 MB/s or faster, a readable hardware serial number): we email you first. You can switch to our Carry 256GB drive for the price difference, and we send your drive back with it; or we return your drive and refund your order, less the return postage.

◆ Once your drive is loaded, the Core licence is bound to it, the same as an opened Core Brain USB device: it can't be returned except for a verified defect (see Defective Product below). If Core doesn't work on a drive that passed our checks, we fix it or refund it.

◆ Your drive and your data: your drive is erased before loading, and we can't recover files left on it. We're not responsible for drives lost or damaged on the way to us; please use a tracked service. We always send your drive back to you.

Full details, requirements and the mailing address are on the Bring Your Own Drive page.

Hardware Compatibility Is Not a Defect

Off-Grid AI's system requirements are published on the product page at offgridai.io. If your host computer does not meet the listed requirements, or if performance on your hardware does not meet your expectations, that is not considered a product defect. Whether you are eligible for a return in that scenario depends on whether the factory shrink-wrap is intact — if it is, the 30-day return window applies; if it has been broken, the device is no longer returnable.

We strongly recommend reviewing the system requirements before purchase, and reaching out to us with any hardware questions before opening the device.

Expansion Packs — No Returns

Expansion Packs are delivered digitally and installed directly onto your Off-Grid AI USB device, where they are cryptographically bound to that specific device under the same single-device license as the Core Brain. Because Expansion Packs cannot be transferred, uninstalled for resale, or reissued to another device, they are non-refundable once installed.

◆ Returning the Core Brain USB does not entitle you to a refund on any Expansion Packs previously installed on it

◆ A USB device returned with Expansion Packs installed will be fully wiped and re-provisioned before any subsequent use; no credit is given for previously installed pack content

◆ If an Expansion Pack fails to download or install correctly due to a verified technical error on our end, contact returns@offgridai.io and we will resolve it with a re-delivery or replacement

If you are unsure whether an Expansion Pack is right for you, review the pack description and source list at offgridai.io before purchasing. We're happy to answer questions at info@offgridai.io before you buy.

Defective Product

If your Core Brain USB arrives non-functional, fails to initialize, has a corrupted knowledge library, or is physically damaged in transit, we will replace or refund it at no additional cost to you — return shipping is not required in these cases.

To report a defective unit:

◆ Email returns@offgridai.io within 30 days of delivery

◆ Include your order number and a brief description of the issue

◆ We may ask for a photo or short description to verify the defect before issuing a replacement

Coverage for defective product is limited to 30 days from delivery. Elastic Thoughts, LLC does not offer an extended warranty on Core Brain USB devices beyond this period. Issues reported after 30 days may be addressed at our sole discretion on a case-by-case basis but are not guaranteed to be eligible for replacement or refund.

Items That Cannot Be Returned

The following cannot be returned under any circumstances:

◆ Expansion Packs once installed

◆ Core Brain USB devices with broken factory shrink-wrap (unless defective — see above)

◆ Items returned outside the 30-day window

◆ Items not in original condition, missing packaging, or showing signs of use or damage after receipt

Returns That Don't Meet Requirements

If an item is returned but does not meet our condition requirements — for example, missing original packaging or a broken factory seal without a verified defect — you may choose:

◆ Store credit in lieu of a refund, at our discretion

◆ To have the item shipped back to you at your expense

Returns that do not meet full criteria are not automatically eligible for a full refund.

Return Process

1. Contact us for authorization

Email returns@offgridai.io with your order number, the item you'd like to return, and a brief reason. Do not send items back without authorization — unapproved returns may be rejected or returned to you at your expense.

2. Receive your RMA number

If your return is approved, you'll receive a Return Merchandise Authorization (RMA) number and return instructions.

3. Ship your return

Pack the item securely in its original packaging and include the RMA number clearly on the outside of the box.

For items valued over $75, we recommend using a trackable shipping service and/or shipping insurance. Off-Grid AI is not responsible for lost return packages.

Refund Timing

◆ After we receive and inspect your return, please allow up to 10 business days for processing

◆ Approved refunds are issued to the original payment method

◆ Processing times may vary depending on your payment provider's policies

Shipping & Return Shipping Costs

◆ Unless the item is defective or we shipped the wrong product, return shipping costs are the customer's responsibility

◆ Original outbound shipping charges are non-refundable except where required by law or where the return is due to an Off-Grid AI fulfillment error

Device Handling After Return

Returned Core Brain USB devices are not resold as-is. All returned devices are fully wiped, re-imaged, and re-provisioned with a new device binding before any subsequent sale, demonstration, or development use. This is required by the cryptographic device binding described in our Terms of Service and ensures no previously-issued license remains associated with the device.

Questions & Support

If you have questions about your order, a return, or your refund status, we're here to help.

Returns Email: returns@offgridai.io

General Support: info@offgridai.io

Website: offgridai.io

Mail: Elastic Thoughts, LLC, 101 Bilo Place #1030, Seneca, SC 29678

Last updated — October 2026 — Version 1.2

Off-Grid AI is operated by Elastic Thoughts, LLC.