Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your must meet the terms below. The item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at support@outbak.store.

You can cancel your order or request to change your shipping address within three hours of ordering. Within that window, we will provide a full refund or update your address without any questions. Outside that window, your order will be officially confirmed and readied for shipping.

Unless agreed, we cannot issue a refund while an order is in transit. An order must be delivered before any further steps can be taken, as we have already processed the order and paid for shipping. This does not apply if a parcel has been confirmed as lost by the courier.

Customers must ensure they enter the correct shipping address when purchasing. We cannot process refunds for customers who enter incorrect shipping details or who order accidentally. We do not accept liability for orders delivered to the wrong address if the customer enters an incorrect shipping address.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
We gladly accept returns on damaged unused BBQ equipment in original packaging within 30 days of purchase. However, we cannot accept returns or offer refunds on products that have been used or exposed to heat, as this constitutes wear and use.

Customers must provide a legitimate reason for a return/refund. Due to our shipping arrangements, we cannot provide a refund simply because a customer no longer wants a product. There must be something wrong with the product itself. For example, the product is damaged. OUTBAK is not obligated to provide a full refund within the 30-day period for products that customers find not up to their personal standards, products that were purchased accidentally, or products that were purchased as duplicates. This includes orders that were delivered outside of our estimated shipping times due to a delay on the courier's behalf. We encourage customers to research products carefully before purchasing, as we cannot issue refunds to customers based on personal preference.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Returns
Returns must be done at your own cost. Please email our support team, and they will provide instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted and you will not be eligible for a refund.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at go.outbak@gmail.com.