Refund policy
By placing an order with OUTBAK, you agree to the terms outlined in this policy.
We offer a 30-day return policy, which means you have 30 days from the date you receive your item to request a return.
To be eligible for a return, your item must be unused, in the same condition you received it, and in its original packaging. You must also meet the terms outlined below.
Return & Refund Terms
Valid Reasons for Return: Returns or refunds are only accepted if there is a legitimate issue with the product — such as damage or a manufacturing defect. We do not offer refunds for change-of-mind purchases.
Orders in Transit: Refunds cannot be issued while an order is in transit unless the parcel has been confirmed lost by the courier. Once the item is delivered, we can proceed with the next steps.
Accidental or Duplicate Purchases: We are not obligated to provide refunds for accidental or duplicate purchases.
Incorrect Shipping Address: Please double-check your shipping information at checkout. We cannot process refunds for orders placed with incorrect shipping details or sent to the wrong address due to customer error.
Product Preference: We encourage customers to review product descriptions carefully before purchasing. Refunds cannot be issued for reasons related to personal taste or preference.
Delivered Packages: Once tracking confirms that an order has been delivered to the shipping address provided at checkout, the order will be considered successfully delivered.
OUTBAK cannot accept responsibility for packages that are lost, stolen, misplaced or otherwise unavailable after the courier has confirmed delivery. If you are unable to locate a delivered package, please check around the property, with other household members or neighbours, and contact the courier directly using your tracking information.
Please Note: Our deliveries do not require a signature, and couriers are not required to provide photographic proof of delivery (POD). However, many of our courier partners do provide a delivery photo where available, which can usually be viewed through the tracking page.
Express Shipping: The term “Express Shipping” refers to next business day dispatch, as displayed at checkout. It does not guarantee a fixed or expedited delivery timeframe once your order is in transit.
As orders are shipped internationally, we do not provide estimated delivery dates at checkout. Delivery times vary depending on destination, courier networks, customs and other factors outside our control.
If an order with Express Shipping experiences a significant delay, we may, at our discretion, refund the Express Shipping fee on a case-by-case basis. Any such refund is provided as a goodwill gesture and does not constitute an admission of fault.
Returns Process
Return shipping costs are the responsibility of the customer.
To start a return, email our customer service team at support@outbak.store. They will provide return instructions and the return address. Please do not send items back without contacting us first — unsolicited returns will not be accepted.
OUTBAK offers free shipping on all orders. However, we do not provide return shipping labels.
Cancelling or Modifying Your Order
You may cancel or amend your order, or request a change to your shipping address within 3 hours of placing it. Within this window, we can cancel your order or update your address with no questions asked.
After this time, your order will be processed and readied for shipping, and changes may no longer be possible. This is simply to ensure that your order is processed and shipped as quickly as possible.
Damaged or Incorrect Items
Please inspect your order upon arrival. If your item is damaged, defective, or incorrect, contact us immediately so we can resolve the issue promptly.
Marketing and Promotional Material
Our marketing may include real product photography, mockups, lifestyle imagery and graphic design elements. These materials are for illustrative purposes only. Colours, proportions, packaging and other visual details may vary slightly from the actual product.
Refunds
Once your return is approved, we’ll issue a refund to your original payment method within 10 business days. Please note it may take additional time for your bank or credit card provider to process and post the refund.
If more than 15 business days have passed since we issued your refund, please contact us at support@outbak.store.