At Outisan, we want you to shop with confidence. If you need to cancel an order, request a return, or report an issue with your purchase, our customer support team is here to help.

This policy applies exclusively to purchases made directly through outisan.com. Purchases made through third-party platforms, retailers, or distributors are subject to the respective seller's return and refund policies.

1. Order Modification & Cancellation

Need to cancel or modify your order? Please contact us at support@outisan.com as soon as possible.

We will do our best to accommodate your request before your order is processed for shipment. However, once an order has been fulfilled or shipped, cancellation or modification may no longer be possible.

If your order has already shipped, please wait until delivery and contact our support team to discuss the available return options.Please do not refuse delivery or return any items without prior authorization. Unauthorized returns or refused shipments may result in additional shipping and handling costs.

2. Return Eligibility

Outisan offers a 30-day return window for eligible products purchased directly from our official online store. Return conditions vary depending on the product.

Products Eligible for the 30-Day Trial：
e-Wagon Lite and e-Wagon Air are covered by our 30-Day Trial Program, allowing customers to try the products under specified conditions.
For eligibility, return requirements, and refund details, please refer to our 30-Day Trial Policy.

Products Not Eligible for the 30-Day Trial
Other e-Wagon models and accessories are subject to our standard return policy. To qualify for a return within 14 days of delivery:
- Products must be unused and in their original condition.
- All original packaging, accessories, and components must be included.
- Proof of purchase and prior return authorization are required.
Products showing signs of use, damage, or missing components may not be eligible for return.

3. Return Shipping & Fees

Return shipping costs depend on the reason for the return.

- Change of Mind: For standard returns unrelated to product defects or fulfillment errors, customers may be responsible for return shipping costs and applicable transaction or handling fees.

- Damaged, Defective, or Incorrect Items: If you receive a defective product, an incorrect item, or a product damaged during delivery, please contact our support team for assistance.For verified product defects or fulfillment 

-30-Day Trial Returns：Eligible returns under the 30-Day Trial Program follow the shipping fee provisions specified in the 30-Day Trial Policy

Any applicable charges will be communicated before your return is processed.

4. How to Request a Return

To initiate a return, please email support@outisan.com with the following information:

-Your order number

-The product you wish to return

-The reason for your return

-Relevant photos or videos, if applicable

Our customer support team will review your request and provide further instructions.

If your return is approved, we will provide the return address and applicable shipping instructions.

Please do not send any products back without receiving return authorization. Unauthorized returns may be refused or delayed.