Refund policy

Return & Exchange

The return & exchange service is currently available to US orders only. To be eligible for a return, you’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@outisan.com

Within 14 calendar days of receiving the product, you are eligible for full reimbursement or one-time free exchange with an applicable transaction fee and shipping cost, if the product is damaged in any way.

Within 30 calendar days of receiving the product, you are eligible for a full reimbursement only if the merchandise is in good condition (unworn or unused, with tags, and in its original packaging) for resale, with an applicable transaction fee and shipping cost.

Within 365 calendar days of receiving the product, you will be qualified for a one-year warranty but no longer be eligible to return/exchange. We will send you replacement parts, provide one-to-one online repair guidance and try our best to fix the problem. Please contact us at support@outisan.com if you experienced product damage. We strongly encourage you to try the product for at least two weeks after the purchase to ensure it fits your needs.

The warranty does not apply to:
  • Non-quality related issues;
  • Items purchased from unauthorized resellers;
  • Purchases without valid proof of purchase;
  • Items that have been refunded;
  • Items that have expired their warranty period;
  • Any defects or damages caused by misuse of products, unauthorized modification, disassembly, or operations that are not in accordance with the official instructions or manuals.

Products must be shipped in appropriate shipping boxes. Products returned solely in the product packaging or in improper shipping boxes may not be accepted. Please also note that the delivery address for exchanges cannot be modified. The exchange will always be sent to the same address as the original order.

Outisan accepts returns of products shipped within the continental United States only. Outisan does not accept returns for items shipped from other international addresses.

The shipping address for return or exchange will be provided in the refund/exchange process.

You can always contact us for any return questions at support@outisan.com.

Please note that while we have a general return policy above, certain products have unique return and refund policies. Kindly refer to the user manual for these products to understand the specific procedures and conditions.


Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods and custom products. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Refunds

We will notify you once we’ve received your return. Within 2 business days, we will inspect the product condition and let you know if the refund was approved or not depending on product condition. If approved, we will send out a confirmation email and you’ll be automatically refunded on your original payment method within 10 business days. Please allow some time for your bank or credit card company to process the refund. Yet, if the product is not in good condition for resale, we will contact you personally and deal with it case by case.

 

Last updated: June 25, 2024