By placing an order through the OUTIN website, you agree to the terms below. We have set these policies to ensure that you are fully aware of our refund and return methods and procedures. These policies are applicable to the country of origin of South Africa.

SHIPPING Protection –

Please note that if you choose not to accept the shipping protection, OUTIN SA cannot be held liable for any damage, theft, or loss during the shipping process.

RETURNS –

At OUTIN, we value customer satisfaction and strive to provide a hassle-free returns and exchange process. To ensure a smooth experience for all our customers, we have outlined the eligibility criteria for returns and exchanges. Please carefully review the following guidelines before proceeding with a purchase, return, or exchange:

1.1. Returns for Refunds, Exchanges, Warranty. Customers who wish to return an order and request a refund can do so within 14 days of receipt of their product.

To qualify for a refund, the product must meet specific conditions:

1. a) The product must be new, unused, undamaged, and in its original packaging.
2. b) All tags, labels, and accessories received with the product must be intact and included in the return.
3. c) The customer will be liable for the return shipping costs to OUTIN & the initial shipping of the item.
4. Please email us within the above 14 days period notifying us that you wish to return the product for a refund to [email protected]
5. We will then email you back with instructions.
6. If OUTIN collects the order, there will be a R150 charge to cover the initial shipping and R150 for the collection of the order.
7. The customer can also return the order directly to OUTIN’s warehouse.
8. Refunds take up to 72 hours excluding weekends & public holidays.

1.2. Returns for Exchanges – Customers who wish to exchange an order can do so within 30 days after receiving the goods. We understand that preferences may change, and sometimes a different color or variant is desired. Therefore, we offer this window of 30 days for customers to initiate an exchange request.

1.2.1. The customer will be liable for the return shipping costs to OUTIN & the cost to ship the exchange back to the customer, or the customer can bring the item back to the OUTIN warehouse for the exchange.

1.2.2 Please email us notifying that you wish to exchange the order to [email protected] & please include your order number.

1.2.3 Once we receive your email, we will email you back with instructions.

 

1.3. Returns due to Damages, Defects, or Wrong Order Upon Receipt – Upon receipt of your order, please inspect the item(s) and contact us immediately via email at [email protected] if you find any defects within 14 days of your order being delivered by the courier, or if you received the wrong item. We will also require a few pictures showing the defect or incorrect order. We will promptly assess the issue and take appropriate steps to rectify the situation within 72 hours, excluding public holidays & weekends. If the item is faulty or you received the incorrect order, OUTIN will collect the order & send a replacement order at OUTIN’s cost if courier service is preferred by the customer. If the item is found to be ‘NOT FAULTY’ after our assessment (up to 72 hours), the customer will be charged for the courier costs for both collection & delivery. The customer also has the option to bring the item back to the OUTIN warehouse.

Please note that damages by courier service will only be covered if the insurance option upon checkout has been selected.

1.3.1. Shipping Costs After 14 Days

1.3.2. If the product becomes faulty after the 14-day period, then the customer must send the item back to OUTIN at their own cost. Once received, the warranty process will start. If the unit is exchanged, the customer will be liable for the courier collection cost. Please email us with your order number to [email protected]. The customer also has the option to collect the order at the OUTIN warehouse.

1.3.3 Please note that if the unit meets our requirements upon receipt and is exchanged, the replacement unit will carry the balance remaining of the initial 12-month warranty from the date of first purchase. Please refer to point 1.1.

1.3.4 Please keep the box for warranty purposes during the 12-month period. The EAN number is printed near the barcode showing when the unit was produced. When claiming the warranty, we need this information for the factory. Without packaging, we will not be able to assist with the warranty.

 

1.4. Returns for Order Cancellations – If your product is still being processed, you are eligible to cancel your order and receive a refund. If your order has already been fulfilled and you have received a tracking number from the courier, you must wait until the package arrives to initiate the return process. The courier fee for collecting the unit and for the initial order shipping will be deducted from the final amount to be refunded. Shipping fees for collection & delivery will carry a cost of R300.00.

For any return, exchange, or general inquiries, please don’t hesitate to contact us at [email protected]. Our team is here to assist you and ensure a smooth and satisfactory shopping experience at OUTIN.

WARRANTY –

The warranty on the machine is valid for 12 months. This warranty excludes coverage for the following:

1. Use of Unauthorized Liquids: No powders or granules of any sort can be added to the machine, only water (H₂O) is permitted. Anything else will void the warranty.
2. Liquid Damage: Damage caused by any liquids other than pure water (no milk, powders, granules, or anything mixed inside the water).
3. Physical Damage: Any physical damage to the machine caused by mishandling, including drops, or exposure to unauthorized liquids.

For optimal performance, we recommend using spring or filtered water. Any use of other liquids will result in damage to the machine and void the warranty.