Refund policy

OUTIN SA – Returns, Refunds & Warranty Policy

By placing an order on the OUTIN SA website, you agree to the terms below. These policies apply within South Africa.

1. Shipping Protection

If shipping protection is not selected at checkout, OUTIN SA will not be held liable for any loss, theft, or damageduring transit.

2. Returns & Refunds (New Products)

We understand that you may change your mind after making a purchase.

Returns for Refunds

  • Returns must be requested within 7 working days of receiving your order.
  • Products must be:
    • Unused, undamaged, and in new condition
    • Returned in original packaging, including all accessories, tags, and labels
  • All returned items will be inspected before approval.

Customer Responsibilities:

  • Return shipping to the OUTIN SA warehouse is at the customer’s expense
  • Include proof of purchase

Fees & Processing:

  • A R200 shipping fee will be deducted from the refund for the initial shipping
  • Refunds are processed within 7–10 working days via Payfast

📧 To initiate a return: hello@outinza.co.za
(Include order number, proof of purchase, and reason for return)

3. Exchanges

If you wish to exchange your product:

  • Requests must be made within 7 working  days of delivery
  • Product must be unused and in original packaging

Fees & Conditions:

  • A 15% handling fee applies
  • Customer is responsible for returning the product & collecting of the product .

Returns can be 

  • Couriered or Dropped  (Weekdays 11:00–15:00, excluding public holidays)

📧 Email your order number to: hello@outinza.co.za

4. Defective Products (Within 30 Days)

If your product becomes faulty within 30 days of purchase:

  • OUTIN SA will arrange collection and replacement at no cost

Requirements:

  • Email clear photos/videos showing the fault
  • Include order details

📧 Email: hello@outinza.co.za

If no fault is found:

  • Customer will be responsible for the sending back of the pr


5. Warranty Returns (After 30 Days)

  • Customer is responsible for sending the product to OUTIN SA
  • Customer is responsible for return courier fees after repair/replacement

Important:

  • Replacement items carry the remaining balance of the original 12-month warranty
  • Warranty does not reset upon replacement

Retail Purchases:

  • If purchased from an authorised reseller, the customer must first contact the retailer
  • OUTIN SA may assist, but courier costs remain the customer’s responsibility

⚠️ Original packaging is required for all warranty claims. Claims without packaging may be declined.

6. Order Cancellations

  • Orders may be cancelled before dispatch for a full refund

If already shipped:

  • The order must be returned after delivery
  • A R400 courier fee (delivery + return) will be deducted from the refund

7. Warranty (12 Months)

Warranty is valid for 12 months from date of purchase.

Warranty Exclusions

The warranty does not cover:

  • Use of anything other than clean water (H₂O)
  • Use of:
    • Powders
    • Milk
    • Any other substances
  • Damage caused by non-water liquids
  • Physical damage (drops, misuse, negligence)

⚠️ Use of anything other than water will void the warranty.

💡 For best performance, use spring or filtered water only.

8. Discount Codes & Promotions

  • Discount codes do not apply to items already on promotion
  • First-time signup vouchers exclude sale items
  • Discount vouchers:
    • Cannot be exchanged for cash or refunds.


“This policy is subject to the Consumer Protection Act (CPA) of South Africa where applicable.”

 

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