Terms & Conditions

General Terms

By placing an order on this website, customers agree to provide accurate contact, shipping, and payment information. OUTRE may contact customers through official channels to verify order details, delivery information, and support requests.

Product availability, order acceptance, payment status, and delivery timing depend on current stock, campaign conditions, courier availability, and successful payment processing.

Cancellation and Refund Policy

1. Before Payment

   Customers may cancel an unpaid order before payment is completed, as long as the order is still eligible for cancellation in the OUTRE system. No cancellation fee applies before payment.

2. After Payment, Before Processing

   If payment has been completed but the order has not yet been processed, packed, or shipped, customers may request cancellation/refund assistance by contacting OUTRE admin via WhatsApp.

   Refund requests are not submitted through this website. OUTRE does not provide a customer refund form. OUTRE admin will manually review the request, check the order and payment channel, and confirm the next steps through WhatsApp.

   For customer-initiated cancellation or refund requests, including change of mind, duplicate order, wrong item/variant selection, or other customer-side reasons, OUTRE may deduct payment gateway, MDR, transfer, or administration fees when those costs are not returned to OUTRE by DOKU or the selected payment channel. OUTRE will confirm any possible deduction before processing an approved refund.

   For refunds caused by OUTRE's fault, including inability to fulfill an order, incorrect stock availability, wrong item fulfillment, or another issue caused by OUTRE, the customer is eligible for a full refund of the affected order amount according to the approved refund method and applicable payment-channel handling.

3. After Processing, Packed, or Shipped

   Orders that have already been processed, packed, handed to courier, shipped, or delivered cannot be cancelled as a normal cancellation request. Refunds after this stage follow OUTRE's return and inspection policy where applicable.

   Shipping fees are not refundable unless the refund is caused by OUTRE's fault or required by applicable law.

4. Pre-Order, Custom, and Made-to-Order Products

   Pre-order, custom, and made-to-order products may include deposits, production fees, or non-refundable components if clearly stated before checkout. Customers must review the product and checkout information before completing payment.

   If OUTRE cannot fulfill a pre-order, custom, or made-to-order item, OUTRE will offer a refund or another resolution according to the order condition and customer communication.

5. How to Request a Refund

   Customers can request refund assistance only by contacting OUTRE admin via WhatsApp. Please include the invoice number, order contact information, payment channel if known, and refund reason. OUTRE may request additional evidence such as photos/videos for damaged, wrong, or incomplete items.

6. Refund Method and Timing

   Approved refunds may be processed manually through DOKU Dashboard/support, the original payment provider, bank transfer, or another method confirmed by OUTRE.

   Refund timing depends on the payment provider, payment channel, bank, DOKU handling, manual review process, and any required return inspection. OUTRE will provide status updates through WhatsApp or other official communication channels.

7. Payment-Channel Handling

   Refund fees, deductions, and processing time may differ by payment channel. OUTRE will not promise an exact refund fee amount before admin verifies the payment channel through DOKU Dashboard/support or another approved merchant support process.

8. Fee Transparency

   OUTRE will not deduct refund fees silently. If payment gateway, MDR, transfer, or administration fee deductions may apply, admin will confirm the possible deduction to the customer before processing an approved refund.

9. Review and Approval

   Contacting admin does not guarantee refund approval. OUTRE will review order ownership, payment status, payment channel, processing status, shipping status, product type, request reason, supporting evidence, and the applicable policy before approving, rejecting, or offering another resolution.