Terms & Conditions

General Terms

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

A bag's 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

   You may cancel an unpaid order before completing payment, provided the order remains eligible for cancellation in the OUTRE system. No cancellation fee applies before payment.

2. After Payment, Before Processing

   If payment is complete but your order has not yet been processed, packed, or shipped, you may request cancellation or refund assistance by contacting OUTRE BAG Customer Care via WhatsApp.

   Refund requests cannot be submitted through this website, and OUTRE does not provide a customer refund form. Our customer care team will manually review your request, check the order and payment channel, and confirm the next steps through WhatsApp.

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

   If a refund results from OUTRE's fault, including inability to fulfil an order, incorrect stock availability, fulfilment of the wrong item, or another issue caused by OUTRE, you are eligible for a full refund of the affected order amount according to the approved refund method and applicable payment-channel handling.

3. After Processing, Packing, or Shipping

   An order that has already been processed, packed, handed to a courier, shipped, or delivered cannot be cancelled as a normal cancellation request. Any refund after this stage follows OUTRE's return and inspection policy where applicable.

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

4. Pre-Order Bags

   A pre-order bag follows the availability and timing disclosed on its product page and at checkout. Review those details before completing payment.

   If OUTRE cannot fulfil a pre-order bag, OUTRE will offer a refund or another appropriate resolution.

5. How to Request Refund Assistance

   You may request refund assistance only by contacting OUTRE BAG Customer Care via WhatsApp. Include your invoice number, the order contact information, payment channel if known, and reason for the refund. OUTRE may request further evidence, such as photos or video, for a damaged, wrong, or incomplete item.

6. Refund Method and Timing

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

   Timing depends on the payment provider, payment channel, bank, DOKU handling, manual review, and any required return inspection. OUTRE will share status updates through WhatsApp or another official communication channel.

7. Payment-Channel Handling

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

8. Fee Transparency

   OUTRE will not make an undisclosed refund-fee deduction. If a payment gateway, MDR, transfer, or administration fee may be deducted, our team will confirm the possible deduction with you before processing an approved refund.

9. Review and Approval

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