Return & Refund Policy

Thank you for choosing Outexer. We’re committed to providing high-quality products and dependable after-sales support. If you encounter any issues with your order, we’re here to help through a clear and transparent return and support process.

Return Window

You may request an eligible return within 30 calendar days of delivery.

Returned items must be:

  • In new, unused condition
  • In the original packaging
  • Accompanied by photo or video proof

Note: Installed products cannot be returned.

5-Year After-Sales Support

Outexer provides 5 years of after-sales support from the date you receive your product.

Warranty periods and coverage vary by product and model. Please refer to the warranty terms applicable to your specific product for details regarding warranty duration and coverage.

During the 5-year after-sales support period, our team can assist with troubleshooting, technical guidance, and available solutions even if the applicable product warranty period has ended.

Return Scenarios & Policies

1. Shipping Damage

Please inspect your shipment carefully at the time of delivery and again after unpacking.

If the shipment has severe visible shipping damage at the time of delivery, do not sign for or accept the shipment.

Ask the carrier to document the damage on the delivery record or provide a damage report, take clear photos or videos of the shipment and packaging, and contact Outexer immediately.

If the shipment is accepted and shipping damage is discovered afterward, please contact Outexer within 24 hours of delivery.

Please provide:

  • Clear photos or videos showing the damaged area
  • Photos or videos of the relevant packaging
  • Your order information

Please keep the product and packaging available while the issue is being reviewed.

If small parts are missing or damaged in transit, Outexer will provide the applicable replacement parts free of charge after verification.

Carrier claim requirements and deadlines may vary. Some carriers may not accept shipping-damage claims submitted more than 7 days after delivery, so prompt inspection and reporting are important.

A refusal of delivery due to severe visible shipping damage that is properly documented with the carrier and reported to Outexer will be handled under the shipping-damage process and will not be treated as a personal-reason return.

2. Manufacturer Defects or Functional Issues

If your product has a manufacturer defect or develops a functional issue, please contact Outexer Support.

Please provide your order information together with photos, videos, or other information that may help us identify the issue.

Our support team will assist with troubleshooting and determine the appropriate solution according to the warranty terms and after-sales support applicable to your specific product.

Warranty periods and coverage may vary by product and model.

3. Non-Quality Related Returns (Personal Reasons)

We accept eligible returns for reasons including:

  • Change of mind
  • Ordered the wrong size or model
  • Insufficient installation space
  • No longer needed

The product must still meet the return conditions stated above.

For returns due to personal reasons:

  • A 20% restocking fee based on the order amount will be deducted
  • The actual outbound shipping cost incurred by Outexer will be deducted from the refund
  • You are responsible for the return shipping cost to our designated return address

Outexer may provide free shipping to the customer when an order is placed. However, Outexer still incurs actual transportation costs to deliver the product. For customer-initiated returns, these outbound shipping costs will be deducted from the refund.

Example:

Order total: $600
Return shipping: $100 (customer responsibility)
Deductions: $120 (20% restocking fee) + $180 (actual outbound shipping cost incurred by Outexer)
Refund issued: $300

This example is for illustration only. Actual outbound and return shipping costs vary depending on the product, destination, and carrier.

4. Custom-Made Products

Custom orders cannot be returned or canceled once production has started.

We confirm applicable specifications with you before shipment through photos or videos.

Exchanges

We do not offer direct exchanges.

If you need a different eligible product, please complete the applicable return process and place a new order.

How to Return

Step 1: Initiate Your Return Request

Reply to your order confirmation email or contact Outexer Support:

Email: support@outexer.com

Please include:

  • Your order number
  • Product name or SKU
  • Reason for the return
  • Whether you are requesting a refund or replacement

Do not send a product back before receiving return instructions from Outexer.

Step 2: Package the Product

Make sure the product is unused, undamaged, and in its original packaging.

Step 3: Ship the Return

Use a trackable and insured shipping method.

Please provide:

  • Return tracking number
  • Package photos
  • Shipping receipt

Refunds

  • Approved refunds will be issued within 10 business days after the returned product has been inspected
  • Refunds will be processed to your original payment method
  • Your bank, card issuer, or payment provider may require an additional 7–10 business days to complete the transaction

Note: Used or customer-damaged products may not qualify for a standard return or refund.

Shipping damage and manufacturer defects are handled separately under the applicable sections above.

Order Cancellation

Standard Products

Within 24 hours of placing the order and before shipment

The order may be canceled free of charge.

More than 24 hours after placing the order, but before shipment

A 10% processing fee will apply.

Once the order has shipped

The order cannot be canceled.

If you refuse delivery or request that the product be returned after shipment for reasons unrelated to verified shipping damage or a product issue, the order will be handled as a non-quality related return due to personal reasons.

In this situation:

  • A 20% restocking fee will apply
  • The actual outbound shipping cost incurred by Outexer will be deducted from the refund
  • You are responsible for any applicable return shipping costs

A refusal of delivery due to severe visible shipping damage that is properly documented with the carrier and reported to Outexer is handled under the Shipping Damage process above and is not treated as a personal-reason cancellation or return.

Custom Products

Custom products cannot be canceled once production has begun.

Contact Us

Outexer Customer Support

Email: support@outexer.com
Support: 24/7 Online Support

By placing an order on outexer.com, you acknowledge and agree to the terms of this Return & Refund Policy.