Refund policy

At OuterForm, we take pride in the quality of our outerwear and footwear. If you are not completely satisfied with your purchase, we’re here to help.

This Returns & Refunds Policy explains how returns, exchanges, and refunds are handled.

By purchasing from OuterForm, you agree to the terms outlined below.

1. Returns Eligibility

To qualify for a return, items must meet the following conditions:

  • Returned within 7 days of receiving your order

  • Unused, unworn, and in original condition

  • In original packaging with all tags attached

  • Free from damage, stains, or signs of wear

We reserve the right to رفض returns that do not meet these requirements.

2. Non-Returnable Items

For hygiene, safety, and quality reasons, the following items may not be eligible for return:

  • Items that have been worn or used outdoors

  • Products without original packaging or tags

  • Clearance or final sale items (if marked as such)

  • Items damaged due to misuse or negligence

3. How to Request a Return

To initiate a return, please follow these steps:

  1. Contact our support team at [Insert Email Address]

  2. Include your order number and reason for return

  3. Attach clear images of the item (if damaged or incorrect)

  4. Wait for return approval instructions

Once approved, you will receive return shipping details.

4. Return Shipping Costs

  • Customers are responsible for return shipping costs unless the item is faulty or incorrect

  • We recommend using a trackable courier service, as we are not responsible for lost return parcels

  • If the return is due to our error (wrong or defective item), we will cover return shipping costs

5. Refund Process

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds will be processed within 5–10 business days

  • Refunds will be issued to the original payment method

  • Processing times may vary depending on your bank or payment provider

6. Exchanges

We offer exchanges subject to stock availability.

If you would like to exchange an item:

  • Follow the return process above

  • Indicate the replacement item you would like

  • If the requested item is unavailable, a refund or alternative option will be offered

7. Damaged, Defective, or Incorrect Items

If you receive an item that is:

  • Damaged

  • Defective

  • Incorrect

Please contact us within 48 hours of delivery.

We may request:

  • Photos of the item

  • Packaging

  • Order details

Once verified, we will offer either:

  • A replacement

  • A full refund

  • Or store credit (if preferred)

8. Late or Missing Refunds

If you have not received your refund after the stated processing period:

  1. Check your bank account again

  2. Contact your payment provider

  3. Then contact us for assistance

There is often a processing delay between banks.

9. Order Cancellations

Orders can only be cancelled within 12 hours of placement, provided they have not been processed or shipped.

Once shipped, orders cannot be cancelled and must follow the return process.

10. Sale Items

Items purchased during promotions or sales:

  • May be eligible for exchange only

  • May be non-refundable if marked as final sale

  • Will be clearly indicated during checkout if restrictions apply

11. Contact Us

If you have any questions about returns or refunds, please contact us:

OuterForm Support Team
Email: returns@outerform.co.za

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