Outliear Refund Policy: Transparent Returns for Your Peace of Mind

At Outliear, we want you to love your high-performance clothing for the wild and city as much as we do. If for any reason a product doesn’t meet your expectations, our refund policy is designed to be straightforward, fair, and hassle-free—so you can shop with confidence. Below is everything you need to know about requesting a refund, eligibility requirements, and the refund process.

1. Eligibility for Refunds

To qualify for a refund, items must meet the following criteria. Please note that eligibility varies slightly based on the reason for the refund (e.g., personal preference vs. product defect):

1.1 General Eligibility (Personal Preference, Sizing Issues, Etc.)

  • Timeframe: Refunds must be requested within 30 days of delivery (we use the delivery date listed in your order tracking information to confirm this).
  • Item Condition: Products must be unused, unwashed, and in their original condition—this means no stains, tears, odors, or alterations (e.g., cut tags, modified seams). All original packaging (e.g., garment bags, product tags, care labels) must be intact and included with the return.
  • Exceptions: Final sale items (marked “Final Sale” on the product page) are not eligible for refunds—this includes clearance items, limited-edition collabs, and items purchased during flash sales. Gift cards are also non-refundable.

1.2 Eligibility for Defective or Damaged Products

If you receive a product with a manufacturing defect (e.g., faulty stitching, broken zippers, fabric flaws) or damage caused during shipping, we offer refunds with extended flexibility:

  • Timeframe: You can request a refund for defective/damaged items within 60 days of delivery (we extend the window to give you time to test performance, e.g., using a jacket in rain or a hiking pant on trails).
  • Item Condition: Even if you’ve used the product (to identify the defect), we’ll still honor the refund—just be sure to include photos of the issue (see Section 3.2) to help us verify.
  • Shipping Damage: If your package arrives damaged (e.g., torn box, crushed items), contact us within 48 hours of delivery—we may require photos of the packaging and damaged product to file a claim with our shipping carrier.

2. Items Not Eligible for Refunds

The following items cannot be refunded under any circumstances, unless the issue is a confirmed manufacturing defect:

  • Final sale items (as noted in Section 1.1).
  • Items that show signs of “normal wear and tear” (e.g., faded fabric from repeated washing, minor scuffs on zippers after months of use)—this is expected with performance clothing used in the wild or city.
  • Items returned without a valid order number or proof of purchase (e.g., a receipt, order confirmation email).
  • Custom or personalized items (e.g., monogrammed jackets) unless the customization is incorrect or the product is defective.

3. How to Request a Refund

Requesting a refund with Outliear takes just a few steps. We recommend having your order number handy (found in your order confirmation email or account dashboard) to speed up the process:

3.1 Step 1: Submit a Refund Request

Contact our customer service team via email at [email protected] with the following information:

  • Your full name and order number.
  • The name and SKU of the item(s) you want to refund.
  • A clear reason for the refund (e.g., “too small,” “zipper is broken,” “arrived damaged”).
  • For defective/damaged items: Attach 2-3 clear photos showing the issue (e.g., a close-up of a broken seam, a photo of the damaged packaging).

We aim to respond to refund requests within 24 business hours (Monday-Friday, 9 AM-5 PM ET). If approved, we’ll send you a confirmation email with a pre-paid return label (for domestic orders) or a return address (for international orders).

3.2 Step 2: Prepare and Ship the Return

  • Domestic Orders: Use the pre-paid return label we provide—simply print it, attach it to your package, and drop it off at the designated carrier location (e.g., USPS, UPS). We cover all return shipping costs for eligible refunds.
  • International Orders: We do not provide pre-paid labels for international returns (due to carrier restrictions). You’ll need to ship the item back to the address we provide in your approval email, and you’ll be responsible for return shipping costs. We recommend using a trackable shipping method—we cannot process refunds for items that are lost in transit.

3.3 Step 3: We Inspect and Process Your Refund

Once we receive your return at our warehouse (typically 3-5 business days for domestic shipments, 7-14 days for international), our team will inspect the item to confirm eligibility.

  • If approved: We’ll process your refund within 2-3 business days of inspection. You’ll receive an email notification once the refund is sent.
  • If denied: We’ll email you with a detailed reason (e.g., “item was washed,” “tags were removed”) and offer to ship the item back to you (you’ll need to cover return shipping costs for denied refunds).

4. Refunds for Gift Purchases

If you received an Outliear item as a gift and want to request a refund, follow these steps:

  1. Ask the gift giver for the order number (they can find it in their order confirmation email).
  2. Contact us at [email protected] with the order number, your name, and the reason for the refund.
  3. Once approved, we’ll issue the refund to the original gift purchaser (not to you)—this aligns with our policy to refund the payment method used. If the gift giver prefers, we can also issue store credit to you instead (just let us know in your request).

5. Canceled Orders and Pre-Orders

5.1 Canceled Orders (Before Shipping)

If you need to cancel an order before it ships:

  • Contact us at [email protected] within 24 hours of placing the order (we process orders quickly, so timing is critical).
  • If canceled successfully, we’ll issue a full refund within 1-2 business days—no restocking fees apply.
  • If the order has already shipped, you’ll need to follow the standard refund process (Section 3) once you receive the item.

5.2 Pre-Orders

For pre-ordered items (marked “Pre-Order” on the product page):

  • You can cancel a pre-order and receive a full refund at any time before the item ships (we’ll email you when the pre-order is ready to ship, so you’ll have a final chance to cancel).
  • If you cancel a pre-order after it ships, the standard 30-day refund policy applies.

6. Questions or Issues?

If you have questions about refund eligibility, need help submitting a request, or haven’t received your refund within the expected timeframe, contact our customer service team at [email protected]. We’re here to resolve any issues quickly and ensure you’re satisfied with the outcome.

At Outliear, we stand behind the quality of our products—and our refund policy is a reflection of that commitment. Thank you for choosing us for your wild and city adventures.