Customer care
Returns & Exchanges
Clear guidance for return or exchange requests and the information needed for OUTREXUS to review an item.
Before requesting a return
Contact OUTREXUS before sending an item back. Sharing the details below helps us review the request and confirm the next steps.
Identify the item
Include the Item ID or SKU and your order or reference information, where applicable.
Explain the request
Tell us why you are requesting a return or exchange and the delivery date, where applicable.
Show the condition
If condition or damage is relevant, include clear photos of the item and the issue.
How requests are reviewed
Return or exchange requests are reviewed based on the item, its condition, order details and the circumstances of the request.
Item condition
Keep an item submitted for return review in the condition in which it was received, with included packaging and accessories where applicable.
Eligibility and exceptions
Some items or circumstances may not be eligible for return or exchange. Eligibility will be confirmed before any return is sent.
Shipping, refunds & exchanges
Instructions and any available resolution are confirmed during review of the specific request.
Return shipping
Return shipping instructions, destination and responsibility for shipping costs will be confirmed during the return review.
Refunds
If a return is approved, refund or resolution details will be confirmed based on the original order and the approved return outcome.
Exchanges
Where an exchange is available, replacement availability will be confirmed before the original item is returned.
Damaged or incorrect item?
If an item arrives damaged or appears different from the confirmed order, contact OUTREXUS promptly with the Item ID and clear photos so the issue can be reviewed.
Start a request
How to get in touch
Include the Item ID or SKU, your order or reference information where applicable, and a short description of the request.