Refund policy

At Out Market, we want you to be satisfied with your purchase. This policy explains when products may be returned and when refunds or replacements may be available.

Nothing in this policy limits or excludes any rights you may have under applicable South African consumer protection legislation.

1. Unwanted Products

Because some of our products may be consumable, opened products may not be eligible for return where applicable for health, hygiene or safety reasons.

If you change your mind about an unopened product, please contact us as soon as possible after receiving your order.

The product should generally be:

unopened;
unused;
in its original packaging;
in a resalable condition; and
accompanied by proof of purchase.

Any return remains subject to applicable consumer law.

2. Incorrect Product

If you receive a product that is different from what you ordered, please contact us as soon as possible.

Please provide:

your order number;
photographs of the product received; and
a description of the issue.

If the incorrect product was sent by us, we will work with you to arrange an appropriate replacement or refund.

3. Damaged Products

If your product arrives damaged, please contact us as soon as reasonably possible.

Please send photographs showing the damage and the packaging in which the product arrived.

We may need to investigate the issue with our courier or fulfilment provider.

Where the product is defective or damaged in circumstances covered by applicable consumer law, we will provide the appropriate remedy required by law.

4. Defective Products

If you believe that a product is defective, does not meet the required quality standards, or is otherwise not reasonably suitable for its intended purpose, please contact us.

South African consumer law provides consumers with rights concerning defective or poor-quality goods, including statutory remedies in applicable circumstances.

We may request photographs, videos, batch information or other reasonable information to help us assess the issue.

5. Products That Have Been Opened or Used

For health, hygiene and safety reasons, we generally cannot accept the return of products that have been opened or used merely because the customer has changed their mind.

This does not affect any statutory rights you may have if the product is defective, unsafe, incorrectly supplied or otherwise subject to a remedy under applicable law.

6. Refunds

Once a return or refund request has been assessed and approved, we will process the applicable refund using the original payment method where reasonably possible.

The time it takes for the funds to appear in your account may depend on your bank or payment provider.

7. Exchanges

Where appropriate and where stock is available, we may offer a replacement product instead of a refund.

Where the law gives you a choice of remedy, we will respect the rights applicable to your circumstances.

8. Return Shipping

Where a return is required because Out Market supplied the wrong product, or where a return is required because of a defect or other circumstance for which Out Market is responsible, we will provide appropriate instructions regarding the return.

For voluntary returns where the customer simply changes their mind, any applicable return delivery costs may be the customer's responsibility, subject to applicable law.