Return and Refund Policy

1. Scope and Intent

This Return and Refund Policy applies to all purchases made through the Outland Utility website located at outlandutility.com (“Website”).

2. Contact Information

For questions regarding returns or refunds, please contact our Customer Service team:

Email: support@outlandutility.com
Phone: 866-530-1024
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM (EST)
Address:
Outland Utility
8 The Green #23355
Dover, DE 19901
United States

3. Return Eligibility

Customers in the United States may request a return within 14 days of receiving their order, without providing a reason, subject to the conditions outlined below.

3.1 Conditions for Return

To be eligible for a return:

• Unused and Undamaged: Items must be unused, undamaged, and in the same condition as received.

• Original Packaging: Items must be returned in original packaging with all labels and tags attached.

• Proof of Purchase: A receipt or valid proof of purchase is required.

4. Return Process

4.1 Initiating a Return

To initiate a return:

• Contact Customer Service at support@outlandutility.com or call 866-530-1024 within 14 days of receiving your order.

• Provide your order number and reason for the return.

Return Authorization:
If approved, we will provide return instructions and, if applicable, a Return Merchandise Authorization (RMA) number along with a prepaid return shipping label.

4.2 Preparing Your Return

• Package the Item Safely: Use the original packaging and include all accessories, manuals, and free gifts.

• Include Documentation: Include any provided return authorization documents.

• Attach Shipping Label: Print and affix the prepaid return shipping label provided via email.

4.3 Shipping the Return

• Shipping Method: Returns must be shipped using a trackable courier service.

• Return Window: Items must be shipped within 7 days of receiving return authorization.

5. Return Shipping Costs

Return shipping is covered by Outland Utility when using the prepaid return label we provide.

6. Specific Return and Refund Conditions

6.1 Returns Due to Change of Mind

• Eligibility: Return request must be made within 14 days of receipt. Items must meet all return condition requirements.

• Refund: Approved refunds are issued to the original payment method minus a 25% restocking fee.

6.2 Defective or Damaged Goods

• Notification: Contact us within 48 hours of receiving the item.

• Documentation: Photos or videos of the defect or damage may be required.

• Resolution: We will offer a replacement or a full refund, including return shipping costs.

6.3 Incorrect Product Received

• Notification: Contact us immediately upon receipt.

• Resolution: We will arrange return shipping at our expense and send the correct product or issue a full refund.

6.4 Product Never Arrived

• Notification: Contact us if your order does not arrive within the estimated delivery timeframe.

• Resolution: We will investigate with the carrier. If the package is confirmed lost, we will issue a full refund or send a replacement.

6.5 Order Cancellation

• Before Shipment: Orders canceled prior to shipment are eligible for a full refund.

• After Shipment: Orders already shipped must follow the return process after delivery.

7. Exceptions to the Return Policy

The following items are non-returnable and non-refundable:

• Custom or personalized products

• Perishable goods (e.g., food, flowers, newspapers, magazines)

• Intimate or sanitary items (unless unopened and unused)

• Gift cards

• Downloadable or digital software products

8. Refunds

8.1 Refund Conditions

• Refunds are issued only after returned items are received and inspected.

• Customers will be notified by email of refund approval or rejection.

• Items must meet all eligibility criteria outlined in Section 3.

8.2 Refund Processing

• Method: Refunds are processed to the original payment method.

• Time Frame: Please allow up to 14 business days for the refund to appear, depending on your payment provider.

8.3 Partial Refunds

Partial refunds may be issued for:

• Items returned damaged or incomplete not due to our error

• Returns shipped outside the allowed return window

9. Exchanges

• Eligibility: Exchanges are available for defective, damaged, or incorrect items only.

• Process: Contact us at support@outlandutility.com to request an exchange.

• Shipping Costs: Exchange shipping costs are covered by Outland Utility.

10. Timelines

• Return Request Window: 14 days from delivery

• Return Shipping Deadline: 7 days from authorization

• Return Processing: Within 14 days of receiving the returned item

• Refund Posting: Up to 14 business days after approval

11. Legal Rights

This policy does not affect any statutory rights you may have under applicable law.

12. Questions and Support

For additional assistance:

Email: support@outlandutility.com
Phone: 866-530-1024
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM (EST)

Outland Utility
8 The Green #23355
Dover, DE 19901
United States

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