Refund policy

Returns & Refund Policy

At Outcos, we want every purchase to feel right. If something isn't working for you, here's how we handle returns and refunds.

1. Contact Information

Store Name: Outcos

Operated by: Stradiz Ltd

Registered Office:
Office 1284
85 Dunstall Hill
Wolverhampton
WV6 0SR
United Kingdom

Email: support@outcos.com

Phone: +44 0000 000000

Customer Service Hours:
Monday–Friday 9:00 AM–5:00 PM (GMT/BST)

We aim to respond to all enquiries within 24 business hours.

2. Order Fulfillment & Return Location

Outcos is operated by Stradiz Ltd, a company registered in England and Wales.

Our products are fulfilled and shipped through trusted international logistics partners and warehouse facilities. Because of this, the shipping origin may differ from our registered business address.

Our registered office serves as our official business and correspondence address and is not the location from which customer orders are shipped.

Approved returns may be directed to one of our designated international returns facilities. The correct return address will be provided once your Return Authorization has been approved.

Please do not send returns to our registered business address unless instructed by our support team.

3. 30-Day Return Period

You may request a return within 30 days of receiving your order.

To be eligible, the item must:

  • Be unused and in its original condition.
  • Be returned in its original packaging.
  • Include proof of purchase (order number or receipt).

Returns requested after 30 days may not be eligible for a refund.

4. How to Start a Return

Email support@outcos.com with your order number and reason for the return.

Our team will review your request and respond within 1–2 business days.

If approved, you'll receive a Return Authorization together with return instructions.

The item must be shipped within 7 days of receiving approval.

Returns sent without prior authorization may not be accepted.

5. Return Shipping Costs

If you receive an item that is defective, damaged during transit, or different from what you ordered, please contact us within 48 hours of delivery and include clear photos of the issue.

Once reviewed, we'll arrange a replacement or full refund at no additional cost.

If you simply changed your mind or ordered the wrong item, return shipping costs are the customer's responsibility. All returns should include a valid tracking number.

6. Refund Processing

Once your returned item has been received and inspected, we'll send you a confirmation email.

Approved refunds are issued within 7 business days and returned to your original payment method.

Please note that processing times may vary depending on your bank or payment provider.

7. Exchanges

If you'd like to exchange an item, please contact our support team.

Once your return has been approved, you may place a new order for the replacement item.

Exchange requests follow the same eligibility requirements as standard returns.

8. Order Cancellations

Orders may be cancelled at any time before they are dispatched for a full refund.

If your order has already been shipped, you'll need to follow the standard return process once it has been delivered.

To request a cancellation, please email support@outcos.com.

9. Non-Returnable Items

The following items cannot be returned:

  • Custom or personalised products.
  • Hygiene-related products, unless unopened and unused.

10. Consumer Rights

Nothing in this policy limits your statutory rights under applicable consumer protection laws.

Customers in the United Kingdom are protected under the Consumer Rights Act 2015, which provides additional rights regarding faulty, misdescribed or unfit-for-purpose goods.

If you have any questions regarding this policy, please contact us at support@outcos.com.