Refund policy
Refund & Returns 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
Company: Stradiz Ltd Company Registration Number: 17275868
Registered Office: Office 1284, 85 Dunstall Hill Wolverhampton WV6 0SR United Kingdom
Email: support@outcos.com Phone: +44 7342 800 143
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 Fulfilment & Return Location
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 is our official business and correspondence address. It is not the location from which customer orders are shipped, and it is not a returns address.
Approved returns are directed to one of our designated returns facilities. The correct return address will be provided once your return has been approved.
Please do not send returns to our registered business address unless instructed by our support team. Returns sent there may be refused or delayed.
3. Your Statutory Right to Cancel (14-Day Cooling-Off Period)
If you are a consumer in the UK or EU, you have the legal right to cancel your order for any reason within 14 days of the day you (or someone you nominate) receive the goods. This right applies in addition to — and independently of — our 30-day return policy below.
To exercise this right, notify us of your decision to cancel by emailing support@outcos.com before the 14-day period expires. A clear statement is sufficient; you do not need to give a reason.
Once you have cancelled, you must return the goods to us within 14 days of telling us. We will refund all payments received from you, including the standard delivery cost you paid on the outbound order, within 14 days of receiving the goods back (or of receiving proof that you have sent them, whichever is earlier).
If you chose a more expensive delivery option than our standard service, we will refund the cost of our standard service only.
We may reduce your refund to reflect any diminished value of the goods caused by handling them beyond what is necessary to establish their nature, characteristics and functioning — in other words, beyond what you would reasonably be able to do in a shop.
4. Our 30-Day Return Policy
Beyond your statutory rights, we voluntarily offer a 30-day return window from the date you receive your order.
To be eligible under this extended policy, the item should be:
- Unused and in its original condition
- Returned in its original packaging where possible
- Accompanied by proof of purchase (order number or receipt)
Requests made after 30 days may not be eligible under this goodwill policy. This does not affect your rights in respect of faulty, damaged or misdescribed goods, which are covered in Section 9 and are not limited by the 30-day window.
5. How to Start a Return
- Email support@outcos.com with your order number and the reason for your return.
- Our team will review your request and respond within 1–2 business days.
- If approved, you'll receive a Return Authorisation together with return instructions and the correct return address.
- Ship the item within 7 days of receiving approval.
Returns sent without prior authorisation may be delayed or refused. This does not apply to cancellations made under Section 3, where your statutory timeframes apply regardless.
6. Return Shipping Costs
We offer free return shipping on all approved returns.
Once your Return Authorisation is approved, we'll email you a prepaid return label. Print the label, attach it to your package, and drop it off at your nearest post office or courier location.
Please keep your proof of postage and tracking number until your refund has been processed.
7. Refund Processing
Once your returned item has been received and inspected, we'll send you a confirmation email.
Approved refunds are issued to your original payment method within 7 business days of inspection, and in all cases within the statutory 14-day period described in Section 3.
Processing times may vary depending on your bank or payment provider. You will not be charged any fee for a refund.
8. 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.
If you received the wrong size or the wrong item through our error, we will arrange the correct item at no additional cost to you.
9. Faulty, Damaged or Incorrect Items
If your item arrives defective, damaged in transit, or different from what you ordered, contact us at support@outcos.com with your order number and clear photos of the issue. Notifying us within 48 hours of delivery helps us resolve your case faster, but it is not a condition of your legal rights.
Under the Consumer Rights Act 2015 you are entitled to:
- Reject the goods for a full refund within 30 days of receiving them, if they are faulty, not as described, or not fit for purpose (the "short-term right to reject")
- A repair or replacement if you report a fault after 30 days but within 6 months
- A partial or full refund if a repair or replacement is not possible or does not resolve the fault
We cover all return shipping costs for faulty, damaged or incorrect items.
10. Order Cancellations Before Dispatch
Orders may be cancelled at any time before dispatch for a full refund. Email support@outcos.com as soon as possible with your order number.
If your order has already shipped, please follow the cancellation process in Section 3 or the return process in Section 5 once it has been delivered.
11. Non-Returnable Items
The following cannot be returned under Sections 3 and 4:
- Custom-made or personalised products made to your specification
- Sealed hygiene-related products, once the seal has been broken
These exclusions do not apply to items that are faulty, damaged or not as described — your rights under Section 9 always apply.
12. Consumer Rights
Nothing in this policy limits or excludes your statutory rights.
Customers in the United Kingdom are protected under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Where any term of this policy conflicts with your statutory rights, your statutory rights take precedence.
If you have questions about this policy, contact us at support@outcos.com or call +44 7342 800 143.
Last updated: August 2026