Refund policy

Return & Exchange Policy

Thank you for shopping with us! We’re excited to offer special deals on lighting fixtures, portable power stations, and EV chargers. Please review the following policy designed for this promotional period.

1. Returns & Exchanges – Validity Period

You have 14 days from the delivery date to submit a return or exchange request.

To apply, email us at: outway.au@gmail.com with your order number and reason for the request.

2. What Can Be Returned or Exchanged?

✅ Eligible Items:

  • Products in like-new condition
  • Original packaging and accessories included
  • Lightly tested but free of damage or misuse

❌ Non-Returnable Items:

  • Flash Sale Products: Limited-time promotional items labeled as “Flash Sale” are final and not eligible for return or exchange.
  • Products damaged by human error or misuse: Any product that shows signs of misuse, accidental damage, or improper handling will not qualify for our return or exchange policy. This includes items with visible wear, scratches, stains, or any other modifications inconsistent with the intended use of the product. Such damage, determined to be the result of human error, excludes these items from eligibility for return or exchange.
  • Items returned after the 14-day window: Items returned after the designated return window (typically within 30 days of receipt) will not be eligible for a refund or exchange. We recommend that customers inspect and test products upon receipt and contact us promptly if there are any issues. Returns or exchanges requested beyond this period will not be processed.

3. Damaged or Defective Products

  • If the product you received is damaged during shipping or has a manufacturing defect, please contact us within 7 days of receipt.
  • All return and exchange requests must include photos and video (It must be such that the problem can be clearly identified) of the damaged or defective product as evidence. To prevent fraudulent returns, the actual damage may be verified.
  • After verifying the submitted return request, we will provide relevant return information.
  • Upon receiving the returned product and confirming that the damage or defect was not caused by human error, we will provide a replacement product or a full refund.

4. How to Return an Item

  • Submit a Request & Photo Review: Email your return request to outway.au@gmail.com. 

Before shipping the item back, you must email us clear photos of the repackaged product for approval.

  • Receive Return Instructions: Once the packaging is approved, we will provide the return address and further instructions.
  • Ship the Product: Send the product to the specified address. Please retain your shipping receipt until the process is complete.
  • Processing Time: Please note that due to high order volume during Black November, our response time may be slightly longer.

We will process your return within 48 business hours after receiving the email and notify you of the result via email.

5. Refund Processing

Once your return is approved, the refund will be processed within 7 business days after we receive the returned item.

The refund will be credited back to your original payment method. Please note that it may take additional time for the refund to appear in your account, depending on your bank or payment provider.

6. Shipping Costs

  • Return shipping fees due to change of mind or personal reasons are the customer’s responsibility.
  • If the return is due to a product defect or shipping damage, we will cover the return shipping costs.
  • Order Cancellation During Transit: If a customer requests to cancel an order after it has been shipped, a 15% restocking fee will apply, in addition to the original and return shipping costs. The refund will be processed after the returned item is received and inspected.
  • Restocking Fee: ①Items under $50 - A 20% restocking fee will be deducted from the refund amount. ②All other eligible items - A 15% restocking fee will apply.

7. Disclaimer

  • Weather Damage: Outway is not responsible for any product damage caused by weather conditions.
  • Packaging Damage: Damage to packaging alone is not covered by the warranty and cannot be the basis for a refund.
  • Maintenance Requirements: Solar products must be used in appropriate environments and maintained with regular cleaning. Issues arising from improper use or lack of maintenance will not be covered under warranty or return/exchange.

Outway reserves the right to refuse returns or exchanges under specific conditions.

8. Contact Us

If you have any questions about the return and exchange policy or need further assistance, please contact us via the following methods:

Email: outway.au@gmail.com

Phone: 04 8120 6533

Working Hours: Monday to Friday, 10:00 AM - 3:00 PM (AEST)