Return and Exchange Policy

General Policy

At Outwear, we strive to ensure our customers are satisfied with their purchases. If you receive a damaged item, the wrong product, or an incorrect size, we are happy to assist with an exchange. However, please note the following guidelines and conditions for exchanges.

Conditions for Exchange

  1. Damaged Items or Incorrect Shipments:

    • If you receive a damaged item or the wrong product, you are eligible for an exchange.
    • You must notify us within 7 days of receiving the item.
    • Please provide a photo of the damaged or incorrect item along with your order number when contacting customer service.

  2. Size Exchanges:

    • If the item does not fit, you may exchange it for a different size.
    • Notify us within 7 days of receiving the item.
    • The item must be in its original, unused condition with all tags and packaging intact.

  3. Reorder for Exchange:

    • For any approved exchanges, customers must place a reorder within 7 days to facilitate the exchange process.
    • Once the reorder is confirmed, we will send a partial exchange to accommodate the difference in price if applicable.

Non-Exchangeable Conditions

  • We do not accept exchanges for items without any reason or for reasons other than those stated above (damaged items, incorrect shipments, or size issues).
  • Items that have been used, washed, or altered in any way are not eligible for exchange.

Process for Exchanges

  1. Contact Customer Service:

    • Email us at kawappar@gmail.com or call us at +60133336192 within 7 days of receiving your order.
    • Provide your order number and details about the issue (photo of the damage or incorrect item, or specify the size needed).

  2. Reorder:

    • Place a reorder for the item you wish to exchange within 7 days as instructed by our customer service team.

  3. Return Shipment:

    • Ship the original item back to us using the provided return shipping label.
    • We use Ninjavan for all shipping and return services.

  4. Receive Exchange:

    • Once we receive and inspect the returned item, we will process the exchange and ship the new item to you.

Shipping Costs

  • For Damaged or Incorrect Items: Outwear will cover the shipping costs for the return and the new shipment.
  • For Size Exchanges: The customer is responsible for the return shipping costs. Outwear will cover the cost of shipping the new item to you.

Contact Us

If you have any questions or need further assistance, please contact our customer service team:

  • Email: kawappar@gmail.com
  • Phone: +60-123-456-789
  • Address: Jalan Gelugor, Kuala Lumpur, Malaysia