Return & Exchange Policy

Thank you for shopping with OUTWAY LIVING. We aim to provide a clear and fair returns process for all customers. This policy explains our voluntary change-of-mind returns, how we handle faulty or damaged products, and your rights under the Australian Consumer Law (ACL).

1. Returns & Exchanges – Validity Period

We offer a 14-day change-of-mind return and exchange period, starting from the date your order is delivered.

To submit a request, please email hello@outwayliving.com with your order number and the reason for your return or exchange.

The 14-day period applies only to voluntary change-of-mind returns and does not limit your rights under the Australian Consumer Law.

2. What Can Be Returned or Exchanged?

Eligible Change-of-Mind Returns

• Products in like-new condition.

• Products with original packaging and accessories included.

• Products that have only been lightly tested and show no damage or misuse.

Change-of-Mind Return Exclusions

• Flash Sale Products: Items specifically labelled “Flash Sale” are not eligible for change-of-mind returns or exchanges.

• Damaged or Misused Products: Products damaged through misuse, accidental damage, improper handling or unauthorised modification are not eligible for voluntary change-of-mind returns.

• Requests Outside the Return Period: Change-of-mind requests submitted more than 14 days after delivery are not eligible under this voluntary returns policy.

These exclusions do not affect your rights to a remedy for products that fail to meet applicable consumer guarantees under the Australian Consumer Law.

3. Damaged or Defective Products

If your product arrives damaged, is faulty or does not match its description, please contact hello@outwayliving.com as soon as reasonably possible.

To help us assess the issue efficiently, please provide:

• Your order number.

• A brief description of the problem.

• Clear photos or a short video showing the issue, where reasonably possible.

We may request additional information or arrange a product inspection where reasonably necessary.

Providing photos or videos can help us resolve issues faster, but it is not an absolute condition for exercising your rights under the Australian Consumer Law.

If a product fails to meet an applicable consumer guarantee:

• Major failure: You may be entitled to choose a refund or replacement.

• Minor failure: We may repair or replace the product within a reasonable time. If the issue is not resolved within a reasonable time, further remedies may be available.

There is no fixed 7-day or 14-day deadline for reporting a faulty product under the Australian Consumer Law.

4. How to Return an Item

Step 1 – Submit a Request

Email hello@outwayliving.com with your order number and details of your return request.

Step 2 – Receive Return Instructions

For voluntary change-of-mind returns, we may request photos of the product and its packaging before confirming return arrangements.

For faulty or defective products, we will provide appropriate instructions based on the nature of the issue.

Original packaging is not required when exercising your statutory consumer rights.

Step 3 – Return the Product

Follow the return instructions provided by our customer service team. Please retain any postage or shipping receipts.

For large, heavy or difficult-to-return faulty products, we will arrange or cover return transportation where required by the Australian Consumer Law.

Response Time

We aim to respond to return and exchange enquiries within 2 business days. More complex cases may require additional assessment time, and we will keep you informed of progress.

5. Refund Processing

For approved voluntary change-of-mind returns, we aim to initiate the refund within 7 business days after receiving and inspecting the returned product.

Where a refund is required under the Australian Consumer Law, it will be processed within a reasonable time in accordance with applicable legal requirements.

Refunds will generally be issued to the original payment method, where available.

The time taken for the funds to appear in your account may vary depending on your bank or payment provider.

6. Shipping Costs & Restocking Fees

Change-of-Mind Returns

Customers are responsible for return shipping costs for approved voluntary change-of-mind returns.

The following restocking fees may apply to eligible voluntary returns:

• Items priced under AUD $50: 20% restocking fee.

• Other eligible items: 15% restocking fee.

Applicable fees will be confirmed before the customer proceeds with the voluntary return.

Order Cancellation After Dispatch

If you request cancellation after an order has been dispatched, please contact us to discuss the available return arrangements.

Where the cancellation is treated as a voluntary change-of-mind return, applicable shipping and restocking charges will be explained before proceeding.

Faulty or Defective Products

Where a product fails to meet applicable consumer guarantees, reasonable return costs will be handled in accordance with the Australian Consumer Law.

If a product is confirmed to have a fault covered by the consumer guarantees, we will reimburse reasonable return shipping costs already paid by the customer, where applicable.

No restocking fee will be charged for remedies required under the Australian Consumer Law.

7. Product Use, Weather Damage & Maintenance

Products should be installed, operated and maintained in accordance with their stated specifications and manufacturer instructions.

Damage caused by misuse, improper installation, unauthorised modification or use outside a product's stated specifications may not be covered by our voluntary returns or warranty arrangements.

For outdoor and solar products, weather resistance depends on the product's specifications, including its applicable IP rating and installation requirements.

Damage to packaging alone does not automatically establish a product defect. However, any damage affecting the product or its ability to meet applicable consumer guarantees will be assessed in accordance with the Australian Consumer Law.

Nothing in this section limits your statutory consumer rights.

8. Australian Consumer Law & Contact Us

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

These rights are in addition to any voluntary return policy or manufacturer's warranty.

For assistance, please contact:

OUTWAY LIVING

Email: hello@outwayliving.com

Phone: 0403 296 654

Customer Service Hours: Monday to Friday, 10:00 AM – 6:00 PM (AEST/AEDT, as applicable)