Effective Date: October 13, 2026

Welcome to the official Refund and Returns Policy of www.outramshop.com. This policy outlines all clear, fair terms governing product returns, exchange processes, and eligible post-purchase adjustments for every order you place on our e-commerce platform, including our NEW ARRIVALS of Fresh Ceramic Accents In that are newly launched on our site. Our core policy rule that we explicitly emphasize upfront is: ‌we do not offer standalone “refund only” requests for any completed delivered order under any circumstances, unless the issue cannot be resolved via product replacement or store credit issuance after full verification of the problem.‌ This rule is designed to protect the fair shopping experience for all our customers while ensuring we can sustainably provide high-quality merchandise and reliable logistics services to our entire user base. By placing an order on our website, you fully acknowledge and agree to all terms outlined in this policy.

1. General Eligibility Rules for Returns

All return requests must be submitted within 14 calendar days from the date you successfully receive your ordered parcel. To be eligible for a return, the item you wish to send back must meet all the following requirements:

• The product must be in its original, unused, resalable condition, with all original packaging, tags, protective foam wrapping, and accompanying accessories intact. For our handcrafted Fresh Ceramic Accents, the item must not have any scratches, chips, stains, or signs of installation after delivery.
• You must provide the original order number, clear photos or short videos that can fully demonstrate the product defect, damage, or delivery issue you are reporting, and the original order confirmation email you received after completing your purchase.
• Customized, made-to-order products, clearance sale items marked as “final sale” on their product listing page, and personal care goods that have been unboxed and used are not eligible for any return or exchange request for hygiene and customization reasons.
  We strictly reject all requests for “refund only” where customers choose to keep the delivered product while asking for full or partial monetary reimbursement. This type of request disrupts our regular inventory management process and creates unfair cost burdens for both our operations and our community of shoppers, so no such requests will be approved under normal circumstances.

2. Approved Resolution Options (No Standalone Refund Only)

When your submitted return request passes our verification process and meets all eligibility criteria, we provide two legitimate resolution options for you to choose from, and no direct cash refund without product return is supported:

• ‌Free Product Exchange‌: We will arrange for a brand new identical replacement of your ordered item to be shipped to you at no extra cost, covering all reshipping fees. If the identical product is temporarily out of stock, you can select another product of equal value from our full product catalog, including our latest NEW ARRIVALS of Fresh Ceramic Accents In.
• ‌Full Store Credit Voucher‌: You can opt to receive a 100% equivalent value store credit that you can use for any future purchase on our website, with no expiry date and no minimum spending requirement. The store credit can also be stacked with other ongoing promotional discounts on our platform to help you get your favorite merchandise at a better price.

The only very rare exception where we may process a monetary refund is if your returned defective item is permanently discontinued and we have no alternative in-stock products of equal value available to offer you, and no suitable store credit options can meet your needs. This scenario will be verified case by case by our support team, and we will never approve a refund only request where you retain the delivered product.

3. Return Process Step by Step

To submit a valid return request, please follow the steps below strictly:

1. Contact our customer support team within the 14-day eligibility window, send your order number and evidence of the product issue to brook@outramshop.com, or call our support line at +65 6291 1185 during our working hours for direct assistance. We will not process any unannounced returns sent directly to our office address without prior approval.
2. Our support team will review your request and respond to you within 2 working days, confirming your eligibility and sending you a pre-paid return shipping label along with clear return shipping instructions.
3. Pack the item securely with all original packaging materials, attach the pre-paid shipping label to the outer parcel, and drop off the package at the designated courier pickup point we specify. We will cover all the return shipping fees, so you do not need to pay any extra cost for the return process.
4. Once our warehouse team at 315 Outram Road, #14-01, Tan Boon Liat Building, Singapore 169074 receives and inspects your returned item to confirm it meets the return eligibility rules, we will process your selected exchange or issue the store credit to your account within 3 working days.

4. Damaged and Wrong Item Delivery Handling

If your parcel arrives with visible external damage caused by the courier, or you receive a completely incorrect item that does not match your order, you do not qualify for a refund only request. Our team will immediately arrange for a free replacement shipment of the correct intact item, or issue you extra bonus store credit worth 10% of your order value on top of the full equivalent store credit for your return, as a gesture of apology for the inconvenience caused. If you accidentally confirm receipt of a parcel with damage without checking on the spot and do not report the issue within 48 hours after delivery, we reserve the right to reject your return request to avoid fraudulent claims.

5. Contact Information for Queries

If you have any questions about our Refund and Returns Policy, or need clarification about your specific order’s post-purchase options, reach out to our team at brook@outramshop.com, call us at +65 6291 1185, or send physical mail to our registered address at 315 Outram Road, #14-01, Tan Boon Liat Building, Singapore 169074. Our team will respond to every eligible query within 2 working days to assist you.