Refund & Return Policy | Outlaws & Gents

Last updated: May 17, 2026

The Short Version

We stand behind every product we make with a 30-day satisfaction guarantee. If you're not satisfied with a purchase, contact us at orders@outlawsandgents.com within 30 days of delivery and we'll make it right — typically a full refund or replacement, no return shipping required.

For your first order, the guarantee is no questions asked. After that, we ask a few brief questions so we can keep improving — and so we can spot the rare case of someone trying to game a customer-friendly policy. For most customers, you'll never notice the difference.

For defective, damaged, or wrong items: unlimited replacements or refunds, no questions, no time limits beyond what's reasonable.

Our 30-Day Satisfaction Guarantee

If you're not satisfied with an Outlaws & Gents product for any reason — wrong scent, doesn't perform the way you hoped, you just don't love it — contact us within 30 days of delivery and we'll work it out.

For most satisfaction requests, we don't require you to ship the product back. Personal care products can't realistically be resold once they leave our warehouse, so we'd rather you donate the bottle, puck or jar, give it to a friend, or simply dispose of it properly. We'll process your refund or send a replacement either way.

This guarantee covers normal use of our products in good faith. See "Reasonable Use Limits" below for the few practical limits that apply.

How to Request a Refund or Replacement

Email us at orders@outlawsandgents.com within 30 days of delivery
Include your order number (starts with "#OG")
Briefly tell us what didn't work (any honest explanation is fine — "wrong scent for me," "didn't perform like I hoped," "skin sensitivity," anything)
We'll respond within 3 business days with next steps

What We Refund

We refund the full product price you paid, including any sales tax.

Original shipping costs are non-refundable on satisfaction-based requests. Original shipping IS refundable if the return is due to our error (damaged on arrival, wrong item shipped, or a product defect).

Refunds are issued to the original payment method. They typically appear in your account within 5-10 business days, depending on your bank or card issuer.

For some cases (see "Reasonable Use Limits" below) we may offer store credit in place of a cash refund. Store credit:

Never expires
Can be used on any future order
Is issued at the full refund amount

Reasonable Use Limits

Our satisfaction guarantee is generous on purpose. To keep it that way for everyone, the following limits apply to satisfaction-based requests (these limits do NOT apply to defective, damaged, or wrong items — those have no limits):

One satisfaction refund per customer per 12 months

Each customer may request one satisfaction-based refund or replacement in any rolling 12-month period. If a product genuinely doesn't work for your skin or hair, we want to know — and one full refund covers that. Beyond that, we trust customers to know which of our products work for them.

This limit does not affect refunds or replacements for products that arrive damaged, defective, or different from what was ordered. Those are unlimited.

Orders over $150 — contact us first

For satisfaction-based requests on orders totaling $150 or more, we ask that you contact us at orders@outlawsandgents.com before initiating a return or refund request through your bank or card issuer. A quick conversation usually resolves the issue — and often we'll send a replacement, exchange, or store credit you'd prefer over a refund. For larger orders, we may offer store credit in place of a cash refund at our discretion.

Reasonable use and discretion

We reserve the right to refuse, limit, or modify satisfaction-based refunds in cases where we observe patterns suggesting abuse of this policy, including but not limited to:

Repeated satisfaction-based refund requests across multiple orders
Requests inconsistent with normal personal use of the product
Requests following chargebacks or disputed transactions
Activity suggestive of resale fraud or organized refund abuse
Requests for products purchased outside our website (see "What's Not Eligible" below)

This clause exists to protect the satisfaction guarantee for honest customers. It does not limit your statutory rights or our obligations to honor refunds for defective, damaged, or incorrectly shipped products.

Damaged, Defective, or Wrong Items — No Limits

If your order arrives damaged, defective, or contains the wrong product, the limits above do not apply. We will replace or refund the affected product without limit on quantity, frequency, or order value.

To report:

Email orders@outlawsandgents.com within 7 days of delivery
Include photos of the damage, defect, or wrong item (helps us file carrier claims and improve our shipping process)
We'll send a replacement at our expense or issue a full refund — your choice

You don't need to return the damaged or incorrect item.

Exchanges

Want to swap one scent for another? A pomade for a hair cream? Email us and we'll set it up. For straightforward exchanges:

We cover shipping on the replacement
For exchanges driven by preference (not defects or our errors), you may be responsible for original product cost difference if any

What's Not Eligible

The following are not eligible for return, refund, or replacement:

Digital gift cards (non-refundable once delivered)
Items marked "Final Sale" at the time of purchase
Items purchased through retailers, barbershops, marketplaces, or any source other than outlawsandgents.com — contact the retailer directly for their return policy
Subscription orders past the 30-day window from each individual delivery date
Items returned more than 30 days after delivery (reviewed case-by-case)
Adverse reactions where the customer continued use of the product after experiencing irritation (please read our Product Safety & Use Notice — discontinue use immediately if you experience irritation, and contact us right away so we can help)

Wholesale and Backbar Orders

Wholesale and barbershop accounts have separate return terms outlined in your wholesale agreement. Generally:

Unopened, resalable inventory may be returned within 60 days of invoice for store credit or refund (less a 15% restocking fee)
Opened backbar product (32oz refills) is non-returnable once opened, except for defects
Damaged-in-transit claims must be filed within 7 days of delivery

Contact your wholesale account manager or orders@outlawsandgents.com for wholesale returns.

Subscriptions

If you're on a recurring subscription, you can cancel anytime through your account dashboard or by emailing orders@outlawsandgents.com. The 30-day satisfaction guarantee applies to each individual subscription delivery — measured from the delivery date of that specific order, not your original subscription start date. Standard reasonable-use limits apply.

Promotional Bundles and Kits

If you purchased a bundle (for example, the Outlaws Essentials Kit) and want to address a satisfaction concern with part of it:

For full bundle satisfaction returns: full refund of the bundle within 30 days, subject to standard limits
For partial concerns (one product in the bundle): contact us — we'll typically offer a replacement of just that item or partial credit

Cancellations

We process orders quickly — usually within hours. We can change or cancel an order only before it ships. Email orders@outlawsandgents.com as soon as possible. If the order has already shipped, you can request a refund under our satisfaction guarantee.

Chargebacks

If you have an issue with an order, please contact us before filing a chargeback or payment dispute with your bank or card issuer. We almost always resolve issues faster directly. Filing a chargeback before contacting us will trigger an internal review and may affect future order eligibility under our satisfaction guarantee.

Questions?

Email orders@outlawsandgents.com. We respond within 3 business days. We're real people in San Antonio, Texas. If our product didn't work for you, we want to know — and we want to make it right.

Outlaws & Gents Grooming Co. San Antonio, Texas, USA outlawsandgents.com

Unruly by nature. Refined by choice.