Delivery, Refund & Returns Policy

ORIAL OUTDOOR – RETURNS, REFUNDS & DELIVERY POLICY

CONTACT

To initiate any return, refund, exchange, or warranty request, please email support@orialoutdoor.com with your order number and a brief description of the request.

THIRD-PARTY ORDERS

Orders placed via Takealot, Onedayonly, or independent retail partners must be returned through the original seller. Orial Outdoor cannot process returns or replacements for these purchases directly, however we will assist where possible.

CHANGE OF MIND RETURNS (NON-DEFECTIVE ITEMS)

General Conditions

Requests must be made within 15 days of receiving your order.
Items must be unused, undamaged, and in original or equivalent protective packaging.
Items returned without suitable packaging may not be eligible for a return or exchange unless the product is still as new and can be resold.
Customers are responsible for return shipping costs.

Refunds

Approved refunds are processed to the original payment method.
Refunds are issued for the final retained product value, less:
- Any coupons or promotional discounts applied, and
- Any applicable shipping fees.

Shipping Fee Treatment

Free shipping is conditional on the final retained order value.
If a return (full or partial) results in the retained order value falling below the free-shipping threshold, the original shipping fee will be deducted from the refund.
Shipping fees are non-refundable once an order has been dispatched.

Exchanges

Exchanges are issued as a store credit voucher, not a cash refund.
Vouchers are calculated on the final retained product value, less:
- Any coupons applied, and
- Any applicable shipping fees (based on retained order value).
Customers are responsible for return shipping costs.
Store credit vouchers are valid for 12 months from date of issue.

SALE & FINAL SALE ITEMS

Items discounted over 35% are considered final sale.
Final sale items are not eligible for refunds or exchanges.
Where an exception is made (e.g. size-related items such as running belts, eyewear, or trail vests), a store credit voucher may be issued at Orial Outdoor’s discretion.
Defective items remain covered in accordance with consumer protection laws and our warranty policy.

DEFECTIVE PRODUCTS & WARRANTY

Arrival Defects (DOA – Dead on Arrival)

If a product arrives defective, the issue must be reported within 14 days of delivery.
Orial Outdoor will arrange collection at no cost to the customer.
Once inspected:
- Repair is prioritised where possible.
- Replacement or refund applies only if repair is not feasible.

Warranty Claims (Post-Use Defects)

Products that become defective after use may still be covered under the applicable warranty policy.
Process:
1. Email support with your order number, photos, and description of the issue.
2. If covered under warranty, Orial Outdoor will arrange collection at our cost.
3. Repair is prioritised. If repair is not possible, a replacement will be issued.

Outside Warranty Window

For products outside the warranty period, Orial Outdoor may:
- Assist with spare parts, or
- Facilitate repairs where possible.
All shipping and repair costs in these cases are for the customer’s account.

If a returned product is found not to be defective, the customer will be responsible for the cost of returning the item.

INCORRECT ITEMS

If an incorrect item is delivered, please contact support immediately. Orial Outdoor will arrange return and re-delivery of the correct item at no additional cost.

REFUND PROCESSING

Refunds are processed within 7 business days of approval.
Please allow additional time for your bank or payment provider to reflect the funds.
If more than 15 business days have passed since approval, please contact support.

COUPONS & PROMOTIONS

Coupons are applied proportionally across eligible items.
Partial refunds reflect the discounted product value only.
Coupons are non-refundable and cannot be reissued once used.

DELIVERY POLICY

Delivery Charges

Free national shipping on orders R1200 and above.
Orders below R1200 incur a R100 flat-rate shipping fee.

Delivery Areas

Delivery is available to residential addresses within South Africa.
PO Boxes are excluded.
Deliveries to farms or areas classified as high-risk by courier partners may incur additional surcharges, which will be communicated where applicable.

Delivery Address & Failed Deliveries

Customers are responsible for providing accurate delivery and contact details.
If a delivery attempt fails, the courier will contact the customer directly to arrange a second attempt.
Failed deliveries typically occur due to incorrect address details or unavailability at the delivery location.
If an order is returned to sender due to repeated failed attempts:
- A refund may be issued in store credit, less courier costs, or
- Re-delivery can be arranged at an additional charge.

Delivery Timeframes

Standard delivery is 3–5 business days, Monday to Friday (08:00–17:00).
Exact delivery times cannot be guaranteed.