Refund policy

THIRD-PARTY ORDERS

Orders placed via Takealot, Amazon, 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 7 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  once item has been received – if approved.
• 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.