Last Updated: 31 August 2026
At OutriderCo, we want you to be completely satisfied with your purchase. If there is a problem with your order or you need to return an eligible product, we’re here to help.
This Returns & Refunds Policy applies to purchases made through outriderco.store and should be read together with our Terms of Service.
If your order arrives damaged, defective, or you receive an item that is different from what you ordered, please contact us as soon as reasonably possible.
Please provide:
Your order number
Your full name
A description of the issue
Clear photographs or videos showing the product and, where applicable, the packaging
We will review the issue and determine the appropriate remedy.
Where applicable, products that are defective, damaged, or incorrectly supplied may be repaired, replaced, or refunded in accordance with your rights under applicable South African consumer protection legislation.
Where a change-of-mind return is permitted, the product must generally be returned in its original condition, unused and with its original packaging and accessories.
Certain products may not be eligible for a change-of-mind return where the nature of the product or applicable law prevents such a return.
Any applicable return conditions, exclusions, or costs will be communicated to you before your return is processed.
For hygiene, safety, or practical reasons, certain products may not be eligible for return once opened, used, or removed from their original packaging, where permitted by applicable law.
This may include certain grooming or personal-use pet products.
This does not affect your statutory rights where a product is defective, unsafe, or otherwise does not meet the requirements of applicable consumer protection legislation.
Before sending an item back, please contact us so that we can provide the appropriate return instructions.
Returned products should, where applicable:
Be unused
Be in their original condition
Include original packaging
Include all accessories and components
Include proof of purchase or order details
We reserve the right to assess returned products before approving a return or refund, subject to your rights under applicable law.
If you are returning a product because it is defective, damaged, incorrectly supplied, or otherwise qualifies for a remedy under applicable consumer protection law, OutriderCo will handle reasonable return arrangements as required by law.
For eligible change-of-mind returns, the customer may be responsible for return shipping costs unless otherwise stated.
Once an eligible return has been received and assessed, we will notify you whether the refund has been approved.
Approved refunds will generally be processed using the original payment method where reasonably possible.
The time it takes for a refund to appear in your account may depend on your bank or payment service provider.
If a refund is required because of a cancelled order, defective product, or other circumstance covered by applicable law, the refund will be processed in accordance with the applicable legal requirements.
Where appropriate and subject to stock availability, we may offer an exchange for an eligible product.
If the requested replacement product is unavailable, we may provide an alternative remedy or refund where required by applicable law.
Products purchased during sales or promotional periods may still be eligible for returns, refunds, repairs, or replacements where required by applicable consumer protection legislation.
A discount or promotional price does not remove statutory consumer rights.
Any additional promotional return conditions will be clearly communicated at the time of purchase.
OutriderCo aims to comply with applicable South African consumer protection legislation, including the Consumer Protection Act 68 of 2008 (CPA).
Nothing in this Returns & Refunds Policy is intended to remove, restrict, or waive any rights that you may have under applicable law.
Where there is a conflict between this policy and a mandatory legal consumer right, the applicable legal requirement will take precedence.
To request a return, please contact us with:
Order Number:
Customer Name:
Reason for Return:
Photographs/Videos (if applicable):
Contact us at:
Email: outriderco@outlook.com
Telephone: +27 64 748 5929
Please do not send products back to an address without first contacting us and receiving return instructions.
We aim to review return requests as quickly as reasonably possible.
Once an approved return has been received, we will process the applicable remedy or refund within a reasonable period.
Bank and payment-provider processing times may vary and are outside our direct control.
If you have any questions regarding returns, refunds, or exchanges, please contact us:
OutriderCo
Western Cape, South Africa
Email: outriderco@outlook.com
Telephone: +27 64 748 5929
OutriderCo
Quiet luxury, made for pets.