Return & Refund Policy

Effective Date: [11/02/2026]

The Outdoor Culture Kenya (“we”, “us”, “our”) is committed to ensuring customer satisfaction while maintaining fair and transparent return and refund practices. This policy applies to all purchases made through our website https://theoutdoorculture.co.ke.

1. Overview

We want you to shop with confidence at The Outdoor Culture Kenya. If you are not completely satisfied with your purchase, you may request a return within thirty (30) days from the date of delivery.

To be eligible for a return:

The item must be unused, unworn, and in its original condition
The item must be returned in its original packaging
Proof of purchase (receipt or order confirmation) is required

Please do not send your purchase back to the manufacturer. All returns must be initiated through us.

2. Non-Returnable Items

The following items are not eligible for return or refund:

Perishable goods (e.g. food, flowers)
Intimate or sanitary products
Hazardous materials or flammable liquids
Gift cards
Downloadable software or digital products
Health and personal care items that have been opened or used

3. Partial Refunds

Partial refunds may be granted in the following situations:

Items with visible signs of use
Items returned without original packaging or with missing parts (not due to our error)
Items returned after the 30-day return window

Any approved partial refund will be determined after inspection of the returned item.

4. Refund Process

Once we receive and inspect your returned item, we will notify you via email of the approval or rejection of your refund.

If approved, your refund will be processed and applied to your original method of payment within a few business days. Processing times may vary depending on your bank or payment provider.

5. Late or Missing Refunds

If you have not received your refund:

Check your bank account again
Contact your card provider or mobile money service (processing times may vary)
Contact your bank for further clarification

If you have completed all the above steps and still have not received your refund, please contact us at info@theoutdoorculture.co.ke.

6. Sale Items

Only regular-priced items are eligible for refunds. Sale, discounted, or clearance items are non-refundable, unless they are defective or damaged upon delivery.

7. Exchanges

We only replace items if they are defective, damaged, or incorrect at the time of delivery.

To request an exchange for the same item, please contact us at info@theoutdoorculture.co.ke with your order details before returning the item. Exchange requests are subject to stock availability.

8. Gifts

If the item was marked as a gift and shipped directly to you, you will receive a gift credit for the value of the returned item once it is received and approved.

If the gift was shipped to the purchaser first, the refund will be issued to the original purchaser.

9. Shipping Returns

To return your product, please contact us first for return instructions.

Return shipping costs are the responsibility of the customer and are non-refundable
If a refund is approved, return shipping costs may be deducted from the refund amount
Delivery times for exchanged items may vary depending on location

For higher-value returns, we recommend using a trackable shipping method or purchasing shipping insurance. We cannot guarantee receipt of returned items without proof of delivery.