RETURNS & EXCHANGES
Review our terms and conditions of use.
Last updated: 18/12/2025
At Ryde Not Alone, we want you to be completely satisfied with your purchase. If you are not, you can return or exchange eligible items under the terms below, in accordance with EU consumer protection law.
1. Right of Withdrawal (Returns)
You have the legal right to withdraw from your purchase within 14 calendar days from the date you receive your order, without giving any reason, in accordance with EU consumer protection law.
In addition, Ryde Not Alone offers an extended return period of up to 30 calendar days from the delivery date as a commercial policy.
To exercise your right of return or exchange, you must submit your request through our Returns & Exchanges Portal.
Once your request is approved, you must return the item following the instructions provided.
- Items must be unused, unwashed, and in the same condition as received.
- All original packaging, tags, and labels must be included.
- Proof of purchase (order number or invoice) is required.
Please note: for hygiene and health protection reasons, certain items cannot be returned (see section 2).
2. Non-Returnable or Non-Exchangeable Items
- Gift cards.
- Sale or discounted items.
- Custom or personalized items.
- Underwear or swimwear, unless returned in their original condition with all hygiene seals intact.
3. How to Initiate a Return or Exchange
- Go to our Returns & Exchanges Portal and submit your request using your order number and email address.
- Once approved (within 24–48 hours), you will receive a return label or code by email along with the instructions.
- Pack your item in its original condition, including all tags and packaging.
- Take your parcel to the drop-off point of the carrier that is most convenient for you. No need to print the label — simply show the code at the drop-off location.
- Return and exchange shipping costs are the customer’s responsibility, unless the item is faulty or incorrect.
You can track the status of your return or exchange at any time via our Customer Returns Portal.
Items remain your responsibility until they reach us. We recommend using tracked shipping and keeping the drop-off receipt.
4. Refunds
Once we receive and inspect the returned item, we will notify you by email whether your refund has been approved. If approved:
- Your refund will be issued to the original payment method within 5–10 business days.
- Shipping fees are non-refundable, unless the return is due to our error.
- We are not responsible for delays caused by your bank or payment provider.
5. Exchanges
You may request an exchange for a different size or color of the same product within 30 calendar days from delivery through our Returns & Exchanges Portal.
Exchanges are subject to product availability. If the requested item is unavailable, a refund will be issued instead.
Exchanges follow the same process and shipping costs as returns.
6. Damaged or Defective Items
If you receive a damaged, defective, or incorrect item, please submit your request through the Returns & Exchanges Portal and include clear photos of the item and packaging. Select the appropriate reason when submitting.
Once confirmed, we will offer a replacement or full refund and cover any shipping costs involved.
7. Late or Missing Refunds
If you haven’t received your refund within the expected time frame:
- First, check your bank account or payment provider.
- Then, contact your credit card company or bank, as it may take additional time before the refund is officially posted.
- If you have done all this and still have not received your refund, please contact us at help@rydenotalone.es.
8. Return Address
Do not send any returns to our office or warehouse unless instructed. The correct return address and drop-off instructions will be included in your return confirmation email.
9. Contact Us
If you have questions about our Returns & Exchanges Policy or your order, contact us at help@rydenotalone.es.