Returns & Exchanges

Our website returns policy is simple. If for any reason you are not satisfied with your purchase we will be happy to refund or exchange it for you.

Returns are subsidised and tracked for our own website customers only, (www.therunningoutlet.co.uk)

We offer subsidised Royal Mail tracked returns within the UK: all items can be returned for an exchange or a refund within 30 days from date of purchase.

PLEASE CLICK HERE 

If you intend to return any items, please use the Royal Mail Returns service to create a tracked label, then print this off and attach it to your parcel - we include a Returns Form with every order, so please complete this and include it (or download The Running Outlet Returns Form PDF here).

Alternatively, if customers choose to return their order using an alternative return method, please return to the following address:

The Running Outlet
26 Burgate,
Canterbury,
Kent,
CT1 2HA,
UK

therunningoutlet.co.uk is not responsible for returned goods lost in transit using the Royal Mail portal and it’s important to ensure that you return goods on a postal service with adequate insurance should you need to make a claim. We strongly advise this on higher ticketed items. Refunds will only be issued once the item has been successfully delivered to the store.

FOR ORDERS ABOVE £250.00 (Applicable for orders of produce such as Garmin watches; multiple pairs of shoes etc):

A Royal Mail Special Delivery returns label will be included in your parcel upon shipping. Please use the provided returns label to return your item to ensure the item is covered under a higher delivery insurance. If the label is not included in your parcel, please email sales@therunningoutlet.co.uk and we can manually generate and provide you with one. The onus is on the customer to use the provided Special Delivery label to ensure their item is insured effectively for any scenarios where the item may be lost in transit.

therunningoutlet.co.uk is not responsible for returned goods lost in transit using the Royal Mail portal.

Goods must be returned in an unused, re-sellable condition and in the original, undamaged packaging. Shoe boxes must be unmarked and placed inside a postage bag when returned, otherwise charges may be incurred. The onus is on the customer to choose the correct size and check this before using them and whilst we are happy to exchange or return any goods we can only do this if the goods are in the original condition and packaging.

Customers have 30 days after receiving their order to return the goods. Exceptions can be arranged at Christmas or if the order is a gift, please contact our customer services team for confirmation at sales@therunningoutlet.co.uk.

Refunds will be for the cost of the goods only and will be our aim is to process the return within 24-48 hours when receiving the goods back. Please note we only refund in pound sterling and refunds are subject to exchange rates if the original purchase is outside of the UK. Customers will then be informed by email.

Please note we can only action a return upon receiving it back, if an item is returned by a customer using an alternative method to our Royal Mail subsidised returns label, it is their responsibility to ensure it reaches us. We strongly advise using a tracked service and keeping all relevant proof of postage, we cannot be held responsible for any item lost in return to us.

Christmas Extended Returns

We extended our usual limit for returns. Any purchases made online or in store between 12 October and 24 December 2024 can be returned up until 28 January 2025. For purchases made from 25 December onwards, our normal refund policy will apply.

Website Exchanges

Should you need to exchange an item for a different size or style follow the returns process above, but on the returns form please include what products you would like to exchange for. The exchanged product(s) will be posted free of charge on the same day as the return is received. Should there be any difference in price, payment will be requested or refunded before the exchanged product(s) is dispatched. If any products are unavailable, customers will be notified by email. When an exchange has been processed customers will be notified by email including the new tracking information. Shipping for exchanged goods will be charged if outside the UK, method of payment will be arranged at the time.

Website Return of Faulty Goods

The Running Outlet will endeavour to ensure that all goods purchased arrive in perfect condition. In the event that this does not happen, please email sales@therunningoutlet.co.uk or fill out our free returns form within 7 days of the date of receipt of the goods and we will arrange a FREE Royal Mail returns label to be sent you.

If you believe a product to have a manufacturing fault please return to product to us with a note stating the issue. If we deem the product to have a manufacturing fault, we will at the customer's request exchange for a new product or offer a full refund. Please note we only refund in pound sterling and refunds are subject to exchange rates if the original purchase is outside of the UK.

Website Order Cancellation

Should you wish to cancel your order prior to receipt of goods, please contact us by email at sales@therunningoutlet.co.uk as soon as possible. Bear in mind we aim to dispatch the same day as receiving the order. The right of cancellation applies only to standard website advertised items, and does not apply to any products which may have been placed as special orders. We shall refund the total amount of money paid by you for the goods. Please note we only refund in pound sterling and refunds are subject to exchange rates if the original purchase is outside of the UK.

In Store Purchases

We regret that we are unable to offer refunds on unwanted purchases. If the product is unused and still in the original packaging we are happy to exchange or offer store credit on an item- provided the goods are returned with in 28 days of sale and with a proof of purchase. Refunds will only be given when a faulty product has been sold and there is a proof of purchase. This does not effect your statutory rights. *Some products will need to sent away for testing to establish the nature of the fault. If is not immediately identifiable.

Step by Step Guide for Website UK Returns

Visit our Royal Mail Tracked Returns page 

2 Fill out your order details and return reasons and other information

3 Create Label

3 Place products and all original packaging/labelling in a mailing bag with the returns form and seal it.

4 Fix the prepaid returns label to the parcel.

5 Take the parcel to your nearest Royal Mail Post Office or arrange collection via Royal mail and hand over for delivery.

6 We will action your return upon receiving it back and then send out any exchange or refund with 24-48 hours when we receive it back.