Refund policy

Finding the right pair should feel straightforward, even when a return becomes necessary.

ReedRunners accepts eligible returns within 30 days from the date your order is delivered. This gives you time to check the fit, reconsider your selection, or request another available size or colour where appropriate.

This Policy explains how returns are requested, the condition expected for returned products, how exchanges and refunds work, and how we deal with damaged, defective or incorrectly supplied items.

1. Return Policy Overview

Return detail ReedRunners policy
Return period 30 days from delivery
Refund processing Within 10 days after approval
Restocking fee None
Voluntary return shipping Customer's responsibility
Damaged, defective or incorrect items Handled by ReedRunners
Exchanges Available, subject to stock
Return destination Provided after return approval
Return method Mail/courier to the authorized return address

Our 30-day return period is intended to provide customers with additional flexibility and does not remove or reduce mandatory consumer protections that may apply.

2. Markets Covered

This Return & Refund Policy applies to eligible ReedRunners orders delivered to:

Australia, Belgium, Canada, Spain, France, Italy, Netherlands, New Zealand, Sweden, Switzerland, United Kingdom and United States.

3. Starting a Return

If you need to return an item, please contact us within 30 days after receiving your order.

For the quickest and easiest handling, we recommend replying directly to the original order confirmation email associated with your purchase.

Keeping your request within the original order conversation helps our team identify the purchase and review the relevant information faster.

Please include:

  • The product you wish to return

  • The reason for the return

  • Whether you would prefer a refund or exchange

  • Clear photographs if the product is damaged, defective or incorrect

If you cannot access your original order confirmation email, contact support@reedrunners.com and provide:

  • Your order number

  • The full name used for the order

  • The relevant return information

After your request has been reviewed and approved, we will provide the appropriate return instructions and authorized return address.

Please do not send a product back before receiving these instructions.

Our UK business address and US branch address are not automatically return destinations. Products should only be sent to the specific return address provided by our support team for your approved return.

4. Condition Required for a Return

We understand that footwear needs to be checked properly before you know whether the fit is right.

For standard returns involving size, fit or change of mind, the product should remain in a condition suitable for inspection and, where appropriate, resale.

Returned products should generally be:

  • Unused beyond reasonable inspection

  • Unwashed

  • Free from stains, marks, odours or damage

  • Returned with original tags where supplied

  • Returned with the original product packaging where reasonably possible

Footwear may be tried on indoors on a clean surface to check the size and fit.

Shoes being returned because of size, fit or change of mind should not have been worn outdoors or used for running, training, walking or normal everyday wear.

Soles should remain clean and without noticeable wear.

Where footwear is supplied in a product box, please keep the box in reasonable condition. The product box should not be used as the outer shipping parcel, and return labels should not be attached directly to it.

These conditions do not restrict any mandatory rights that may apply where an item is faulty, damaged, incorrectly supplied or not as described.

5. Change of Mind, Size and Fit

ReedRunners accepts eligible voluntary returns within the 30-day return period for reasons such as:

  • Changing your mind

  • Ordering the wrong size

  • Preferring another colour

  • Finding that the fit is unsuitable

For these voluntary returns, the customer is responsible for arranging and paying for the return shipment to the authorized return destination.

ReedRunners does not charge a restocking fee.

We strongly recommend using a tracked return service and keeping your tracking information and proof of postage until the return has been completed.

Where the customer arranges the return transportation, the parcel remains the customer's responsibility while travelling to the authorized return destination, subject to any protections available under applicable law.

6. Quality and Product Expectation Concerns

A personal concern about a product's quality, appearance, finish, construction, feel or expected characteristics does not automatically mean that the product is damaged, defective or incorrect.

Where the item received corresponds with the product information presented on ReedRunners and there is no confirmed defect, shipping damage or fulfilment error, the request will normally be handled as a voluntary return rather than as a product-fault claim.

In these situations:

  • A full refund will not normally be provided while the customer retains the product.

  • The customer may request a return within the applicable return period.

  • The customer is responsible for arranging and paying for the return shipment.

  • ReedRunners will provide the authorized return address after reviewing the request.

  • The refund will be handled after the returned product has been received and inspected according to this Policy.

Where appropriate, ReedRunners may offer a partial refund without requiring the product to be returned as an alternative way of resolving the matter.

Any partial-refund offer is considered individually and is not an automatic entitlement.

If our review instead confirms a significant quality issue, material defect, or condition that does not reasonably correspond with the product information provided, the case will be handled under the damaged, defective or non-conforming product provisions of this Policy.

7. Sale and Discounted Items

Buying an item at a reduced price does not automatically remove its return eligibility.

Eligible sale and discounted products may be returned under the same 30-day ReedRunners return period, provided the applicable return conditions are met.

Mandatory rights relating to damaged, defective or misdescribed discounted products remain unaffected.

8. Exchanges

If the product works for you but you need another size or colour, you may request an exchange.

For faster handling, reply directly to your original order confirmation email and tell us:

  • Which product is being exchanged

  • The replacement size or colour you would like

If you cannot access that email, contact support@reedrunners.com and include your order number and full name.

For voluntary size or colour exchanges, the customer is responsible for returning the original product to the authorized return destination.

Once the return has arrived and been approved, we will arrange the replacement where the requested option remains available.

If the replacement size or colour is no longer available, we will let you know. You may then select an available alternative where appropriate or receive a refund instead.

If you would prefer an entirely different product rather than another variation of the same item, returning the original item and placing a new order may be the simplest option.

9. Damaged, Defective or Incorrect Products

Please contact us as soon as reasonably possible if an item:

  • Arrives damaged

  • Has a material defect

  • Has been significantly affected during transportation

  • Is a different product from the one ordered

  • Is supplied in a size or colour different from the one ordered

For faster assistance, please reply directly to the original order confirmation email whenever possible.

Provide:

  • A brief explanation of the issue

  • Clear photographs of the product

  • Photographs of the packaging or shipping label where relevant

If the original confirmation email is unavailable, contact support@reedrunners.com and include your order number and full name.

Where an issue is confirmed as resulting from ReedRunners, fulfilment, shipping or a product fault, we will provide an appropriate resolution.

Depending on the circumstances, this may include:

  • Replacement

  • Exchange

  • Refund

  • Partial refund

  • Another appropriate resolution

Where ReedRunners supplied the wrong size, colour or variant, we will normally first seek to provide the correct item where it remains available.

Where the customer ordered the correct item but later finds that the chosen size, colour or fit is unsuitable, the request is treated as a voluntary return or exchange under Section 5 rather than an incorrect-item claim.

For confirmed damaged, defective or incorrectly supplied products, reasonable return costs will be handled by ReedRunners where required under this Policy or applicable requirements.

10. Inspection After a Return Arrives

Once a returned product reaches the authorized destination, it will be reviewed before the refund or exchange is completed.

Our inspection may include checking:

  • That the correct product has been returned

  • That the product matches the approved return request

  • That its condition meets the applicable return requirements

  • That relevant packaging, accessories or components are included

If further information is required, our team may contact you.

For voluntary returns, use or damage beyond what is reasonably necessary to inspect the product may affect return eligibility or the refundable amount where permitted.

11. Refund Processing

Once an authorized return has been received, inspected and approved, ReedRunners will process the applicable refund within 10 days.

Refunds are normally issued to the original payment method used for the purchase.

After ReedRunners submits the refund, your bank, card issuer or payment provider may require additional processing time before the funds become visible in your account.

If more than 15 days have passed since we confirmed that your refund was processed and the funds are still not visible, please contact our support team so we can review the available transaction information.

Unless ReedRunners expressly approves a resolution that does not require the item to be returned, a full refund for a returnable product will normally only be completed after the authorized return has been received, inspected and approved.

12. Refund Amount

For an approved return, the refund will normally include the eligible product amount originally paid for the returned item.

ReedRunners does not charge a restocking fee.

Because supported ReedRunners orders receive free standard shipping, there is normally no original standard shipping amount to deduct from the refund.

Where a product is damaged, defective, incorrect or otherwise non-conforming, any additional amount that must be handled under the applicable circumstances will be addressed accordingly.

Requesting a full refund does not automatically mean the customer may also retain the product.

Where a return is required, the applicable refund becomes eligible once the authorized return has been completed and approved.

13. International Returns

Customers throughout all ReedRunners-supported markets may request an eligible return using the process described in this Policy.

The appropriate return destination will only be provided once the request has been reviewed and authorized.

Return locations can differ depending on the order and fulfilment arrangement.

For this reason, please do not independently select, guess or send a parcel to a return address that has not been provided by our support team.

For voluntary international returns, the customer is responsible for return shipping costs unless:

  • ReedRunners confirms another arrangement, or

  • Applicable requirements provide otherwise

International return postage can vary considerably depending on the customer's location and chosen carrier.

We therefore recommend checking the cost before shipping and using a tracked return service.

If you would like information about the return destination applicable to your market before placing an order, contact our support team and we will provide the information currently available for your location.

14. Taxes, Customs Duties and Import Charges on Returns

ReedRunners' shipping structure is designed so that customers are not normally required to pay separate taxes, customs duties, import taxes or customs-clearance fees in addition to the final amount shown at checkout.

These charges are either included in the product price or handled by ReedRunners.

In the rare event that a carrier, customs authority or local delivery partner requests an eligible import-related payment despite the relevant amount having already been covered, please retain:

  • The receipt or invoice

  • Proof that the amount was paid

  • Any relevant carrier or customs documentation

For the fastest handling, reply directly to your original order confirmation email and attach the relevant evidence.

After the charge has been reviewed and verified, ReedRunners will refund the eligible amount paid by the customer.

If a return later affects the treatment of taxes, duties or import-related amounts associated with the original purchase, they will be handled according to the circumstances of the return.

15. Returns Lost in Transit

For voluntary returns arranged by the customer, we strongly recommend using a tracked shipping service.

Please retain:

  • Your tracking number

  • Proof of postage

  • Return receipt

  • Relevant carrier documentation

If a customer-arranged return is lost before reaching the authorized return destination, we may require proof that the parcel was sent before determining the appropriate next step.

Where ReedRunners arranged the return transport directly, we will work with the relevant carrier if the parcel goes missing during the return journey.

16. Order Cancellations

Returns and cancellations apply at different stages of an order.

If your order has not progressed too far through fulfilment, cancellation may still be possible before shipment.

Cancellation requests are handled according to our separate Cancellation Policy.

Once the order has already been dispatched, the return procedure described in this Policy will normally apply instead.

17. Consumer Rights

ReedRunners' 30-day return period is intended to provide customers with additional flexibility rather than replace protections already provided by applicable requirements.

Depending on the circumstances and customer's location, additional rights may apply when products are:

  • Faulty

  • Damaged

  • Incorrect

  • Not as described

  • Not of satisfactory quality

  • Otherwise not compliant with applicable consumer requirements

Nothing in this Policy is intended to exclude, waive or restrict rights that cannot legally be excluded or limited.

18. Return Support

If something needs to come back, our aim is to keep each step clear from the initial request through to the final refund or exchange.

For the quickest assistance with an existing order, we recommend replying directly to your original order confirmation email.

If you cannot access it:

Email: support@reedrunners.com
Phone: +1 406 5058313

Business Address: 449 Brook Lane, Kings Heath, Birmingham, West Midlands, United Kingdom, B13 0BT
Business Branch Address: 6418 Mormon Creek Rd, Lolo, MT 59847, USA

These are business contact addresses and should not be used as return destinations unless our support team specifically authorizes one of them for your return.

Support Hours

Monday–Friday: 9:00 AM–4:00 PM (UTC+0)
Saturday–Sunday: 10:00 AM–2:00 PM (UTC+0)

Messages received outside these hours will be reviewed during the next available support period.