Refund policy

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights. Everything below is either how we apply them, or something we offer on top of them.

30-day change of mind

Australian law does not require online sellers to accept change-of-mind returns. We accept them anyway. You have 30 days from delivery to send an item back for any reason at all, including simply not liking it or ordering the wrong size.

To qualify, the item must be unused, in resaleable condition and complete with its original packaging. Return postage for a change of mind is at your cost.

Insoles are a hygiene item. We can accept a change-of-mind return only if they have not been worn in a shoe. You can hold them against your existing insole to check the size — that does not count as wearing them. Once they have been walked or run in, they cannot be returned for change of mind. This does not affect your rights if they are faulty.

Faulty, damaged, wrong or not as described

If this happens, it is our problem, not yours. We cover the return postage, and where the failure is major you choose between a replacement and a full refund. Email hello@runorfit.com with your order number, a description of the problem and photographs of the item and its packaging.

A split seam, a zip that fails, a buckle that snaps in normal use, a reflective strip that lifts away, or insoles that break down far sooner than they should are all failures of acceptable quality. Ordinary wear from use over time is not.

How to start a return

1. Email hello@runorfit.com with your order number and the reason for the return.
2. We reply within 2 business days with a return authorisation and the correct return address.
3. Send the item back with tracking and give us the tracking number.

Please do not post anything back before you have received the return address from us. Parcels sent to an address you found elsewhere cannot be traced or refunded.

Refunds

Refunds are issued to your original payment method within 5 business days of the returned item reaching us, or within 5 business days of us agreeing to refund you without a return. Your bank or card issuer may take a few extra days to display the credit. We do not charge restocking fees.

Cancelling before dispatch

If your order has not yet been handed to the carrier we will cancel it and refund you in full — email us with your order number as soon as you can.

Lost or undelivered parcels

If your order has not arrived within 30 business days of dispatch, we resend it or refund you in full, at your choice. You will not be asked to keep waiting indefinitely.