Contact us about any issue - inbox is monitored Monday to Friday, 09:00-18:00

Shop Men's

Shop Women's

Home

Runlimited

Everything you need to know about managing your order or contacting a member of the Runlimited team.

Runlimited Help Centre | Customer Service | Runlimited

How do I cancel my order?

Can I edit or add anything to my order?

Order Management

Do you offer refunds or exchanges?

When will I get my refund?

What’s your return policy?

How do I make a return?

Warranty Claims & Faults

Returns and Refunds

How do I track my order?

What happens if my package is lost or arrives in a damaged state?

What is your shipping policy?

How much does shipping cost?

Do you offer free shipping?

Do you ship worldwide?

Do you offer expedited shipping?

Shipping and Delivery

What do I do if I receive the wrong item in my order?

What do I do if my item(s) arrives damaged?

My order was marked delivered but it’s not here!

Order Issues

How do I apply promo/discount codes?

Do you have an NHS discount?

Do you have a new customer discount?

Do you offer Klarna or other payment terms?

I haven't received my new customer 10% discount code

Payments and Discounts

What to expect from Gait Analysis

How much does Gait Analysis cost?

Cancel or change your Gait Analysis appointment

Where can I get Gait Analysis?

Gait Analysis

Do you sell gift cards?

I haven't received or can't use my e-gift card

Gift cards

Runlimited Store Details

Runlimited Stores

Everything you need to know about managing your order.

Everything you need to know about returns and refunds.

Everything you need to know about shipping and delivery.

Everything you need to know if you have any problems with your orders.

Everything you need to know about payment and discounts.

Everything you need to know about our Gait Analysis

Everything you need to know about Runlimited gift cards.

Everything you need to know about our physical stores.

At Runlimited we stand behind everything we sell. If you believe an item you've bought from us has a manufacturing fault, we want to put it right, and we're committed to doing so fully in line with your legal rights. Everything we sell must be of sat

<p data-sourcepos="3:1-3:218;34-251" id="isPasted">At Runlimited we stand behind everything we sell. If you believe an item you&apos;ve bought from us has a manufacturing fault, we want to put it right, and we&apos;re committed to doing so fully in line with your legal rights.</p><p data-sourcepos="7:1-7:473;304-776">Everything we sell must be of satisfactory quality, fit for purpose, and as described. If an item falls short of that because of a genuine manufacturing fault, you&apos;re entitled to a repair, a replacement, or a refund, depending on the circumstances and how long you&apos;ve had the item.</p><p data-sourcepos="7:1-7:473;304-776">We fully intend to meet all of our obligations under the Consumer Rights Act 2015, and this process is designed to get you to the right outcome as quickly and fairly as possible.</p><p data-sourcepos="9:1-9:16;778-793">In broad terms:</p><ul><li><strong>Within 30 days of receiving your order</strong>, if an item is genuinely faulty you have the choice of a refund or replacement.</li><li><strong>After 30 days and within six months</strong>, we&apos;ll offer a replacement in the first instance; if that isn&apos;t possible or doesn&apos;t resolve the fault, you&apos;re entitled to a refund.</li><li><strong>After six months</strong>, your item is still covered against inherent manufacturing faults, though we will ask for more information to establish that the issue is a genuine inherent fault, present at the time of sale, rather than normal wear and tear.</li></ul><p>Running shoes and kit are consumable, high-wear products, so we assess every claim to ensure there&apos;s a genuine defect in the materials or manufacture, and that what you feel is a fault hasn&apos;t arisen from normal wear or accidental damage.</p><p data-sourcepos="15:1-15:292;1329-1620">Change-of-mind returns are handled under our separate <a href="https://runlimited.co/pages/shipping-returns">Returns Policy</a>.</p><h2 data-sourcepos="17:1-17:25;1622-1646" id="how-we-assess-a-claim">How we assess a claim</h2><p data-sourcepos="19:1-19:205;1648-1852">When you report a fault - no matter how long since purchase - we will assess the item before providing a solution. This is a normal and fair part of the process: it lets us confirm what&apos;s happened and make sure genuine faults are resolved properly.</p><p data-sourcepos="21:1-21:380;1854-2233">Where helpful, we work directly with the brand that made the product, drawing on their technical expertise so that faults are assessed as objectively and consistently as possible. Whatever the outcome of that assessment, your claim is with us as the retailer, and we take responsibility for putting things right where a fault is confirmed.</p><p data-sourcepos="23:1-23:100;2235-2334">To assess your claim quickly, we need clear photographs of the item. Please follow the guide below.</p><h2 data-sourcepos="25:1-25:19;2336-2354" id="what-to-send-us">What to send us:</h2><h4 data-sourcepos="27:1-27:13;2356-2368" id="footwear">Footwear</h4><p data-sourcepos="29:1-29:16;2370-2385">Please provide images of:</p><ul><li>The full outsoles (bottoms) of <strong>both</strong> shoes</li><li>The sides (inner and outer) of any shoe affected by a fault</li><li>A top-down view of <strong>both</strong> shoes</li><li>The label inside the shoe</li><li>One or more close-ups of the fault(s)</li></ul><p>Additionally, please provide:</p><ul><li>The approximate mileage run in the shoes</li><li>Weather conditions the shoes have been used in</li><li>Surfaces the shoes have been used on (road, gravel, trail, treadmill)</li><li>Whether the shoes have been washed and dried</li></ul><h4 data-sourcepos="37:1-37:26;2614-2639" id="apparel--accessories">Apparel &amp; accessories</h4><p data-sourcepos="39:1-39:16;2641-2656">Please provide images of:</p><ul><li>A full image of the front</li><li>A full image of the back</li><li>An image of the label</li><li>One or more close-ups of the fault</li></ul><p data-sourcepos="46:1-46:260;2775-3034">Clear, well-lit photos in natural light are ideal, and the more detail you can show of the fault itself, the faster we can assess it. In some cases we may ask you to return the item so we can inspect it more closely, if we do, we&apos;ll cover the cost of return.</p><h2 data-sourcepos="48:1-48:21;3036-3056" id="claim-process">Claim process</h2><ol><li><strong>Submit your claim</strong> with the photos above and your order number to <a href="mailto:customercare@runlimited.co">customercare@runlimited.co</a></li><li><strong>We assess it,&#xA0;</strong>reviewing the images and, where appropriate, consulting the supplier brand.</li><li><strong>We come back to you</strong> with a clear outcome. If the item is faulty, we&apos;ll set out your remedy in line with your rights under the Consumer Rights Act. If our assessment shows the issue isn&apos;t a manufacturing fault, we&apos;ll explain exactly what we&apos;ve found and talk you through your options either way.</li></ol>

All articles

Categories

Order Management

Returns and Refunds

Shipping and Delivery

Order Issues

Payments and Discounts

Gait Analysis

Gift cards

Runlimited Stores

Warranty Claims & Faults

Articles

Warranty Claims & Faults