At On Running Footwear, we engineer our returns process with the same Swiss precision as our performance footwear. If your gear doesn’t help you Run Different, we’ll make it right.

Key Details:
  • 15-day return window from delivery date
  • Free returns for defective items
  • Original condition required (unworn with tags)
  • Refunds processed within 5 business days

Our Return Policy

We stand behind every pair of Running Shoes, Trail Running Shoes, and Hiking Shoes we engineer. If you’re not completely satisfied, you may return unworn, undamaged merchandise with original tags within 15 days of delivery for a full refund or exchange.

Note: For hygiene reasons, Socks cannot be returned unless defective.

How to Return

  1. Initiate Your Return: Email our runner support team at [email protected] with your order number and return request using the template below.
  2. Pack Securely: Return items in original packaging with all tags attached. Include the original packing slip.
  3. Ship Back: Use the prepaid return label we’ll email you (US customers) or ship to:
    On Running Returns
    3439 Radio Park Drive
    Homer, US 30547

Return Request Template

Subject: Return Request for Order #[Your Order Number] Dear On Running Support Team, I would like to request a return/exchange for my recent order: Order Number: [Insert] Item(s) for Return: [Product Name, Size, Color] Reason for Return: [Select: Wrong Size/Exchange, Defective, Other] Preferred Resolution: [Refund, Exchange for Size XX] Please send return instructions at your earliest convenience. Best regards, [Your Full Name] [Your Email Address] [Your Contact Number]

Refund Process

Once we receive your return:

  • Processing Time: 3-5 business days after warehouse receipt
  • Refund Method: Original payment (Visa, MasterCard, JCB, PayPal)
  • Timing: Credit card refunds appear within 5-10 business days depending on your bank

Exchanges

Need a different size in our Lifestyle Sneakers or Tennis Shoes?

  1. Follow the standard return process
  2. Note your desired size/color in the return request
  3. We’ll ship your new pair once the return is processed

Pro Tip: For fastest service, place a new order and return the original separately.

International Returns

For customers outside the US (excluding restricted regions):

  • Return shipping costs are the customer’s responsibility
  • Use a trackable courier (DHL/FedEx recommended)
  • Mark as “Returned Goods” to avoid customs fees

Damaged or Defective Items

If your Walking Shoes or other gear arrived with manufacturing defects:

  • Contact us within 7 days of delivery
  • Include photos of the issue
  • We’ll provide a prepaid return label and priority replacement
Runner’s Note: Our return policy is designed with the same attention to detail as our CloudTec® cushioning. Questions? Email [email protected] – we respond with the speed of our lightest racing flats.