At On Running Store, we stand behind our Swiss-engineered performance gear just like we stand behind your running journey. If your purchase doesn’t meet your expectations, our straightforward returns process ensures you can shop with confidence.

Our Return Policy

We accept returns within 15 days of receiving your order. To be eligible for a return:

  • Items must be unused, in original condition with all tags attached
  • Original packaging must be intact
  • Proof of purchase is required

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

  • RUNNING SOCKS (unless defective)
  • Any items marked as final sale
  • Personalized or customized products

How to Initiate a Return or Exchange

Follow these steps to process your return or exchange:

  1. Contact our team within 15 days of receiving your order by emailing [email protected] with your request using the template below
  2. Wait for approval – Our team will respond within 2 business days with return instructions
  3. Package your items securely in the original packaging
  4. Ship your return to our Dallas facility using a trackable shipping method
  5. Receive confirmation once we process your return (typically within 3-5 business days of receipt)

Return Request Template

Subject: Return/Exchange Request – Order #[Your Order Number] Dear On Running Store Team, I would like to request a [return/exchange] for my recent order (#[Your Order Number]). Details: – Product Name: [Product Name] – Size/Color: [If applicable] – Reason for Return: [Brief explanation] Please advise on next steps. Best regards, [Your Full Name] [Your Contact Information]

Refund Process

Once we receive and inspect your return:

  • Timing: Refunds are processed within 5-7 business days after we receive your return
  • Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error

Exchanges

For size or product exchanges:

  • Follow the same process as returns
  • Include a note specifying your desired replacement item
  • We’ll ship the new item once we receive your return (additional shipping charges may apply)

International Returns

For customers outside the US:

  • You are responsible for return shipping costs and any applicable customs fees
  • Please mark the package as “Returned Goods” to avoid additional charges
  • Refunds will be issued in USD and may be subject to exchange rate fluctuations

Damaged or Defective Items

If you receive a damaged or defective product:

  • Contact us immediately at [email protected]
  • Include photos of the damage/defect
  • We’ll arrange a free return and expedited replacement

Return Shipping Address

All returns should be sent to:

On Running Store Returns
389 Jones Street
Dallas, TX 75212
United States

Note: We recommend using a trackable shipping service as we cannot be responsible for items lost in transit.

For any questions about our returns policy, don’t hesitate to reach out to our customer service team at [email protected]. We’re here to help you get back on track with your running gear needs.