Returns
Thank you for shopping at Run North West.
We understand that sometimes you’ll need to return items to us. If you are not entirely satisfied with your purchase, we're here to help.
If you’ve changed your mind about keeping your purchase, it doesn’t fit, it’s faulty or it’s just not for you, please return it in its original condition (un-worn) with proof of purchase and we’ll exchange or refund it.
You can return or exchange items by post, or in-store at our Wilmslow store.
TRACKED UK RETURNS SERVICE
We recommend using our subsidised tracked returns service with Royal Mail.
The subsidised returns cost is £3 per returns label. Each label covers one parcel. For footwear, each parcel can contain up to 2 pairs of shoes due to weight limits and insurance coverage. If you are returning more than 2 pairs, please split them into separate parcels (up to 2 pairs per parcel) and generate a separate returns label for each parcel.
Please note the £3 returns label cost will be deducted from your refund.
Please include a note in your return parcel specifying whether you require a refund or an exchange (subject to availability). Refunds and exchanges will be processed within 3 business days of receipt and inspection/approval.
Please use the following link:
Tracked Returns | Royal Mail Group Ltd
To ensure your returns label is generated smoothly, please enable cookies and use a standard (non-private/incognito) browser. This lets the system fill in your information correctly and create your label without issues. We also suggest clearing your cache to prevent any outdated. information being shown.
RETURNS POLICY
You have 90 calendar days to return the item to us.
For Garmin, Coros, or Oakley items, please email us first at run@runnorthwest.co.uk with your reason for the return. Once approved, please send the item using Royal Mail Special Delivery from your local Post Office.
Items must still be returned inline with our standard returns policy, see website Terms of service for more details.
To be eligible for a return, your item must be unused, in the original packing, and in the same condition that you received it.
Any worn or unclean products will be returned to you.
Please use suitable outer packaging, such as the mailing bag your parcel was delivered in. Do not tape directly onto the shoe box, as it must remain in its original condition.
Please note we cannot accept shoe returns without the original shoe box.
If you do not wish to use our tracked returns service please send the parcel back to the following address. We recommend using a tracked service as we cannot take responsibility for parcels lost in transit:
Run North West
Returns Department
1 Kings Close
Wilmslow
SK9 5EB
REFUNDS
We aim to process refunds within 3 working days of receipt, however during busy periods such as sale events and Christmas please allow 7 working days for your refund. If your return is approved following inspection, we will initiate a refund to your credit card (or original method of payment).
Once completed, you will receive an email confirmation.
You will receive the credit within a certain amount of days, depending on your card issuer's policies.
If 5 working days has passed since our receipt of the parcel and you have still not received an email confirmation of either a refund or an exchange please contact run@runnorthwest.co.uk
EXCHANGES
As our stock availability changes daily, we recommend purchasing the correct size on our website now and returning the unworn item for a refund, as this is usually the quickest way to secure the size you need.
Please note that we are unable to hold stock. If your requested item is unavailable when we receive your return, a refund will be issued automatically.
If you would prefer an exchange (subject to availability at the time your return is processed), please include a note inside the box with your request. Exchanges can only be made for the same product in a different size.
Exchanges are processed within 3 business days of receipt and then dispatched via Royal Mail Tracked 24, which is typically delivered the next working day.
FAULTY ITEMS
If you find a fault with your item, or your item is not as described, please e-mail run@runnorthwest.co.uk who can help and advise the best way to deal with your issue.
To help our team make an informed decision, please attach the following photos:
- A photo of the fault itself (clearly showing the issue).
- If the item is a shoe: A clear photo of the soles (to check wear patterns).
We aim to get back to you within 24 hours of receipt of your parcel, although during busy periods this may take slightly longer.
Please note: If an item is agreed to be faulty, it is a mandatory requirement from the manufacturer that the item be returned to us. Once this is agreed, you can use our tracked returns service and the £3 returns label charge will not be deducted.
Occasionally, if we're struggling to locate a fault, we may request a second opinion from the product manufacturer.
CANCELLATIONS
If you wish to cancel your order prior to dispatch, please contact us as soon as possible at run@runnorthwest.co.ukafter placing your order. We will do our best to cancel your order before it is processed for delivery; however, cancellations are not always possible once an order has been placed.
Please note that between 8am and 4pm we are less likely to be able to cancel your order, as orders are often already being processed or prepared for dispatch during this time.
NON REFUNDABLE ITEMS
The following items are excluded from our returns policy, unless faulty or not as described:
• Nutritional products that have been unsealed and opened
• Personalised products
• Underwear which has been worn, including socks
• Gift cards
We can only process refunds for authentic products originally purchased from Run North West. If an item returned to us is found to be not originally purchased from us, it will not be eligible for a refund and will be returned to the customer.