Returns & Exchanges

Return & Exchange Policy

We want you to love every Runsonn purchase. If you need to return or exchange an item, we’re here to make the process quick and stress-free.
Please email us at info@runsonn.com or call 518-870-8550 — our customer care team will guide you through your return or exchange.

Once your request is approved, you’ll receive either a Return Authorization Number (RMA) or a prepaid return label.
If your order qualifies for free returns, you do not need a Return Authorization Number.

Return Eligibility

  • Items must be unused, unworn, and in 100% brand-new condition.

  • All original packaging, labels, and accessories must be included.

  • Returns must be made within 30 days of your original order date.

  • Refunds are issued to the original form of payment once your return is inspected.

  • After 30 days, approved returns may be exchanged or issued as store credit (valid for one year).

  • Shipping fees (original and return) are non-refundable unless the return is due to an error or a defective item.

How to Package Your Return

For Shoes

You’ll receive a white return bag with your order.

  • Place your shoebox inside the white bag — do not tape or label the shoebox directly.

  • Attach your return label to the bag, or clearly write your RMA number on it.

  • Ship using the carrier of your choice (if no label was provided).

Shoes must show no signs of wear, such as dirt, scuffs, or sock fuzz.
Please try them indoors only (on carpet or a clean surface).

For Apparel

All clothing must be unworn, unwashed, and returned with all original tags attached.

For Accessories & Equipment

Accessories (e.g., socks, caps, bags) must be unused and in original packaging.
Any fitness or recovery gear must be unopened and undamaged.

For Electronics

Electronics such as sport watches or sensors must be unused, untested, and returned in their original packaging.

For Nutrition or Care Items

Returns are accepted only for unopened products in original packaging.

Return Timeline

  • Returns are processed within 2 business days after we receive your package.

  • Refunds may take 3–5 business days to appear in your account depending on your bank or payment provider.

Free Returns & Exceptions

You are eligible for a free return label if your product page displayed
“Shop Confidently with FREE RETURNS.”

Please note:

  • Runsonn reserves the right to revoke free return privileges if an account shows excessive or repeated returns.

  • Orders to Alaska, Hawaii, Puerto Rico, APO/FPO addresses, or U.S. Territories do not qualify for free return shipping.

  • Customers are responsible for return shipping costs unless the product is defective or incorrect.

Important Return Instructions

To ensure smooth processing:

  1. Include your RMA number on the outside of the package and on any enclosed paperwork.

  2. Add a short note describing the reason for the return or exchange — e.g., “Too small. Request refund.”

  3. Use protective outer packaging (such as a box or brown paper wrap) to keep the original shoebox in perfect condition.

  4. Improperly packaged or damaged returns may be refused.

 

⚠️ Tip: Do not tape or label the shoebox directly. We need the original box in resellable condition.

 

Cancellations & Order Changes

We understand plans change! If you need to cancel or modify your order, contact us as soon as possible.
Our fulfillment process begins quickly, so once your order ships, changes or cancellations may not be possible.

  • 📧 Email: info@runsonn.com

  • 📞 Phone: 518-870-8550
    (Customer Service Hours: Monday–Friday, 9 AM – 6 PM EST)

Damaged, Defective, or Incorrect Items

If your order arrives damaged or incorrect, please reach out immediately.
We’ll cover all shipping costs and arrange a replacement or refund as quickly as possible.

Return Abuse Policy

We value our loyal customers and free return program. However, repeated high-volume returns (e.g., ordering the same item multiple times or excessive exchanges) may result in the suspension of prepaid return privileges.

We Appreciate Your Business

At Runsonn, we strive to ensure every pair of shoes and every piece of apparel enhances your performance and comfort.
Thank you for trusting us — your satisfaction drives everything we do.