Refund Policy

Last updated: 30/09/2026

We understand that sometimes an item does not work out. If your item was purchased from runitlondon.co.uk and is eligible under this policy, you may request a return or exchange.

Your Right to Cancel

If you are a consumer, you have the legal right to cancel your order within 14 days without giving any reason. The 14 days start the day after you receive the item (or the last item, if your order arrives in parts).

To cancel, tell us before the 14 days are up by emailing support@runitlondon.co.uk with your order number. You can use the model cancellation form at the end of this policy, but you do not have to. You then have a further 14 days from telling us to send the item back.

This right does not apply to personalised items (see below). Our 30-day returns for full-price items go further than this legal right; clearance items have the 14-day right only.

Returns Eligibility

You may return eligible items within 30 days of delivery for a refund or exchange. The same return and exchange rules apply to stocked and made-to-order items, except clearance and personalised items, which are covered below.

Returned items should be in their original condition and returned in the original packaging with any included accessories. You may try an item on to assess fit, as you would in a physical retail store.

We may issue a reduced refund if an item shows wear, damage, alteration, staining, strong odours or contamination beyond what is needed to check it.

Clearance Items

Items sold at a clearance price (marked "Ready to Ship" or "Clearance") have the 14-day right to cancel described above: tell us within 14 days of delivery, then send the item back within 14 days of telling us. Please return it unworn and unwashed, with its tags and packaging.

Clearance items are refunded, not exchanged. Clearance stock is limited, so we cannot hold or swap sizes.

You pay the cost of sending a clearance item back. We refund the item and the standard delivery charge as set out under Return Costs.

If a clearance item arrives faulty, damaged or incorrect, the "Faulty, Damaged or Incorrect Items" section applies in full.

Personalised Items

Items made or altered to your specification, including an Instagram handle, custom text, number plate or wanted stars, cannot be returned or exchanged unless they arrive faulty, damaged or incorrect. This applies to personalised clearance items too.

You will be asked to confirm this before adding a personalised item to your bag. Please check your spelling and size carefully: we print exactly what you enter.

When We May Refuse a Return

Outside your 14-day right to cancel, we may refuse a return if the request is made more than 30 days after delivery, the item has been washed, altered or heavily worn, the item has been damaged through misuse or poor care, or original packaging or included components are missing.

Within your 14-day right to cancel, we will not refuse a refund for these reasons, but we may reduce it to reflect any loss in value caused by handling the item more than was necessary to check it.

None of this affects your rights if an item is faulty, damaged or incorrect.

Faulty, Damaged or Incorrect Items

If an item arrives faulty, damaged or incorrect, please contact us as soon as possible, ideally within 30 days of delivery, with your order number and photographs where relevant.

When the issue is our fault, we cover reasonable return postage and will offer a repair, replacement or refund in accordance with UK consumer law.

Return Costs

UK orders: returns are free. Email us with your order number and we will send you a prepaid returns label. This covers full-price items returned for any reason within 30 days of delivery. Clearance items are not included: you pay the cost of sending a clearance item back.

Orders outside the UK: for a change of mind or a size that was ordered incorrectly, you pay the cost of returning the item to us. Please use a tracked service and keep proof of postage.

If you cancel within your 14-day right to cancel, we also refund the delivery charge you paid for Standard delivery. If you chose Express or Rush delivery, we refund the cost of Standard delivery only.

For returns after those 14 days, original delivery charges are not refunded unless the item is faulty, damaged or incorrect.

Refunds

Once your return is received and inspected, an approved refund will be issued to the original payment method within 14 days of receiving the returned item or proof that you have sent it, whichever is earlier.

Exchanges

Exchanges may be requested within 30 days of delivery, subject to availability and eligibility. For a customer-requested size exchange, UK returns are free (we send a prepaid label); outside the UK you pay the postage to return the item to us. Once the returned item is received and accepted, we ship the replacement item. Clearance and personalised items cannot be exchanged.

If the exchange is for an item that we sent incorrectly or that is faulty or damaged, we cover the reasonable return postage and arrange an appropriate remedy. If an exchange is not possible, a refund or store credit will be offered where appropriate.

How to Start a Return or Exchange

Contact support@runitlondon.co.uk and include your order number, full name and reason for the return or exchange. For UK orders we reply with a prepaid returns label. You can also send us an Instagram DM.

Model Cancellation Form

Complete and return this form only if you wish to cancel your order. An email with the same details is fine.

To: RunIt London, support@runitlondon.co.uk
I hereby give notice that I cancel my contract of sale of the following goods:
Ordered on / received on:
Order number:
Name:
Address:
Signature (only if this form is sent on paper):
Date:

Your Statutory Rights

This policy does not affect your statutory rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015.