Refund policy

RETURNS 

We are happy to accept returns for unwanted items within 28 days of delivery.

Please read the following conditions carefully before returning your items:

  • Online orders can be returned to our warehouse or to our stores, however, if purchased via PayPal or Klarna then we can only exchange to the same value in store.
  • In store purchases can only be returned to an Up & Running store.
  • If returning to our warehouse, you are responsible for returning the item(s) to us. We recommend that you obtain sufficient postal insurance for the value of the goods returned in case your item goes missing on its way back to us. 
  • All Electronics can only be returned if in fully resalable condition, within original packaging still sealed, & not having been switched on.

We'll refund all items which: 

  • Are returned to us within 28 days of receipt. 
  • Are returned to us in perfect condition (not worn or used outside), in their original and undamaged packaging and with the labels attached. Shoe boxes should not just be taped up and put in the post – they must be returned in protective outer packaging.
  • Any items which are not in a clean, dry, and hygienic condition will be returned to the customer and will not be eligible for a refund. The customer will also be charged £4.99 for the return postage.
  • For health and hygiene reasons, we are unable to accept the return of any item that has been worn, particularly underwear and socks. 
  • Multibuy items: If you purchase a multibuy offer and return part of your initial purchase, you will only be refunded the difference between the price paid for multibuy and the price of the single returned item. e.g. Multibuy price paid £140 for 2 pairs, price for single pair is £79.99, refund for one returned pair is £60.01.

Your statutory rights are not affected by any of the above conditions.  

 

HOW TO RETURN ONLINE (only available for online purchases)

  • Please pack your parcel up securely and return it in the outer packaging (i.e. shoe boxes must not just be taped up and posted back). 
  • Include the delivery note, returns form with the reason for return clearly stated. 
  • You are responsible for returning the item(s). We recommend that you obtain sufficient postal insurance for the value of the goods returned in case your item goes missing on its way back to us. 
  • Refunds will be made via the original payment method. 
  • If you have any enquiries about returning your item, please email customerservices@upandrunning.co.uk.

 

RETURN  ADDRESS  

Returns Department

Up & Running (UK) Ltd

Unit 5C,

Birchwood Mews,

Harrogate,

HG2 8DN

 

HOW TO RETURN IN STORE (available for products bought in store or online)

If an item was purchased in store then it can only be returned to an Up & Running store.

Please ensure: 

  • The item is returned with the original receipt.
  • The item is returned within 28 days of purchase. 
  • The item is returned in perfect condition, (not worn or used outside) with original packaging and labels. 
  • For health and hygiene reasons, we are unable to accept the return of any item that has been worn, particularly underwear and socks. 
  • Refunds can only be made via the original payment method. 
  • In store purchases can only be returned in store, they cannot be returned to our warehouse.

Your statutory rights are not affected by any of the above conditions. 

 

EXCHANGES 

Exchanges are offered (subject to availability) for the same make and model of the original product purchased. If we are unable to fulfil your exchange request, you will be refunded. 



BUNDLES / FREE GIFT RETURNS 

  • For a full refund, please ensure all items from the bundle deal or free gift promotion are returned. 
  • Partial bundle returns will be refunded pro-rata. 
  • Free gifts must be returned with their parent product in order to receive a full refund, otherwise, the parent product will be refunded minus the free gift RRP value. 
  • Free gifts are not refundable on their own. 

 

REFUNDS 

  • We'll refund your item via your original payment method, minus the delivery fee. 
  • We try our best to process all refunds within 48 hours of receipt (Monday to Friday), however, during busy periods allow up to 7 working days for your refund. 
  • When we've completed your refund, we'll send you an email to let you know. 
  • Once purchased, gift vouchers cannot be redeemed or refunded for a cash (except where required by law). Gift vouchers cannot be exchanged or resold. 
  • Any refunds will be made after goods have been received and inspected. 

 

BROOKS RUN HAPPY GUARANTEE 

If you have purchased a Brooks product with us, this is covered by their 90 Day Brooks Run Happy guarantee.  In this instance, if you are not satisfied with the Brooks product, there are 90 days to return the item to us, with its original packaging and receipt of purchase. We will then issue a refund on the return of the product. If you have any questions with regards to the Brooks 90 day Run Happy guarantee, please email; customerservices@upandrunning.co.uk and we will endeavour to get back to you as soon as possible. *Please note we are only able to offer this 90 day guarantee on Brooks products.