Returns and Refunds Policy

Effective Date: 20 July 2026

Welcome to the Returns and Refunds Policy for On Running UK Ltd (trading as On). We want you to be completely satisfied with your purchase of our running shoes, apparel, and accessories. If you need to return an item, this policy sets out your rights, timeframes, and the process for returns and refunds in accordance with UK consumer law.

  1. Your Right to Cancel under UK Law

1.1 Statutory Cancellation Period Under the Consumer Contracts Regulations 2013, you have the right to cancel your online order within 14 days from the day you, or a third party indicated by you, receive the goods.

1.2 Our Voluntary Extended Return Window To give you extra peace of mind, we voluntarily extend this return period. You can return any products purchased from uk-oncloud.com within 30 days from the date of delivery for a full refund or exchange, subject to the conditions outlined below.

  1. Condition of Returned Items

2.1 Resalable Condition To qualify for a full refund, all returned items must be in a new, unused, and resalable condition. This means running shoes must not have been worn outside, apparel must have all original tags attached and be free from stains or odours, and accessories must be in their original unopened packaging.

2.2 Diminished Value We reserve the right to reduce your refund amount if the value of the goods has been diminished by unnecessary handling (for example, if shoes show clear signs of outdoor wear or if original packaging is severely damaged).

  1. Exceptions to the Returns Policy

3.1 Non-Returnable Items For hygiene and safety reasons, certain items cannot be returned unless they are faulty. This includes underwear, sports bras, socks that have been removed from their packaging, and water bottles that have been unsealed.

3.2 Personalised Goods Any items that have been custom-made or personalised to your specifications are non-refundable and cannot be exchanged unless they arrive damaged or faulty.

  1. How to Return an Item

4.1 Initiating a Return To start a return, please visit our website at uk-oncloud.com and log into your customer account, or visit our online returns portal. Enter your order number and email address to select the items you wish to return.

4.2 Return Shipping Fees We offer free returns for all UK orders. Once your return is requested online, you will receive a prepaid shipping label via email, or a QR code that can be scanned at your local drop-off point.

4.3 Packaging and Posting Please pack the items securely in their original packaging, ensuring the outer box is well sealed. Attach the prepaid return label or use the QR code at an authorized UK drop-off point, such as a Post Office or designated courier drop-off location. Please retain your proof of postage until your refund has been processed.

  1. Refunds Process and Timelines

5.1 Processing Time Once your return is received at our warehouse, our team will inspect the items. This inspection process typically takes between 3 to 5 working days from arrival.

5.2 Issuing the Refund If your return is approved, we will issue a full refund to your original method of payment. You will receive an automated email confirmation once the refund has been processed.

5.3 Time for Funds to Clear Depending on your bank or credit card issuer, it usually takes an additional 5 to 10 working days for the refunded funds to appear in your account.

  1. Exchanges

6.1 Requesting an Exchange If you would like a different size or colour of the same item, you can request an exchange through our online returns portal within 30 days of delivery.

6.2 Delivery of Exchanged Items Exchanges are subject to stock availability. If the requested item is in stock, it will be dispatched to you free of charge within 2 working days of your original item being inspected and approved at our warehouse. If the item is out of stock, we will automatically issue a refund instead.

  1. Faulty or Damaged Goods

7.1 Consumer Rights Act 2015 Under the Consumer Rights Act 2015, you have statutory rights regarding goods that are faulty, not as described, or not fit for purpose.

7.2 Within 30 Days of Delivery If your product develops a manufacturing fault within 30 days of delivery, you are entitled to an immediate full refund, repair, or replacement.

7.3 After 30 Days of Delivery If a fault develops after 30 days but within 6 months of delivery, please contact our support team. We will attempt to repair or replace the product. If we cannot do so, you may be entitled to a partial or full refund.

7.4 Reporting Faulty Goods To report a fault, please email [email protected] with your order number, a brief description of the fault, and clear photographs showing the issue. Do not return faulty goods until you have contacted our support team for instructions.

  1. Data Protection

8.1 Processing Personal Data We process the personal information you provide during the returns process (such as your name, contact details, and payment details) in accordance with the UK GDPR and our Privacy Policy. This data is used solely to manage your return and prevent fraudulent activity.

  1. Contact Us

If you have any questions about this Returns and Refunds Policy or need assistance with a return, please contact us using the details below:

Company Name: On Running UK Ltd (trading as On) Registered Office Address: 169 Regent St., London, W1B 4JG, United Kingdom Company Number: 13705194 Jurisdiction: England & Wales Website: uk-oncloud.com Contact Email: [email protected]