Step 1 — Contact us first. Use our contact page or email dispatch@therunners.co.za with your order number and a short description of the issue.

Step 2 — Wait for our reply. Do not send goods back until we confirm the return address and method (courier, drop-off, or other). Unauthorised returns may be delayed or refused.

Step 3 — Pack safely. Use the original packaging where possible. Include a note with your order number and return reason.

For many online purchases, the Electronic Communications and Transactions Act ("ECTA") may give you the right to cancel within seven (7) days of receiving the goods, without having to give a reason, subject to legal exceptions.

Common exceptions include: goods made or altered to your personal specifications; clearly personalised or customised items; goods that cannot reasonably be resold (for example unsealed items where hygiene or similar applies); perishable goods; and other categories the law excludes. If you are unsure whether your order qualifies, ask us before opening or using the product.

If your cancellation is valid under ECTA, we will refund you within the timeframes the law requires, minus any deduction the law allows (for example for diminished value if you handled the goods beyond what was necessary to inspect them).

If your order arrives damaged in transit, is not what you ordered, or has a material defect, tell us as soon as you can and within fourteen (14) daysof delivery. Longer periods may apply under the Consumer Protection Act ("CPA") or a manufacturer warranty—we will honour those where they apply.

We may offer repair, replacement, or refund in line with the CPA. Where the problem is our error or a fault in the goods, we will usually cover return shipping that we approve in advance. Keep photos of the packaging and the item where damage or a wrong item is involved; it helps us resolve things faster with couriers or suppliers.

Approved refunds are sent to your original payment method where banks and payment providers allow. Processing can take several business days after we receive and inspect the return, depending on your bank or card issuer.

If we cannot supply something you paid for (for example it is out of stock), we will refund you as soon as practicable and within the maximum period described in our Terms & Conditions.

Outside of statutory cooling-off or other legal rights, we only accept change-of-mind returns if we have explicitly said so (for example in an email or on a product page). Unless we agree otherwise in writing, you pay return shipping for change-of-mind returns.

Items should be returned unused and, where relevant, with tags, accessories, and original packaging, except to the extent you had to unpack or inspect them as a reasonable customer would. We may refuse a refund or apply a fair deduction if the item is damaged, excessively worn, or missing parts through your handling.

Delivery, risk, ownership, and detailed legal terms are set out in our Terms & Conditions. For order issues outside returns, use the contact page.