Return & Exchange Policy

Return & Exchange Policy

We want you to be happy with your new product. If for some reason you are unsatisfied you have the option to return the product to us.

ON AND OFF RUNNING has a 7-day return/exchange policy within Australia and New Zealand. You may return or exchange the product provided they are unworn and in their original packaging.

When returning products to us please note the following:

  • The box in which the products are packed are just as important, so please do not place any tape or shipping forms on the box or mark the box. Your return may be rejected if the box is damaged in any way.
  • Shoes that are dirty, scratched or damaged cannot be returned. Please try on your shoes on a clean surface when testing them for size.
  • If the product you received includes additional laces, these must be returned with the product.
  • Shipping fees for returns are responsibility of the customer.

We reserve the right to refuse the return if the above policy guidelines have not been met.

 

Refunds

You can receive a refund if you would like to return the product. The product must be returned within 7-days and be in its original condition including the original product box.

To return a product for refund, please take the below steps:

1. Pack the unworn product into its original box and include additional laces (if applicable).

2. Place the box with the product you are returning into another carton.

3. Label the carton with our address.

Return address:

ON AND OFF RUNNING, Unit 8 / 3 Apollo Street, Warriewood NSW 2102

4. Mark the external box with your order number to ensure a quick refund.

5. Send the product to us with your preferred carrier.

Returns can take up to 7 days to reach us. They will be processed immediately when received and your refund will be credited to the original method of payment. Please note that depending on your financial institution the refund may take longer to be credited.

If the product you are returning does not comply with our 7-day Returns Policy we will not process the refund and you will be notified by email.

 

Exchanges

You can exchange your product within 7-day for another size if they do not fit you or for another style should you be unhappy with your purchase. Please return the product to us in its original condition. Failure to do so may result in us rejecting to exchange the product.

To return for an exchange in size/style:

1. Send us an email at: info@onandoffrunning.com.au stating your order number and the size/style you would like to exchange it for. We will check availability of the preferred size/style and let you know. If the preferred size/style is not available, we will refund you.

2. Pack the unworn product into its original box and include additional laces (if applicable).

3. Place the box with the product you are returning into another carton.

4. Label the carton with our address.

Return address:

ON AND OFF RUNNING, Unit 8 / 3 Apollo Street, Warriewood NSW 2102

5. Mark the external box with your order number to ensure quick processing of the exchange.

6. Send the product to us with your preferred carrier.

Once we have received the product we will check if it complies with our Returns Policy. If the product is in its original condition, we will process the exchange. Once the exchange has been processed we will email you with the tracking number of your product.

 

Faulty Items

If you have received an item with a defect, please contact us at: info@onandoffrunning.com.au

Please include the following in your email:

  • Order number
  • Picture showing the defect

We will then contact you and resolve the issue as soon as possible.

 

Wrong Item Received

If you have received the wrong item, please contact us at:

info@onandoffrunning.com.au

Please include the following in your email:

  • Order number

We will aim to resolve this as fast as possible and send you the correct item.

Costs for returning a wrong item to us will be carried by ON AND OFF RUNNING.