Returns
Runsmart is dedicated to providing a quality product to our customers. Occasionally mistakes happen during the ordering, manufacturing or shipping process. We will happily arrange an exchange if your product(s) are faulty or do not match what was confirmed in the ordering process.
Conditions
- Goods must be returned within 7 days of receipt.
- Goods must be UNUSED and in original condition, with all packaging and tags intact.
- Garments must have no marks, makeup, the smell of cosmetics, perfume, deodorant, washing powder or any other scent.
- Goods that have been customised / personalised with custom embroidery / printing will NOT be accepted for refund / exchange unless the product is faulty.
- We do not accept any refund for a change of mind on any products ordered from Runsmart.
- If an incorrect size is ordered for a customised garment, we are unable to exchange this for the correct size. The garment will have to be reordered.
Warranty
Runsmart is committed to supplying products that are fit for purpose and of a quality that will withstand an extended period of reasonable use. For example, Hi Vis garments are recommended to be replaced every 3-6 depending on sun exposure and wash frequency.
For garments, we ask that you pay close attention to the care instructions for each item.
For any concerns regarding suitability for purpose of an item, please contact your Runsmart account manager immediately.
We will assess the request based on the duration of use and for garments if the care instructions have been followed, in order to determine if the product is suitable for repair or replacement.
How to return
Returns process
1 • Get in touch
Please fill out the returns form below to request a return.
This form needs to be submitted before you send your item back to us – this will help us process your return quickly.
2 • Our team will contact you
One of our Customer Service team members will contact you via email with instructions on how to create your return shipping label to get your item back to us.
3 • Pack & Send
Box up the item securely, so it reaches us safely. If possible re-use the original packaging, if you no longer have this use a similar size box.
Following the instructions emailed to you, print your return shipping label, and tape it to the front of the box.
Drop the parcel off at either an Australia Post Outlet.
4 • The next step
Returns from metro areas usually arrive to us within 7 business days, and can be longer from regional or remote areas. We will process your exchange, refund or store credit within 5 business days of your return arriving back to us.
We’ll be in touch as soon as your return is complete.
Returns form
FAQs
Can I get free shipping?
If you’d like to confirm whether your return will be eligible for free return shipping, please contact our customer service team directly via email. Please note we are not able to cover return postage fees on all return types.
What if I change my mind?
Unfortunately as many of Runsmart’s products are made especially for you, we cannot accept change of mind returns.
What if my item arrives damaged?
Please complete our above returns form to get in contact with us.
Need some more help?
Please contact our customer service team 9am – 5pm AEST, Monday to Friday, excluding public holidays.
Our policies
You can view our other policies here.