Eligibility for Returns
We accept returns for all items that have production faults or were damaged in transit. Many of our items are personalised according to the client’s specific design; therefore, we cannot accept returns for such items if the customer decides to change their mind about the design. In such cases, a new design would need to be purchased. Additionally, for hygiene reasons, we cannot accept returns for items worn close to the body, including sports bras, leggings and underwear.
Return Timeframe
Returns must be requested within 30 days of purchase.
Condition of Items
Items must be unused and in their original packaging. They may be opened for an initial inspection only.
Proof of Purchase
Proof of purchase is not required, as we will have the customer’s information on our system. However, photographic evidence of any damage is required to process the return.
Refund Methods
Refunds will be issued back to the original payment method (credit card). Customers may also opt to receive a discount for the same financial sum, redeemable against a future purchase.
Return Shipping Costs
We will cover return shipping costs. A prepaid shipping label will be provided for your convenience when available.
Faulty or Damaged Items
For defective or damaged products, we request that customers use a parcel service locker (e.g. InPost) to return the item.
International Orders
International returns are handled in the same way as domestic returns, with no differences in policy.
Processing Time
Refunds or exchanges will be processed within 7 working days after receiving the returned item.
Contact Information
To initiate a return, please contact us via email or our website form. We will guide you through the process and provide any necessary instructions or documentation.
We strive to ensure your satisfaction and appreciate your understanding of our policies. If you have any questions or concerns, please don’t hesitate to reach out to our customer support team using the email address sales@runbydesign.co.uk.