Understanding the On Running return policy is the first step to shopping with confidence. Whether you’re trying their innovative CloudTec soles for the first time or you’re a longtime fan, knowing how returns work makes the whole process simple.
This guide breaks down everything you need to know about returning shoes and gear to On. We’ll cover the timeframes, condition requirements, and step-by-step instructions to get your refund or exchange handled smoothly.
On Running Return Policy
At its core, the On Running return policy is designed to be straightforward and customer-friendly. They offer a generous window for you to test your gear. You have 30 days from the date your order is delivered to initiate a return. It’s important to note that this is for items purchased directly from On’s official website or their retail stores.
The policy applies to most products, including running shoes, apparel, and accessories. All items must be in their original, unworn condition with all tags still attached. The product must also be in its original packaging. This ensures that the item can be resold as new to another customer.
What Can Be Returned?
Most items from On are eligible for return within the 30-day period. Here is a quick list of what typically qualifies:
* Running Shoes: All models, including Cloud, Cloudmonster, and Cloudsurfer.
* Apparel: T-shirts, shorts, tights, jackets, and singlets.
* Accessories: Socks, hats, and bags.
* Equipment: Items like the Cloudboom running spikes.
However, there are some important exceptions to be aware of. Certain products cannot be returned for hygiene or safety reasons once their packaging is opened.
What Cannot Be Returned?
Before you start the return process, check if your item is on this list. Non-returnable items generally include:
* Face masks or any opened hygiene-related products.
* Gift cards or e-gift cards.
* Personalized or customized products.
* Items that have been worn, washed, or damaged after delivery.
* Products purchased from third-party retailers (you must contact that store directly).
If you bought your On shoes from a store like REI or a local running shop, you’ll need to follow that retailer’s specific return policy, which is often even more lenient.
Condition Requirements for a Successful Return
To ensure your return is accepted without any hangups, the item’s condition is key. On is pretty clear about this, and following these rules will get you your refund faster.
* Unworn: The shoes should have no signs of wear on the soles or upper. Apparel must not have any stains, odors, or signs of use.
* Original Tags Attached: All hangtags, price tags, and labels must be still connected to the product.
* Original Packaging: Try to return the item in the box or bag it came in. For shoes, this means the original shoebox.
* All Included Items: Don’t forget to put back any extra laces, dust bags, or documentation that was included.
A common mistake is trying to return shoes after a short test run on pavement. Even a quick run around the block is considered “worn” and will likely result in your return being rejected.
Step-by-Step Return Process
Initiating a return with On is done digitally through their website. Here’s exactly how to do it, step by step.
1. Log Into Your Account: Go to the On website and sign into the account you used to make the purchase. If you checked out as a guest, you’ll need your order number and email address.
2. Find Your Order: Navigate to “My Orders” or “Order History” in your account dashboard.
3. Select the Item: Click on the order containing the item you wish to return. You can usually select specific items from an order if you don’t want to return everything.
4. Choose Return Reason: You’ll be asked to select a reason for the return from a dropdown menu (e.g., size, fit, style, etc.).
5. Generate Your Label: On will provide you with a prepaid return shipping label. You can print this label at home.
6. Pack the Item Securely: Place the item with all tags and original packaging into a shipping box. Seal it well.
7. Attach the Label: Affix the printed return label clearly on the outside of the box, covering or removing any old labels.
8. Drop Off the Package: You can drop the box off at the designated carrier (usually UPS or DHL) location. Be sure to get a drop-off receipt for your records.
Processing Timelines and Refunds
Once you’ve dropped off your return, here’s what happens next and when you can expect your money back.
First, the carrier transports your package back to On’s return warehouse. This can take 5-10 business days depending on your location. After the warehouse receives your return, their team needs to inspect it. This inspection process to verify the condition typically takes 3-5 business days.
After your return is approved, On will process your refund. The time it takes for the refund to appear in your account depends on your original payment method:
* Credit/Debit Cards: 5-10 business days after approval.
* PayPal: 3-5 business days after approval.
* Gift Card/Store Credit: Usually issued within 24 hours of approval.
You will recieve an email confirmation at each major stage: when the return is initiated, when it’s received, and when the refund is issued. Keep an eye on your inbox (and spam folder) for these updates.
Exchange Policy and Procedures
On primarily operates on a “return and repurchase” model rather than direct one-for-one exchanges. This means the fastest way to get a different size or color is often to process a return and then place a new order for the correct item.
This approach has a couple benefits. It allows you to use any new discount codes on your fresh order. It also lets you secure the new item immediately instead of waiting for the entire exchange cycle to complete, which can prevent your desired size from selling out.
If you need assistance or the item is out of stock, contacting On’s customer service is the best course of action. They can sometimes help facilitate a direct exchange or notify you when an item is back in stock.
International Return Considerations
If you’re returning an item from outside the country you ordered from, there are a few extra things to keep in mind. The 30-day return window still applies, but shipping times will be longer. You are responsible for any customs duties or taxes incurred on the original shipment; these are typically not refundable.
The return label provided might be for a local carrier in your region. Be sure to follow the instructions carefully. International refunds can also take several additional days to process through banks. Always retain your customs documentation and return tracking number when shipping internationally.
Warranty and Damaged Items
The standard return policy is for change-of-mind returns. But what if your On product has a manufacturing defect? This is where On’s warranty comes in.
On products are covered by a two-year warranty from the date of purchase against material and workmanship flaws. This is seperate from the 30-day return window. If you discover a defect like a sole separating unexpectedly or a seam unraveling prematurely, you should contact customer service directly.
For damaged items received upon delivery, contact On within 7 days of receipt. Provide clear photos of the damage and the packaging. They will usually offer a replacement or refund quickly, as this is considered a fulfillment error on their part.
Frequently Asked Questions (FAQ)
How long is the On return policy?
You have 30 days from the delivery date to start a return for items in new, unworn condition.
Can I return worn On running shoes?
No, the On running shoes return policy requires items to be completely unworn with original tags attached. Lightly worn shoes for testing are not accepted.
Does On offer free returns?
Yes, On provides a prepaid return shipping label for returns within the policy guidelines for orders placed on their website.
How long do On refunds take?
After your return is received and inspected (about 3-5 business days), refunds are processed. It can then take 5-10 business days for the funds to show on your credit card statement.
Can I return On items to a store?
Yes, if you purchased the items directly from an On retail store, you can return them to that store. Online purchases can also often be returned to a brand store, but it’s best to call and confirm first.
What if I bought my On shoes from another retailer?
You must follow the return policy of the retailer you bought them from (e.g., REI, Dick’s Sporting Goods, etc.). Their policies are often different and may be more flexible.
What is On’s warranty policy?
On offers a two-year warranty against defects in materials and workmanship. This is handled through their customer service team, not the standard return portal.
What do I need to include in the return box?
Include the item in its original, unworn state, with all tags attached, and inside the original packaging if possible.
My return package is lost. What should I do?
Use the tracking number from your drop-off receipt to monitor the package. If it shows no movement for an extended period, contact the carrier first, then reach out to On customer service with your details.
Can I exchange an item for a different size?
The fastest method is to process a return and then place a new order for the correct size. For help, you can contact customer service.
Shopping for performance running gear should feel risk-free, and a clear return policy makes that possible. By understanding the 30-day window, the importance of keeping items unworn, and following the digital return steps, you can shop On’s collection with total confidence. Always double-check the condition of your items before sending them back, and keep your tracking information handy. If you ever have a unique situation or a product defect, reaching out to their customer service team is the best way to find a solution.