Return and Refund Policy

This Refund Policy applies exclusively to merchandise orders placed through itswhywerun.com.

Refunds or deferrals relating to Why We Run events are governed separately under our Event Terms & Conditions and Deferral Policy.
Event-related payments (including event tickets) are not covered by this Refund Policy.

 

1. Made-to-Order and Pre-Order Items

Most products sold through our store are pre-order or made-to-order.
Each garment is produced individually once the pre-order window closes (typically 7–14 days).

As such, we cannot offer standard returns, exchanges, or cancellations once production has begun.
Please double-check all sizing and product details before confirming your order.

This approach helps reduce waste, supports ethical production, and maintains fair pricing for our community.

 

2. Cancellations

Orders can only be cancelled before the pre-order window closes.
After this period, your order is sent to our apparel partner BRAV Endurance for production and cannot be changed or cancelled.

 

3. Faulty, Incorrect, or Damaged Items

If your item arrives damaged, faulty, or not as described, please contact shop@itswhywerun.com within 7 days of delivery, including your order number and clear photos of the issue.
We will assess the claim and, where appropriate, arrange for a replacement or refund.

Please do not return any item before contacting us.

 

4. Non-Returnable Items

We cannot accept returns or issue refunds for:

• Incorrect size or fit (as products are made to order)
• Change of mind after production has begun
• Gift cards or downloadable products

This is consistent with the UK Consumer Contracts Regulations, which exempt custom-made or personalised goods from standard right-to-cancel provisions.

 

5. Refunds (if approved)

If a refund is approved, it will be processed back to your original payment method.
Please allow 5–10 business days for funds to appear in your account, depending on your payment provider.

 

6. Klarna Purchases – Refunds and Adjustments

If you paid using Klarna, your refund will be processed via Klarna and returned to your original payment method.
For partial refunds, Klarna will adjust your remaining balance or upcoming instalments accordingly.

Refund timing is determined by Klarna’s processes after we issue the refund.
For further details, you can review Klarna’s own terms and privacy pages

Questions about instalments or billing should be directed to Klarna.
For product or order-related issues, please contact shop@itswhywerun.com.

 

7. Shipping Costs

UK orders include free shipping.
International customers are responsible for the shipping charges displayed at checkout.

We do not reimburse customs duties, import taxes, or international postage fees on returns, unless an item is confirmed faulty.

 

8. Exchanges

We do not offer size or colour exchanges on made-to-order items.
If you need a different size in future, please place a new order when pre-orders reopen.

 

9. Contact Information

For any questions about a merchandise order, please contact:
shop@itswhywerun.com

For all event-related questions, including injury deferrals, date transfers, or refund eligibility, please refer to the dedicated Event Terms & Conditions and Deferral Policy pages on our website.

 

Last updated: 16 October 2025