Return and Refund Policy

Last updated: [May 25, 2025]

Thank you for shopping at Runnershub. Our return and refund policies are designed to ensure a smooth and transparent process. Please read the following guidelines carefully to understand the conditions, procedures, and timeframes for returns, refunds, and exchanges.

Scope and Contact Information

If you have any questions regarding returns or refunds, feel free to contact us via one of the following methods:

  • Email: [[email protected]]

  • Phone: [+49 8131 779 95 26]

  • Address: [runnershub LTD, Brezkovska Street 31, 4003 Plovdiv, Bulgaria]

Policy Overview

  • Return period: 30 days from the delivery date

  • Refund processing time: 10 business days from receipt of the return

  • Return shipping costs: Customers are responsible for the direct cost of returning goods. However, for returns within Germany, you can use a free DHL return label available through our returns portal.

Order Cancellations

You can cancel your order before it has been shipped by contacting our customer service. If your order has already been dispatched, please follow the steps outlined in our return instructions below.

Return Conditions

We accept returns under the following conditions:

  • Return window: Items can be returned within 30 days of delivery.

  • Item condition: Items must be in their original, unused condition, with all tags attached and in the original packaging.
    Exceptions: Certain products, such as customized or personalized items and hygiene products (e.g., underwear), can only be returned if unopened and unused.

To initiate a return, please follow these steps:
Our goal is to offer you an optimal and hassle-free return process. For this purpose, we have developed our returns portal. For returns within Germany, you can generate a free DHL return label through the portal.

Packaging Your Return
Please pack the item securely, making sure all tags and the original packaging are included. Be sure to enclose the return authorization form.

Refund Policy

  • Refund approval: Once we receive and inspect your returned item, we will notify you of the approval status within three business days.

  • Processing time: Approved refunds will be issued to your original payment method within 10 business days. Please note that your bank or credit card provider may take additional time to process the refund.

  • Confirmation: You will receive a confirmation email once your refund has been processed.
    If you do not see the refund within the expected timeframe, please check with your bank. For further assistance, contact us at [email protected].

Exchange Policy
We do not offer exchanges. If you receive a faulty or defective item, we will provide a replacement if possible or refund your payment.
If you ordered the wrong size, please follow the return process and place a new order for the correct size.

Exceptions and Special Cases

  • Damaged or defective items: If your item arrives damaged or defective, please contact us within 24 hours. After review, we will offer a replacement or a full refund.

  • Incorrect item: If you receive the wrong product, please contact us immediately.

  • Lost packages: If your package does not arrive within the estimated timeframe, contact us so we can initiate an investigation with the shipping carrier.

Processing Times

  • Return window: Returns must be initiated and shipped within 30 days of receiving the item.

  • Inspection period: Returns will be inspected within 7 business days of receipt.

  • Refund issuance: Refunds will be issued within 10 business days after inspection to the original payment method.
    If the return lowers the order value below the threshold for free shipping or a discount code, the corresponding amount will be deducted from your refund. This also applies in the case of a return of the entire order.

Return Shipping Address
Please send approved returns to:

runnershub
Fulfillment e-xplosion GmbH
Carl-Gruner Str. 4
75177 Pforzheim
Germany

Contact Information

If you have further questions or need help with your return or refund, feel free to contact us:

  • Email: [email protected]

  • Phone: +49 8131 779 95 26

  • Address: runnershub LTD, Brezkovska Street 31, 4003 Plovdiv, Bulgaria

Returns from Switzerland

Important: When returning items, please ensure that the customs documents and invoice are clearly visible on the outside of the package so that customs can process it properly.

Swiss customers must register their return with customs through the ATLAS portal.

ATLAS is the electronic system used in Germany to handle international goods transactions. It is designed to simplify and automate the customs process.

If you're a customer in Switzerland wishing to return an item to Germany, please follow these steps:

  1. Contact the seller: Inform us of your intent to return an item. You can do this via our returns portal.

  2. Complete the customs declaration via ATLAS:

    • Collect all relevant return information, including an accurate description of the goods, their value and quantity, and shipping details.

    • Submit the return electronically through the ATLAS system.

    • Provide all required information such as product description, value, quantity, and customs tariff number.

    • Determine the correct customs tariff number for the returned items.

  3. Send the item back to us once all customs formalities are completed.

Contact

If you have any questions regarding your order, you can reach us:
Monday to Thursday: 08:00 AM – 05:00 PM
Friday: 08:00 AM – 03:00 PM

Email: [email protected]
Phone: +49 (0) 8131 779 95 26

Company Address

runnershub LTD
Brezkovska Street 31
4003 Plovdiv
Bulgaria

Returns Address
runnershub
Fulfillment e-xplosion GmbH
Carl-Gruner Str. 4
75177 Pforzheim
Germany