Refund policy

RETURNS 

We are happy to accept returns for unwanted items within 28 days of delivery.

Please read the following conditions carefully before returning your items:

  • Online orders can be returned to our warehouse or to our stores, however, if purchased via PayPal or Klarna then we can only tend an exchange to the same value from a store.
  • In store purchases can be returned to any Up & Running shop.
  • If returning to our warehouse, you are responsible for returning the item(s) to us. We recommend that you obtain sufficient postal insurance for the value of the goods returned in case your item goes missing on its way back to us. 

We'll refund all items which: 

  • Are returned to us within 28 days of receipt. 
  • Are returned to us in perfect condition (not worn or used outside), in their original and undamaged packaging and with the labels attached. Shoe boxes should not be taped up and put in the post – they must be returned in the outer packaging.
  • Any items which are not in a clean, dry, and hygienic condition will be returned to the customer and will not be eligible for a refund.
  • For health and hygiene reasons, we are unable to accept the return of any item that has been worn, particularly underwear and socks. 
  • Multibuy items: If you purchase a multibuy offer and return part of your initial purchase, you will only be refunded the difference between the price paid for multibuy and the price of the single returned item. e.g. Multibuy price paid £140 for 2 pairs, price for single pair is £79.99, refund for one returned pair is £60.01.

Your statutory rights are not affected by any of the above conditions.  

HOW TO RETURN ONLINE ORDERS (only available for online purchases)

Please pack your parcel up securely and return it in the outer packaging (i.e. shoe boxes must not be taped up and posted back). Include the delivery note with the reason for return clearly stated. Mark the reason for the refund on your returns form. Log your return and follow the instructions. You need to pay the postage costs to return your parcel. We recommend that you obtain sufficient postal insurance for items above £100 in case your item goes missing on its way back to us. Refunds will be made via the original payment method. If you have any enquiries about returning your item, please email customerservices@upandrunning.co.uk.

RETURN  ADDRESS 

Returns Department 

Up & Running (UK) Ltd 

11a East Park Road 

Harrogate 

HG1 5QT 

HOW TO RETURN ONLINE (only available for online purchases)

  • Please pack your parcel up securely and return it in the outer packaging (i.e. shoe boxes must not be taped up and posted back). 
  • Include the delivery note with the reason for return clearly stated. 
  • Mark the reason for the refund on your returns form.
  • You are responsible for returning the item(s). We recommend that you obtain sufficient postal insurance for the value of the goods returned in case your item goes missing on its way back to us. 
  • Refunds will be made via the original payment method. 
  • If you have any enquiries about returning your item, please email customerservices@upandrunning.co.uk.

HOW TO RETURN IN STORE (available for products bought in store or online)

If an item was purchased in store then it needs to be returned to an Up & Running store. Please ensure: 

  • The item is returned within 28 days of purchase. 
  • The item is returned in perfect condition, (not worn or used outside) with original packaging and labels. 
  • For health and hygiene reasons, we are unable to accept the return of any item that has been worn, particularly underwear and socks. 
  • Refunds will be made via the original payment method. 
  • In store purchases cannot be returned to our warehouse.

Your statutory rights are not affected by any of the above conditions. 

EXCHANGES 

We do not offer exchanges – all returns will be refunded provided they meet the terms and conditions outlined above.

BUNDLES / FREE GIFT RETURNS 

  • For a full refund, please ensure all items from the bundle deal or free gift promotion are returned. 
  • Partial bundle returns will be refunded pro-rata. 
  • Free gifts must be returned with their parent product in order to receive a full refund, otherwise, the parent product will be refunded minus the free gift RRP value. 
  • Free gifts are not refundable on their own. 

REFUNDS 

  • We'll refund your item via your original payment method, minus the delivery fee. 
  • We try our best to process all refunds within 48 hours of receipt, however, during busy periods allow up to 7 working days for your refund. 
  • When we've completed your refund, we'll send you an email to let you know. 
  • We will only (where applicable) refund reasonable postage costs up to the value of £4.99 if there is a fault found with an item. Please contact us via e-mail at; customerservices@upandrunning.co.uk.
  • Gift vouchers cannot be redeemed or refunded for a cash balance (except where required by law). Gift vouchers cannot be exchanged or resold. Any unused balance cannot be transferred to another gift card or redeemed as a cash refunds.

CHRISTMAS REFUNDS

  • Our return policy has been extended*. Any purchases made online or in store between 2nd November and 24th December 2025 can be returned up until 27th January 2026. For purchases made from 25th December 2025 onwards, our normal refund policy will apply. 

    *Extension may not apply or vary in franchise stores. For our full refund and terms and conditions visit upandrunning.co.uk. 

Terms and Conditions apply: Any refunds will be made after goods have been received and inspected. Proof of postage required.

BROOKS RUN HAPPY GUARANTEE 

If you have purchased a Brooks product with us, this is covered by their 90 Day Brooks Run Happy guarantee.  In this instance, if you are not satisfied with the Brooks product, there are 90 days to return the item to us, with its original packaging and receipt of purchase. We will then issue a refund on the return of the product. If you have any questions with regards to the Brooks 90 day Run Happy guarantee, please email; customerservices@upandrunning.co.uk and we will endeavour to get back to you as soon as possible.