Refund policy

Returns, exchanges & refunds

Changed your mind? You have 30 days.

If you’re not happy with your purchase, you can return it within 30 days of receiving it for a refund or exchange, as long as it’s:

  • unworn and unused (shoes tried on indoors are fine)
  • in its original packaging, with tags attached
  • accompanied by your receipt or order number

Faulty items: covered for 6 months

If something you bought from us has a manufacturing defect within 6 months of purchase, you can choose a repair, replacement or refund, as set out in the Consumer Protection Act. This applies to all items, including sale items, and you don’t need the original packaging.

To help us sort it out quickly, bring the item in or send us photos. We may need to assess it, or send it to the brand for assessment. Normal wear and tear is not a defect: for example worn outsoles or uppers after regular running, damage from misuse, or shoes used for an activity they weren’t designed for.

How to return an item

  1. Contact us first at sales@durbanrunner.co.za or 031 312 6486, with your order number, so we can process your return quickly.
  2. Return it:
    • In store (free): bring it to 351 Lilian Ngoyi Road, Windermere, Durban (Monday–Friday 8:30am–5pm, Saturday 9am–2pm).
    • By courier: for change-of-mind returns, the return shipping is at your cost. For faulty or incorrect items, we’ll arrange and pay for the collection.

Refunds

Once we’ve received and checked your return, we’ll let you know if it’s approved. Approved refunds go back to your original payment method within 7–14 business days. Payflex purchases are refunded through Payflex.

Exchanges

Exchange in store, or return the original item and place a new order online.

Items we can’t accept back (unless faulty)

  • Gift cards
  • Nutrition and hydration products that have been opened, or are past their best-before date
  • Socks, insoles and other personal-care items once worn or opened
  • Sale items
  • Custom or special-order items

RunEasi gait assessments

Need to change your booking? Contact us at least 24 hours before your appointment and we’ll reschedule at no charge.

Received a damaged or wrong item?

Check your order when it arrives, and contact us as soon as possible at sales@durbanrunner.co.za or 031 312 6486. We’ll put it right at no cost to you.