Returns & Refunds

Due to the specialist nature of our products we understand the importance of a correct fit and sometimes you will need to return items to us.

During the statutory cancellation period, you may handle an item only as much as would reasonably be permitted in a shop to establish its nature, characteristics and fit. For example, footwear should be tried on indoors on a clean surface. We may reduce the refund to reflect any loss in value caused by handling beyond what is reasonably necessary. This may include footwear worn outdoors or products returned marked, damaged or incomplete. Returns made under our extended policy, rather than your statutory cancellation rights, must be unused, in their original condition and packaging, with all labels attached. We will also need to see proof of purchase.

Please note we treat faulty items separately (see section below).

At this time we do not offer direct exchanges. If you need a different size or item, please return the original item for a refund and place a new order.

Our website continually updates stock availability however as our availability changes daily, if you want a different size or item, we recommend you place a new order for the alternative item as soon as possible and return the original order for a refund.

Returns

In addition to your statutory rights, we offer a 28-day returns period.

For online purchases, you have the legal right to cancel an eligible order by notifying us within 14 days beginning the day after delivery. You then have a further 14 days to return the goods. Our extended returns policy also allows eligible items to be returned within 28 calendar days of delivery, subject to the conditions below.

To be eligible for return under our extended 28-day returns policy, items must be unused, in their original condition and original packaging, with all tags and labels attached. Please also provide proof of purchase, such as a receipt or online order confirmation. These additional conditions do not restrict your statutory cancellation rights.

To help us identify and process your return promptly, please email us at move@kinisirunhub.co.uk and provide your order number and reason for return. Our team will review your request and advise on how to return your item(s). (Please note this is not a condition of exercising your statutory cancellation rights). Please securely package the item(s) and include a note with your name and order number. Send it back to us at the following address:

Kinisi Run Hub
2 Imperial Arcade
East Street
Bristol
BS3 4HH

Alternatively, you can return your orders by visiting us in-store.

Customers are responsible for return shipping costs unless the item is faulty. We strongly recommend using a tracked returns service to ensure your return reaches us safely and should anything go wrong you have postal insurance.

Refunds

If you return your item(s) to our store, we can process your refund immediately.

If you return your item(s) by post, we will review your return and notify you via email that we have received your item(s) and the status of your refund.

If you cancel and return your entire order in accordance with your statutory cancellation rights, we will refund the price paid for the goods and the cost of our standard delivery service. If you selected a more expensive delivery option, we will refund only the amount equivalent to our standard delivery charge.

If you ordered multiple items and are returning only some of them, then we will only refund the cost of the item(s) being returned. If you return only part of an order, the original delivery charge will not normally be refunded.

Please note that accepted returns are refunded to your original method of payment. We will issue an eligible refund to your original payment method without undue delay and no later than 14 days after receiving the returned goods or receiving evidence that you have sent them back, whichever occurs first. Your bank or payment provider may take additional time to show the credit in your account. If you are unsure about anything please contact us at move@kinisirunhub.co.uk or 0117 363 5944.

Faulty Items

We carefully inspect every item prior to dispatch, however if you find a fault or your item is not as described, please email us at move@kinisirunhub.co.uk to describe the issue and include your order number. You can also call us on 0117 363 5944 to discuss the fault and we will advise the best way to deal with your issue.

If an item is faulty, not as described or not of satisfactory quality, you are entitled to the remedies provided by the Consumer Rights Act 2015. Depending on the circumstances and time since purchase, this may include a refund, repair or replacement.

We may inspect the item and, where helpful, obtain information from the manufacturer, but this does not affect your statutory rights. We will cover reasonable return costs for goods confirmed as faulty, incorrect or not as described.

Non-Refundable Items

The following items cannot be returned under our change-of-mind policy once opened or unsealed, unless they are faulty, not as described or otherwise covered by your statutory rights:

• Sealed goods that are not suitable for return for health-protection or hygiene reasons, once the seal has been broken.
• Opened nutrition and hydration products.
• Personalised or custom-made products.

Sports bras and underwear may be returned if they have only been tried on as reasonably permitted in a shop and remain unworn, unwashed, unmarked and complete with their original labels.

Gift cards purchased online may be cancelled within 14 days of purchase, provided they have not been redeemed or used, either in full or in part. Please contact us at move@kinisirunhub.co.uk if you wish to cancel an unused online gift card. Once a gift card has been redeemed or partially used, it cannot be cancelled or refunded unless required by law.

Gift cards purchased in-store are non-refundable unless faulty or otherwise required by your statutory rights.

If you are unsure whether an item is eligible for return please contact us at move@kinisirunhub.co.uk or 0117 363 5944.

Cancellations

If you contact us before your order has been dispatched, we will make every reasonable effort to cancel it before shipment. Please call us on 0117 363 5944 and email move@kinisirunhub.co.uk so that we have a written record of your request.

If the order has already been dispatched, you may still exercise your statutory cancellation rights for eligible goods by notifying us within 14 days beginning the day after delivery and returning the goods within a further 14 days.

Where we cancel an order before dispatch, we will issue the refund promptly to your original payment method. Your bank or payment provider may take additional time to show the credit in your account.

Contact Us

If you have any questions please feel free to either email us at move@kinisirunhub.co.uk or call us at 0117 363 5944 and one of our team will gladly assist you.

You can also visit our store:

Kinisi Run Hub
2 Imperial Arcade
East Street
Bristol
BS3 4HH