Refund policy
The First-Run Promise
We build Re. to be run in, so you should be able to judge them on an actual run, not just in the mirror. Take your Re.'s for a real run, and if they're not right for you, return them within 30 days for a refund or exchange, even if you've already worn them.
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in returnable, undamaged condition, with all original components included (lenses, case, pouch, and any inserts). Thanks to the First-Run Promise, items don't need to be unworn. You're welcome to have run in them. We just can't accept items that are broken, badly scratched, or damaged in any way. You'll also need the receipt or proof of purchase.
How to start a return
Starting a return takes about a minute, and you do it yourself:
- Log in to your account at reyourrun.com.au/account, using the same email you ordered with.
- Open the order you'd like to return.
- Select "Request return," choose the items you're sending back and a reason, then submit.
- Once we approve your request, we'll email you the return instructions and the address to send your items to.
If you have any trouble with the self-serve portal, just email us at team@reyourrun.com.au and we'll help you get the return started. Items sent back to us without first requesting a return through your account cannot be accepted.
Whilst we hope to change this in the future, please note that we will only cover the cost of shipping a return if the item is defective, damaged, or if you receive the wrong item. If you would like to exchange the item or return it for any other reason, you will need to pay for shipping yourself.
You can always contact us for any return question at team@reyourrun.com.au.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Duties and taxes
Duties and taxes paid to your local authority are non-refundable by us.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in returnable, undamaged condition, with all original components included. You'll also need the receipt or proof of purchase.
Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we've approved your return, please contact us at team@reyourrun.com.au.
