Refund Policy - brooksrunningusshop

At brooksrunningusshop, we want you to be completely satisfied with your purchase of running shoes and apparel. This Refund Policy outlines the terms and conditions for requesting a refund, including eligibility criteria, application procedures, refund timelines, and related considerations. By making a purchase on our website, you agree to comply with the provisions of this policy.

1. Eligibility for Refunds

You may be eligible for a refund if you meet the following conditions:

• The request is submitted within 30 calendar days from the date you receive the product. Beyond this period, we will not process refund applications unless there are special circumstances (e.g., product quality issues discovered later, subject to verification).

• The product is in unused, undamaged, and resellable condition, with all original tags, labels, packaging, and accessories (e.g., shoe boxes, dust bags, care instructions) intact. Products that have been worn, washed, altered, or damaged by the customer are not eligible for a refund.

• The product is not marked as "Final Sale" or "Non-Refundable". Such products are explicitly excluded from refund eligibility unless they have inherent quality defects.

• Refund requests are supported by valid proof (e.g., order number, product photos, delivery receipt) to verify the purchase and product condition.

2. Scenarios Eligible for Refunds

We offer refunds in the following specific scenarios, provided the above eligibility conditions are met:

• Product Quality Defects: The running shoes or apparel have manufacturing defects (e.g., broken seams, defective zippers, uneven sole cushioning, material discoloration) that affect normal use, and the defect is not caused by improper use or accidental damage.

• Wrong Product Delivery: We mistakenly send you a product that does not match the order (e.g., wrong size, wrong color, wrong model of running shoes).

• Missing Items: Your order is missing one or more products as confirmed by the order details and delivery records.

• Customer Change of Mind: You change your mind about the purchase within the 30-day return window, and the product meets the "unused and intact" condition (note: return shipping costs for this scenario are borne by the customer).

3. Refund Application Process

To apply for a refund, please follow these steps:

1. Initiate the Request: Send an email to our customer service team at [email protected].

2. Order number and date of purchase;

3. Product name, model, size, and quantity for which a refund is requested;

4. Detailed reason for the refund, along with supporting materials (e.g., photos/videos of product defects, proof of wrong delivery).

5. Review and Approval: Our customer service team will review your refund request within 24 business hours (excluding weekends and public holidays). If additional information is needed, we will contact you via email. Once the request is approved, we will send you a Return Authorization (RA) number and the designated return shipping address.

6. Return the Product: Package the product securely, clearly mark the RA number on the outer package, and ship the product to the designated address within 7 calendar days of receiving the RA number. Please retain the shipping tracking number for future reference.

7. Inspection and Verification: Upon receiving the returned product, our quality inspection team will verify the product condition, defect status (if applicable), and completeness of accessories within 3-5 business days.

8. Refund Processing: If the inspection confirms that the refund conditions are met, we will process the refund immediately. The refund will be issued to your original payment method (e.g., credit card, PayPal, debit card).

4. Refund Timelines and Amounts

• Refund Timeline: After the refund is approved, the processing time depends on your payment method and financial institution. Generally, refunds will be credited to your account within 5-7 business days for credit card/payPal payments. If you do not receive the refund within this period, please contact your payment provider or our customer service team for verification.

• Refund Amount: For refunds due to our errors (e.g., quality defects, wrong delivery, missing items): We will refund the full product price plus the original shipping cost (if any). We will also reimburse the reasonable return shipping cost (please provide the shipping receipt for reimbursement).

• For refunds due to customer change of mind: We will refund the full product price, but the original shipping cost (if any) is non-refundable. The return shipping cost is borne by the customer.

• Deductions for Damages: If the returned product has minor damage (e.g., slight scratches on the shoe box) that does not affect resale, we may deduct a reasonable handling fee (no more than 10% of the product price) from the refund amount. If the damage is severe and affects resale, we will reject the refund request and may return the product to you at your own expense.

5. Exceptions to Refunds

Refunds will not be provided in the following cases:

• Products marked as "Final Sale", "Clearance", or "Non-Refundable" (unless they have inherent quality defects).

• Products that are damaged due to improper use, accidental damage, negligence, or failure to follow care instructions (e.g., running shoes damaged by rough terrain beyond normal use, apparel shrunk due to incorrect washing).

• Products with missing original tags, packaging, or accessories, or products that have been worn, washed, altered, or customized (unless customization errors are caused by us).

• Refund requests submitted after the 30-day return window without valid special reasons.

• Returns without prior approval (i.e., no RA number) or returns sent to an incorrect address.

• Gift cards, digital products (if any), or free promotional items.

6. Special Notes

• Return Shipping Responsibility: As specified in Section 4.3, the party responsible for return shipping costs depends on the reason for the refund. Please choose a traceable shipping method when returning the product to avoid lost packages.

• Lost or Damaged Returns: If the returned product is lost or damaged during shipping, the responsibility is borne by the party who paid for the shipping. We recommend purchasing shipping insurance for high-value products.

• Order Cancellations: If you wish to cancel an order before it is shipped, please contact us immediately. If the order has not been processed, we will issue a full refund. If the order has already been shipped, you will need to follow the normal refund process after receiving the product.

• Policy Updates: We reserve the right to update or adjust this Refund Policy in accordance with laws, regulations, or business changes. The updated policy will be posted on our website with a new effective date. Your continued use of our services after the update indicates your acceptance of the revised terms.

7. Contact Us

If you have any questions, concerns, or need assistance with a refund request, please contact our customer service team at:

Email: [email protected]

We will respond to your inquiry within 24 business hours and work to resolve your issue promptly.