Política de reembolso

Sometimes the right pair still needs a second try.

At OurTread, eligible products can be returned within 30 days of delivery, giving you time to check the fit, reconsider your choice, or request an exchange where another available size or colour works better.

This Policy explains how to start a return, what condition products should be in, how exchanges and refunds are handled, and what happens when something arrives damaged, defective or incorrect.

1. Returns at a Glance

Return detail	OurTread policy
Return window	30 days from delivery
Refund processing	Within 10 days after approval
Restocking fee	None
Change-of-mind return shipping	Customer's responsibility
Damaged, defective or incorrect items	Handled by OurTread
Exchanges	Accepted, subject to availability
Return address	Provided after return approval

Our 30-day return window is designed to provide additional flexibility. It does not replace or reduce any mandatory consumer rights that apply to your purchase.

2. Countries Covered

This Return & Refund Policy applies to eligible OurTread orders delivered to:

Australia, Belgium, Canada, Spain, France, Italy, Netherlands, New Zealand, Sweden, Switzerland, United Kingdom and United States.

3. How to Start a Return

If the product is not quite right, contact us within 30 days after receiving your order.

Send your request to contact@ourtread.com and include:

• Your order number

• The product you want to return

• The reason for the return

• Whether you would prefer a refund or exchange

• Photographs if the item is damaged, defective or incorrect

Once we have reviewed and approved the request, we will email you the appropriate return instructions and authorized return address.

Please do not send any product back before receiving authorization.

Our business address in West Bridgford is not automatically a return destination. Do not send products there unless our support team specifically instructs you to use that address.

4. Return Condition

A pair should have enough time on your feet to check the fit, without becoming part of the miles you put in.

For ordinary change-of-mind, fit or size returns, products should come back in a condition suitable for inspection and resale.

Items should generally be:

• Unused beyond what is reasonably necessary to inspect them

• Unwashed

• Free from stains, marks, odours or damage

• Returned with original tags where supplied

• Returned with original product packaging where reasonably possible

For footwear, trying the shoes on indoors on a clean surface is entirely reasonable when checking the size and fit.

Footwear being returned because of fit, size or change of mind should not have been worn outdoors or used for running, training or everyday wear.

Soles should remain clean and unmarked.

Where shoes were supplied in a branded shoe box, please keep the box in reasonable condition. The original shoe box should not be used as the outer shipping parcel, and shipping labels should not be attached directly to it.

These conditions do not limit any mandatory rights that apply when a product is faulty, damaged, incorrect or not as described.

5. Change-of-Mind, Size and Fit Returns

Not every pair feels the same once it is on your feet.

OurTread therefore accepts eligible voluntary returns within the 30-day period for reasons including:

• Change of mind

• Selecting the wrong size

• Preferring another colour

• The fit not being suitable

For these voluntary returns, the customer is responsible for the cost of sending the product to the authorized return destination.

OurTread does not charge a restocking fee.

We strongly recommend using a tracked return service and keeping your proof of postage until the return has been fully completed.

For a customer-arranged return, the parcel remains your responsibility while it is travelling back to the authorized destination, subject to any protections available under applicable law.

6. Sale and Discounted Products

A reduced price does not mean reduced basic return options.

Eligible sale and discounted items may be returned under the same 30-day OurTread return policy, provided they meet the relevant return conditions.

Any mandatory rights relating to faulty, damaged or misdescribed discounted products remain unaffected.

7. Exchanges

Sometimes the product is right and only the size or colour needs to change.

OurTread accepts exchanges for eligible products where the requested replacement is available.

To request an exchange, email contact@ourtread.com with:

• Your order number

• The product being returned

• The size or colour you would like instead

For voluntary size or colour exchanges, you are responsible for returning the original item to the authorized destination.

Once the return has been received and approved, we will arrange the replacement subject to stock availability.

If the requested option is no longer available, we will let you know. You may then choose an available alternative where appropriate or receive a refund instead.

If you want a completely different product rather than another variation of the same item, returning the original item and placing a new order may be the simplest option.

8. Damaged, Defective or Incorrect Items

Your order should arrive ready for what comes next, not with a problem already attached to it.

Please contact us as soon as reasonably possible after discovering the issue if:

• An item arrives damaged

• A product appears defective

• You receive the wrong item

• You receive the wrong size

• You receive the wrong colour

• You receive a different variant from the one ordered

Please provide:

• Your order number

• A brief explanation of the issue

• Clear photographs of the product

• Photographs of the packaging or shipping label where relevant

Keep both the product and its packaging while we review the matter.

Where the issue is confirmed as an OurTread, fulfilment or product fault, we will provide an appropriate solution.

Depending on the circumstances, this may include:

• A replacement

• A refund

• Another remedy available under applicable law

For confirmed damaged, defective or incorrect items, you will not be expected to pay reasonable return costs where OurTread or applicable consumer law makes those costs our responsibility.

Depending on the destination and circumstances, we may provide a return label, arrange the return directly or explain an appropriate reimbursement process.

There is no automatic 24-hour reporting deadline that removes consumer rights you would otherwise be entitled to exercise.

9. When Your Return Arrives

Once your return reaches the authorized destination, it will be inspected before the refund or exchange is completed.

We may check:

• That the correct product was returned

• That it matches the approved return request

• That the condition meets the applicable return requirements

• That relevant packaging, components or accessories are included

If anything further is needed, our team will contact you.

Where a voluntarily returned product shows use or damage beyond what is reasonably necessary to inspect it, this may affect eligibility or the refundable amount where permitted by applicable law.

10. Refunds

Once your return has been received, inspected and approved, OurTread will process the refund within 10 days.

Refunds are normally issued to the original payment method used for the purchase.

After we submit the refund, your bank, card issuer or payment provider may need additional time before the funds become visible in your account.

If more than 15 days have passed since we confirmed that the refund was processed and you still cannot see it, please contact us so we can review the available transaction information.

11. What Will Be Refunded?

For an approved return, the refund will normally include the eligible product amount originally paid for the returned item.

OurTread does not charge a restocking fee.

Because supported OurTread orders receive free shipping, there is normally no original standard shipping charge to deduct from the refund.

For products that are damaged, defective, incorrect or otherwise non-conforming, any additional amount that must be refunded under applicable consumer law will also be handled accordingly.

12. International Returns

Customers across all OurTread-supported markets may request a return using the same process described in this Policy.

The appropriate return destination will be provided only after your request has been reviewed and authorized.

Return locations may differ depending on the order and fulfilment arrangement, so please do not guess or independently choose a return address.

For voluntary international returns, the customer is responsible for return shipping costs unless:

• We tell you otherwise, or

• Applicable law requires a different arrangement

International return postage can vary considerably by destination and carrier. We therefore recommend checking the cost beforehand and using a tracked shipping service.

If you would like information about the return destination applicable to your market before placing an order, contact our support team and we will provide the information currently available for your location.

13. Taxes, Customs Duties and Import Charges on Returns

OurTread's shipping framework is designed so that customers are not required to pay separate taxes, customs duties, import taxes or customs-clearance charges in addition to the final checkout amount.

These charges are either included in the product price or covered by OurTread.

Where a return affects the treatment of any tax, customs or import-related amount included in the original transaction, it will be handled according to the circumstances of the return and any applicable legal requirements.

14. Lost Return Parcels

For voluntary returns arranged by the customer, using a tracked service is strongly recommended.

Please retain:

• Your tracking number

• Proof of postage

• Return receipt

• Relevant carrier documentation

If a customer-arranged return is lost before reaching the authorized destination, we may need proof that the parcel was sent before determining the available next step.

Where OurTread arranged the return transport directly, we will work with the relevant carrier if the parcel goes missing while being returned.

15. Order Cancellations

Returns and cancellations apply at different stages of an order.

If your order has not yet progressed too far through fulfilment, you may be able to request a cancellation before waiting for delivery.

Cancellation requests are governed by our separate Cancellation Policy.

Once an order has already been dispatched, the return process described in this Policy will normally apply instead.

16. Your Consumer Rights

OurTread's 30-day return policy is intended to make the process more flexible, not to replace protections already provided by law.

Depending on where you live, you may have additional rights when products are:

• Faulty

• Damaged

• Incorrect

• Not as described

• Not of satisfactory quality

• Otherwise not compliant with applicable consumer requirements

Nothing in this Policy is intended to exclude, waive or restrict consumer rights that cannot legally be excluded or limited.

17. Need Help With a Return?

The right fit sometimes takes another attempt. If your order needs to come back, our aim is to keep the process as straightforward as the purchase itself.

Email: contact@ourtread.com
Phone: +44 7848479367
Address: 36 Cranford Gardens, West Bridgford, Nottingham, England, NG2 7SE, UK

Please remember that this is our business contact address and should not be used for returns unless specifically authorized by our team.

Support hours

Monday to Friday: 9:00 AM – 4:30 PM (UTC+0)
Saturday and Sunday: 10:00 AM – 2:00 PM (UTC+0)

Email support is available seven days a week.

When a pair needs to take a different route, we want every step — from the first return request to the final refund or exchange — to remain clear.