Refund policy


Online Purchases

Returns or exchanges for online purchases may be completed in-store or through our online portal. See return & exchange conditions by product to make sure your items are eligible.

Start your return or exchange >

What is Checkout+?

Our Checkout+ offer is intended to give you peace of mind with your order. If, for any reason, your item is lost, damaged, or stolen, we will gladly replace your full purchase. Additionally, if you need to make a return, we will include a free return label with your order.

If you decide not to purchase the Checkout+ offer, you can still return your items, but you will be responsible for the cost of the return shipping label.

All returns are subject to the guidelines outlined in our Return Policy.

Regular Priced Merchandise

Returns

  • You can receive a full refund when starting the return process within 14 days of the confirmed delivery date or store-credit on an e-gift card within 30 days from the confirmed delivery date. After 30 days, we will no longer accept returns.

Exchanges


Sale Merchandise

Returns

  • Sale items marked with a discount less than 50% can be returned for store credit on an e-giftcard if the return process is started within 30 days of the confirmed delivery date. Sale items marked with a discount of 50% or greater are final sale.

Exchanges

In-Store purchases

Purchases made in-store can only be returned in-store. Please see Return & Exchange Conditions by product to make sure your items are eligible.


Regular Priced Merchandise

Returns

  • You can receive a full refund to the original form of payment within 14 days of the original purchase date. Within 30 days of purchase, returns are eligible for store-credit.

Exchanges

  • You are eligible for an exchange within 30 days of the original purchase

Sale Merchandise

Returns

  • Sale items marked with a discount less than 50% can be returned for store credit on a giftcard within 30 days purchase. Sale items marked with a discount of 50% or greater are final sale.

Exchanges

  • Sale items marked with a discount less than 50% can be exchanged within 30 days of purchase. Sale items marked with a discount less than 50% can be returned for store credit on an e-giftcard within 30 days purchase.

How to Mail Back Online Return

To start an online return, please go to our return portal here.

Once we receive and inspect the product in-store, we will process the return. You will receive an email notification regarding this, and please note that refunds can sometimes take up to 10 business days to appear on your bank statement. If you are receiving store credit, we will email the gift card to the email used to place the original order. eGift cards do not expire and can be used in-store or on your next online purchase.


Return & Exchange Conditions

Footwear

Must be in new condition with no wear evident on the soles, interior or uppers. To qualify for return, shoes must be accompanied by the original box and any packaging included.

Rackets

To be eligible for return for refund, the plastic wrap on the handle has not been removed and the racket has not been strung. No refunds on strung rackets. If the racket has been strung or used, under special exception, one-time only and with management approval, exchange for credit may be possible with a 20% restocking fee on original purchase price of racket.

Pickleball Paddle

To be eligible for return for refund, the plastic wrap on the handle has not been removed and the paddle has not been played with.  If the paddle has been used, under special exception, one-time only and with management approval, exchange for credit may be possible with a minimum 20% restocking fee on original purchase price of paddle. 

Before you purchase a pickleball paddle, please review the specific manufacture warranty info as well as our return policy. Warranties are in place to remedy abnormal breakage from normal use or for manufacturer defects.

Clothing

Items must be in new condition, unwashed and unworn. All original tags must be attached.

Other products

Can be returned if unopened in original manufacturer’s packaging and with original tags. The following items are final sale and not eligible for return or exchange:

  • Sale items marked at 50% off or greater

  • Gels, Bars and other “fuel” product

  • Water Bottles

  • Underwear


Gift Cards

Gift Cards may not be redeemed for cash or refunded. All returned items purchased using a gift card will be refunded as store credit back onto a gift card. Gift cards do not expire.


Price Adjustment Policy

If a regularly priced, in-stock item is reduced in price within 14 days of the date you purchased it, you are entitled to a price adjustment. You will receive a store credit for the difference between the original purchase price and the sale price.

We do not offer price adjustments for special sales or other time-sensitive promotions.

To receive a price adjustment, you must come into the store with the receipt or in the case of online orders, email us at info@racketsandrunners.ca.