Refund policy

Returns & Exchanges

Your right to cancel — online, phone and mail orders

If you ordered from twistedrunning.co.uk or by phone or email, you have the right to cancel without giving a reason. You can cancel from the moment you place your order until 14 days after the day you (or someone you nominate) receive the goods. If your order arrives in separate deliveries, the 14 days runs from the day you receive the last item. You may cancel all or part of an order.

To cancel, tell us clearly in writing before that period ends — email hello@twistedrunning.co.uk with your order number, use our returns portal above, or use the cancellation form at the end of this policy. Simply sending the goods back without telling us is not a cancellation.

You then have 14 days from telling us to send the goods back to: Twisted Running Limited, Arch 15, Viaduct Road, Altrincham WA14 4AB.

You must pay the cost of returning the goods to us. We recommend a trackable service and keeping your proof of postage.

We'll refund the price of the goods plus the standard outbound delivery charge. If you chose an upgraded or express delivery, we refund the cost of our cheapest standard delivery option only.

We refund within 14 days of the day we receive the goods back, or the day you give us proof you've sent them — whichever is earlier. We may withhold the refund until one of those happens. Refunds go to your original payment method, with no fee.

Trying items on

You're entitled to handle and try items on as you reasonably would in a shop, to check size, fit and how they work. Removing a swing tag to try a garment on is fine and won't affect your right to cancel.

Where goods have been handled beyond that — worn for training, washed, altered, soiled, damaged, or returned with odour, marks or pet hair — we may reduce your refund to reflect the loss in value. We photograph all returns on arrival and will explain any deduction to you in writing.

Items excluded from cancellation

Two categories are excluded by law:

Sealed hygiene items. Anything supplied with an intact hygiene seal — including garments with an integrated liner or brief, and underwear — can't be returned once that seal is broken. The seal is clearly marked. This doesn't apply if the item is faulty.

Custom and made-to-order items. Club kit, personalised garments, and anything printed or produced to your specification can't be cancelled or returned for change of mind, because each is made to your order. This doesn't apply if the item is faulty or not as described.

Our 30-day goodwill returns

Separately from, and in addition to, your legal rights above, we accept returns and exchanges up to 30 days from delivery as a matter of goodwill. Because this goes beyond what the law requires, we apply conditions: items must be unworn, unwashed, odour-free, in resaleable condition, and returned with all tags and original packaging. Goodwill returns are refunded excluding delivery charges, or exchanged, at our discretion. Return postage is yours. Nothing here reduces your statutory rights.

In-store purchases

Purchases made in person at our Altrincham store aren't covered by the cancellation rights above, which apply only to distance sales. We'll exchange or issue a credit note within 30 days on unworn, tagged items with proof of purchase, but we're not obliged to refund a change of mind. Your rights for faulty goods are unaffected.

Faulty, damaged, incorrect or misdescribed items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described.

If they aren't, you have a short-term right to reject for a full refund within 30 days of delivery. After 30 days, you're entitled to a repair or replacement; if that isn't possible or doesn't fix the problem, you can claim a price reduction or reject the goods for a refund. If a fault appears within the first 6 months, it's assumed to have been there at delivery unless we can show otherwise.

We pay the cost of returning faulty, damaged, incorrect or misdescribed goods. Contact hello@twistedrunning.co.uk and we'll arrange it.

Our print guarantee

In addition to your legal rights, we voluntarily guarantee our prints: if a print peels, cracks or otherwise fails within 6 months through normal use and correct washing, we'll repair, replace or refund free of charge. This covers worn items and sits alongside — not instead of — everything above. It doesn't cover fair wear and tear, accidental damage, misuse, or failure to follow the garment's care instructions.

Sizing

Every product page carries a size guide with garment measurements. Fit preference isn't a fault — but if an item measures materially outside our published size guide, treat it as faulty under the section above and we'll sort it.

Model cancellation form

To: Twisted Running , Arch 15, Viaduct Road, Altrincham WA14 5DU — hello@twistedrunning.co.uk

I hereby give notice that I cancel my contract of sale of the following goods: [ ]
Ordered on / received on: [ ]
Consumer name and address: [ ]
Signature (paper only) and date: [ ]

Questions? Email hello@twistedrunning.co.uk