Short version: Every RunReps shirt is made to order, so we can’t accept returns for change of mind or sizing. But if your order arrives damaged, defective, misprinted, or doesn’t arrive at all, we’ll replace it or refund you. You have 30 days to let us know.
Last updated: 20 May 2026
How our products are made
Every item in the RunReps shop is printed to order by our fulfilment partner, Printful. Nothing sits in a warehouse with your name on it. When you order, it gets printed and shipped from the Printful facility closest to your address.
Because every order is personalised and made for you specifically, it falls outside the standard right to cancel under UK Consumer Contracts Regulations 2013 and Article 16(c) of EU Directive 2011/83/EU. In plain terms: you can’t return it just because you’ve changed your mind, and we can’t restock it.
That doesn’t mean you’re stuck if something’s wrong. Read on.
What we’ll refund or replace
We’ll cover the cost of a refund or replacement if:
- The item arrived damaged in transit
- The item is defective (stitching, fabric flaws, anything that shouldn’t be there)
- The print is wrong, misprinted or significantly different from what you ordered
- The package was lost in transit and never delivered
- We sent you the wrong item, size or colour
You must let us know within 30 days of receiving the item (or, for lost packages, within 30 days of the estimated delivery date).
What we can’t cover
We can’t refund or replace orders for:
- Wrong size ordered. Please check the size chart on each product page before you buy. We can offer a paid replacement at cost if you’d like to order again in a different size.
- Change of mind / buyer’s remorse. Made-to-order goods are exempt from the standard right of return.
- Wrong shipping address. If you give us an address the courier can’t deliver to, the order will be returned to the Printful facility. You’ll need to cover the cost of a reshipment.
- Unclaimed packages. If a package goes unclaimed and is returned to sender, you’ll need to cover the cost of a reshipment. Unclaimed returns get donated to charity after 30 days.
- Damage caused after delivery. Wear, washing damage, or accidental damage once the item is in your hands.
How to report a problem
Email us at hello@runreps.com with:
- Your order number
- A short description of the issue
- Photos of the item showing the problem (damaged area, misprint, defect — clear and well-lit)
- For lost packages: your shipping address and the date you ordered
We’ll respond within two working days, sort out a refund or replacement, and update you when it’s on the way. Replacements ship free.
Size exchanges
We don’t offer free size exchanges. If you’d like a different size, you’re welcome to place a new order. The original item is yours to keep, gift, or donate.
This isn’t us being awkward — it’s a practical limit of made-to-order. There’s no warehouse to swap an item from, and shipping a printed shirt back across borders for reprinting doesn’t help anyone.
Refund timing
Approved refunds are processed to your original payment method within 5 to 10 working days, depending on your bank or card provider.
Your statutory rights
Nothing in this policy affects your statutory rights as a consumer under UK or EU law, including rights to a remedy for goods that are not as described, not of satisfactory quality, or not fit for purpose.
If you’re in the EU and believe Article 16 doesn’t apply to your situation, contact us and we’ll review the case individually.
Questions
Email hello@runreps.com. A real person reads it and usually replies the same day.