Refund policy

1. Return and refund policy

Returns

We want you in the right gear. If something isn't working out, you have 30 days from the date you receive your order to return it.

To be accepted, items must be:

  • Unused and in the condition you received them
  • In their original packaging, with all tags and labels attached
  • Accompanied by proof of purchase (order number or invoice)

Shoes

Trying shoes on is the whole point, so go ahead — indoors, on a clean surface, exactly as you would in the shop. Shoes that have been worn outdoors, on a treadmill, or on any abrasive surface can't be returned. The shoebox is part of the product: please don't tape or write on it, and return it inside your shipping packaging.

Items we can't accept back

  • Nutrition, gels, drink mixes and any consumable product, once opened
  • Socks, inners and underwear, once the packaging is opened
  • Items damaged through use, accident or normal wear
  • Sale and clearance items, unless the item is defective

How to return something

  1. Email gerhard@ultra360.co.za with your order number and what you'd like to return. Tell us whether you want a refund, an exchange or store credit.
  2. We'll confirm your return and give you the return address.
  3. Pack the item securely and courier it back to us at your own cost. Returns are shipped to us — we don't collect.
  4. Keep your waybill number. Until the parcel reaches us it's still your responsibility, so please use a tracked courier service.

Return address: Ultra 360, 30 Louw Wepener, Bloemfontein, 9301

Refunds

Once your return arrives and passes inspection, we'll let you know and process your refund to your original payment method within 10 business days. Depending on your bank, it can take another few days to reflect. Original shipping charges are not refunded unless the item was defective or we sent you the wrong thing.

Exchanges

Wrong size, or the fit isn't right? Email us and we'll reserve the replacement while your return is in transit, subject to stock. You cover the courier cost of sending the item back; we cover the cost of sending the replacement out.

Faulty, defective or incorrect items

If an item is defective, or we sent you something you didn't order, tell us within 7 days of delivery and we'll make it right at our cost — including the return courier. Send photos to gerhard@ultra360.co.za and we'll arrange it.

Separately, the Consumer Protection Act gives you 6 months from delivery to return goods that are unsafe, defective, or not fit for their intended purpose, for a repair, replacement or refund at your election. This is your right regardless of the 30-day window above. Normal wear and tear on running shoes is not a defect — midsoles and outsoles are consumable and wear down with mileage.

Cooling-off right

Under section 44 of the Electronic Communications and Transactions Act, you may cancel an order placed on this website without reason and without penalty within 7 days of receiving the goods. Return the goods to us in their original condition at your own cost, and we'll refund you within 30 days of cancellation.

Order cancellations

If your order hasn't been dispatched yet, email us and we'll cancel it and refund you in full. Once it's with the courier, please use the returns process above.