Customer Support

Warranty & Product Assurance Policy

At Runsoncloud, we stand behind the quality of every product we sell. We partner with trusted brands to ensure your gear performs as expected—and when it doesn’t, we’ll work with you to make it right.

If you believe you’ve received a defective item or experienced a quality issue within the warranty window, please review the guidelines below and contact us for assistance.

📧 Email: info@runsoncloud.com

📞 Phone: 646-772-2328

General Warranty Timeframes

Running Shoes & Trainers
30-Day Limited Warranty (manufacturer defects only).
Does not cover normal wear, misuse, improper care, exposure to extreme conditions, or cosmetic damage (e.g., scuffs, stains, outsole abrasion).

Apparel & Accessories
30-Day Manufacturer Warranty for defective stitching, seams, zippers, snaps, or material failure.
Excludes damage from improper washing, drying, tailoring/alterations, or general wear and tear.

Fitness Equipment & Recovery Tools
Warranty length varies by brand and product type (e.g., massage guns, rollers, balance tools).
Check the product page or contact us for brand-specific terms.

Racquet Sports Products
Coverage differs between tennis, pickleball, badminton, and squash.
Many tennis racquets include a 1-year limited manufacturer warranty for frame defects; squash frames often have more limited coverage due to gameplay conditions. Contact us for model-specific guidance.

Note: Some brands require claims to be processed directly through them. We’ll advise you on the fastest route once we review your case.

How to Submit a Warranty Request

Email info@runsoncloud.comwith:

Order number (or proof of purchase)
Photos/videos clearly showing the issue (overall + close-ups)
Brief description of the defect and when it occurred
Preferred resolution (repair, replacement, or refund/store credit if eligible)

After review, we’ll issue a Warranty Case ID and, if needed, provide return instructions.

Please note:

Items returned without prior authorization may be delayed or refused.
Products must be clean, dry, and securely packaged.
Transit damage caused by inadequate packaging may void eligibility.
Remove personal items (insoles, orthotics, string from reels, etc.) unless requested.

What Happens Next

Claims within 30 days of delivery
Runsoncloud will inspect. If approved, we’ll arrange a replacement or refund/store credit per policy.
Claims after 30 days (within brand warranty period)
We may forward the item to the manufacturer for evaluation. If approved, the brand may repair, replace, or issue store credit according to their policy.

Typical processing for manufacturer evaluations is 4–6 weeks (varies by brand and season). Approved replacements carry the remainder of the original warranty term.

If a claim is declined, we will return the product with a written explanation.

Special Notes for Racquet Warranty

Do not return covers or cases unless they are part of the claim.
Frames submitted after 30 days may be returned unstrung by the brand.
If you’d like the replacement pre-strung, include your string preference and pre-payment details when we confirm approval.

What’s Not Covered (Common Exclusions)

Normal wear and tear (outsole wear, midsole compression, fabric pilling)
Improper use, abuse, accidents, cuts, chemical exposure, heat damage
Improper care/cleaning (e.g., machine-washing non-washable items)
Unauthorized repairs or modifications
Fit or comfort issues beyond standard return/exchange windows
Lost or stolen items
Final-sale or clearance items (unless defective on arrival)

Manufacturer Warranty Coverage

For specialty equipment (e.g., stringing machines, massage guns, ball machines, GPS/heart-rate devices), coverage varies by brand in duration and scope. Refer to the product listing or contact us for exact terms before submitting a claim.