Warranty Information

Warranty & Product Assurance Policy

At onsrun, we stand behind the quality of the products we offer. We work closely with top brands to ensure that your gear performs as expected—and when it doesn’t, we’re here to help make it right.

If you believe you’ve received a defective product or experience a quality issue within the warranty window, please review the information below and reach out to us directly for guidance.

📧 Email: support@onsrun.com
📞 Phone: (518) 870-8550
📍 Showroom Address: 1927 Flatbush Ave, Brooklyn, NY 11234

General Warranty Timeframes

Running Shoes & Trainers:
30-Day Limited Warranty (manufacturer defects only). This does not cover normal wear, misuse, improper care, or cosmetic damage such as scuffs or sole abrasion.
Apparel & Accessories:
30-Day Manufacturer Warranty for defective stitching, seams, or material failure—not including damage from improper washing or wear and tear.
Fitness Equipment & Recovery Tools:
Warranty duration varies by brand. Please refer to the product’s specific detail page or contact us for more information.
Racquet Sports Products:
Warranty terms vary between tennis, squash, and pickleball gear. While many tennis racquets carry a 1-year limited manufacturer warranty, squash racquets often do not due to gameplay conditions. Email us for frame-specific support.

How to Submit a Warranty Request

To begin the process, please contact our team with the following:

Your order number and photos showing the issue
A brief description of the defect or concern
Preferred outcome (repair, replacement, or refund if eligible)

After review, we’ll provide a Warranty Case ID and return instructions if a physical return is necessary.

Please note:

Items returned without prior authorization may be delayed or refused
Products must be clean and securely packaged when returned
Damaged returns due to poor packaging may void warranty eligibility

After Your Warranty Claim is Received

Claims submitted within 30 days of purchase will be inspected by our team. If approved, a replacement or refund will be issued promptly.
Claims submitted after 30 days may be forwarded to the product’s manufacturer for evaluation. If approved, they may choose to repair, replace, or issue store credit depending on the situation.

This process may take 4–6 weeks, depending on brand policy. If a replacement is approved, it will carry the remainder of the original warranty term.

If a claim is declined by the brand, the original product will be returned to you with an explanation.

Special Notes on Racquet Warranty Claims

Please do not return racquet covers unless they are also defective
Racquet frames sent in for replacement after 30 days may be returned unstrung
If you’d like the replacement strung, please include string preference and pre-payment along with your claim

Manufacturer Warranty Coverage

For specialty equipment like stringing machines, massage guns, or ball machines, manufacturer warranties may vary in duration and scope. Please review the product listing or reach out to our team for brand-specific details.

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