RETURNS & REFUNDS
Last updated: 17 July 2026
This Returns & Refunds Policy explains the procedures that apply when a customer wishes to cancel an online purchase, return a product, report a damaged, defective or incorrect order, or request a refund from Ultramarathon.shop.
Nothing in this Policy limits any mandatory rights available to consumers under applicable European Union or national consumer protection law.
1. CONTACT DETAILS
For questions about cancellations, returns, damaged products, incorrect orders or refunds, contact:
Email:
Please include your order number whenever contacting us about an existing order.
The correct return address and return instructions will be provided after your request has been reviewed.
Please do not send products to an address without first contacting us.
2. CANCELLING AN ORDER BEFORE DISPATCH
You may request cancellation of an order before it has been dispatched.
Contact us as soon as possible at:
Please include:
• Your full name.
• Your order number.
• The email address used for the order.
• A clear statement that you wish to cancel the order.
We will make reasonable efforts to stop the preparation and dispatch of the order.
Cancellation cannot be guaranteed after:
• The order has entered preparation.
• A shipping label has been created.
• The parcel has been transferred to the delivery provider.
• A custom, personalized or event-specific order has entered production or assembly.
If the order has already been dispatched, you may need to receive it and follow the return procedure described in this Policy.
3. CONSUMER RIGHT OF WITHDRAWAL
Consumers purchasing products online generally have the right to withdraw from the purchase contract without providing a reason within 14 calendar days.
The withdrawal period generally begins on the day after you, or another person nominated by you other than the carrier, physically receive the products.
Where several products from the same order are delivered separately, the withdrawal period generally begins after the final product has been received.
To exercise the right of withdrawal, you must inform us of your decision before the 14-day period expires.
You may do this by:
• Emailing support@ultramarathon.shop.
• Using the model withdrawal form available in our Terms & Conditions.
• Sending another clear written statement confirming your decision to withdraw.
You are not required to provide a reason when exercising a valid statutory right of withdrawal.
4. INFORMATION REQUIRED FOR A RETURN REQUEST
To help us process your request, please provide:
• Your full name.
• Your order number.
• The email address used for the order.
• The products and quantities you wish to return.
• The date on which the order was received.
• The reason for the return, where relevant.
• Photographs where the product is damaged, defective, opened, leaking or incorrect.
• Photographs of the external parcel and shipping label where relevant.
• The product batch number and expiry or best-before date where relevant.
A consumer exercising the statutory right of withdrawal is not required to provide a reason for changing their mind.
5. RETURN DEADLINE
After informing us of your decision to withdraw, you must return the products without undue delay and no later than 14 calendar days from the date on which you communicated your decision.
The deadline is met if the parcel is sent before the 14-day return period expires.
We recommend keeping:
• Proof of postage.
• The parcel tracking number.
• A copy of your return request.
• Photographs of the products and parcel before shipment.
The customer is responsible for the return parcel until it reaches the return destination, except where applicable law provides otherwise.
6. RETURN ADDRESS
The correct return address and instructions will be provided after you contact:
Please do not return products without prior communication and authorization, as this may delay identification and processing of the return.
The return address may be different from any administrative, registered or correspondence address displayed elsewhere on the website.
7. CONDITION OF RETURNED PRODUCTS
Products returned because the customer has changed their mind must be returned in their original condition, unused, unconsumed and, where applicable, unopened and with their original seal intact.
Products must be securely packaged and returned with all contents, labels, accessories and accompanying materials supplied with them.
The following products are not eligible for a change-of-mind return:
• Products that have been completely or partially consumed.
• Food, nutrition, hydration or supplement products that have been opened, unsealed, tasted or used.
• Products damaged after delivery through misuse, negligence, improper handling or incorrect storage.
• Products damaged because the customer failed to follow the manufacturer’s storage, preparation or usage instructions.
• Products with missing contents, accessories, labels or important packaging.
• Products that have been altered, contaminated, mixed with other substances or modified.
• Sealed products that are not suitable for return for health protection or hygiene reasons after their seal has been broken, where the statutory exception applies.
• Products liable to deteriorate or expire rapidly, where the statutory exception applies.
• Personalized, custom-made or specially prepared products where the statutory exception applies.
• Products that cannot be safely resold because of their condition after delivery.
Customers may inspect a product only to the extent reasonably necessary to establish its nature, characteristics and condition.
Where a returned product has been handled beyond what is reasonably necessary and its value has been reduced, we may deduct an amount corresponding to that reduction in value, as permitted by applicable law.
8. CONSUMED PRODUCTS
Products that have been completely or partially consumed cannot be returned because the customer changed their mind.
This includes, without limitation:
• Energy gels.
• Energy bars.
• Waffles.
• Drink mixes.
• Electrolyte products.
• Hydration products.
• Recovery products.
• Supplements.
• Purees.
• Beverages.
• Other edible or consumable products.
A refund will not be issued for a product merely because:
• The customer did not like its flavour.
• The customer changed their mind after tasting it.
• The product did not suit the customer’s personal preferences.
• The customer used the product incorrectly.
• The customer expected a different athletic or performance result.
• The customer did not test the product before an event.
This does not affect legal rights where the product was defective, unsafe, incorrectly supplied or not as described.
9. PRODUCTS DAMAGED BY THE CUSTOMER
Products damaged after delivery because of the customer’s actions, negligence or incorrect storage are not eligible for a change-of-mind return or refund.
Examples include damage caused by:
• Dropping, crushing or tearing the product or packaging.
• Exposure to excessive heat, moisture, direct sunlight or freezing conditions.
• Improper transportation or storage after delivery.
• Failure to securely close or store an opened product.
• Failure to follow the manufacturer’s instructions.
• Contamination after delivery.
• Use during training, racing or another activity.
• Normal wear and tear.
• Accidental damage after the customer received the product.
This section does not apply where the product was already damaged, defective, opened, leaking or unsafe when delivered.
10. PRODUCTS DAMAGED DURING DELIVERY
If a product arrives damaged, opened, leaking, crushed, tampered with or otherwise unsafe, do not consume or use it.
Contact us promptly at:
Please provide:
• Your order number.
• A description of the problem.
• Photographs of the outer parcel.
• Photographs of the shipping label.
• Photographs of the damaged product.
• Photographs showing any broken seal, leakage or damaged packaging.
• The batch number and expiry or best-before date where applicable.
Please keep the product, parcel and packaging until we have reviewed the case and provided instructions.
Depending on the circumstances, an appropriate solution may include:
• Replacement.
• Refund.
• Price reduction.
• Another remedy available under applicable law.
11. DEFECTIVE OR UNSAFE PRODUCTS
If you believe that a product is defective, contaminated, spoiled, unsafe or affected by a manufacturing problem, stop using or consuming it and contact us promptly.
Please provide:
• Your order number.
• The product name and variation.
• A detailed description of the issue.
• Photographs or video where useful.
• The batch or lot number.
• The expiry or best-before date.
• Details of how the product was stored.
• Details of when the product was opened or used.
We may request that the product and its packaging are retained or returned for investigation.
We may also share relevant information with the manufacturer, distributor, supplier or competent authority where necessary to investigate a product quality or safety concern.
This section does not provide medical advice. Where a customer believes that a product has caused a serious adverse reaction, the customer should seek appropriate medical assistance.
12. INCORRECT OR MISSING PRODUCTS
If you receive the wrong product, the wrong variation, an incorrect quantity or an incomplete order, contact us promptly.
Please provide:
• Your order number.
• The product ordered.
• The product received.
• The product or quantity that is missing.
• Photographs of the parcel and all contents.
• A photograph of the shipping label where useful.
After reviewing the issue, we may offer:
• Delivery of the correct or missing product.
• Replacement.
• Refund of the affected product.
• Another appropriate solution.
Do not consume or use an incorrectly delivered product if you have been asked to return it.
13. RETURN SHIPPING COSTS
Where a consumer exercises the right of withdrawal because they changed their mind, the customer normally bears the direct cost of returning the products.
Ultramarathon.shop will cover reasonable return costs where required by applicable law, including where the product is confirmed as:
• Defective.
• Damaged during delivery.
• Incorrectly supplied.
• Not as described.
The customer should not use an unusually expensive return method without obtaining prior approval.
We recommend using a traceable delivery service.
Original shipping costs are treated according to the refund rules described below.
14. PACKAGING A RETURN
Returned products must be packaged securely to prevent damage during transport.
Where reasonably possible, use:
• The original product packaging.
• The original shipping box or another suitable box.
• Protective packaging material.
• A clearly displayed return reference.
• A tracked delivery method.
Do not attach shipping labels directly to retail product packaging where this would damage it.
Ultramarathon.shop may not be responsible for damage caused by inadequate return packaging.
15. INSPECTION OF RETURNED PRODUCTS
All returned products may be inspected after receipt.
The inspection may verify:
• Whether the correct product was returned.
• Whether it has been opened or consumed.
• Whether the original seal remains intact.
• Whether the product was used.
• Whether the product has been damaged.
• Whether contents or accessories are missing.
• Whether the condition matches the return request.
• Whether the product was stored or handled improperly.
If a product is returned in a condition that does not qualify for a full refund, we will inform the customer.
Depending on applicable law and the circumstances, we may:
• Reduce the refund to reflect diminished value.
• Refuse a change-of-mind return where a legal exception applies.
• Ask the customer whether they wish to arrange collection of the rejected product at their own cost.
16. REFUNDS FOLLOWING WITHDRAWAL
Where a valid statutory withdrawal applies, we will refund payments received for the returned products.
Where the customer withdraws from the entire order, the refund will also include the cost of the least expensive standard delivery method offered for that order.
Any additional amount paid because the customer selected an express, premium or more expensive delivery method will not normally be refunded beyond the cost of standard delivery.
Refunds will normally be issued using the original payment method unless another method is expressly agreed.
We may withhold the refund until:
• We have received the returned products, or
• The customer provides acceptable evidence that the products have been sent back,
whichever occurs first.
Refunds will be processed without undue delay and within the period required by applicable law.
Banks and payment providers may require additional time to display the refund in the customer’s account.
17. PARTIAL RETURNS
Where only part of an order is returned, we will refund the value of the eligible returned products.
The original delivery charge will not normally be refunded where the customer keeps part of the order, unless required by applicable law.
If a promotional discount depended on a minimum order value, returning part of the order may affect the discount.
Where permitted by law, the refund may be recalculated to reflect the conditions of the original promotion.
18. PROMOTIONAL BUNDLES AND RACE PACKS
Products sold as a bundle, race pack or promotional set should normally be returned together where the customer wishes to withdraw from the entire bundle purchase.
If part of a bundle is:
• Missing.
• Opened.
• Used.
• Consumed.
• Damaged after delivery.
the customer may not be entitled to a full refund for the bundle.
Where individual products within a bundle have separate prices and can be returned independently, the refund will be calculated according to the conditions displayed at the time of purchase.
Custom or event-specific packs may be excluded from the right of withdrawal where they were personalized or specially prepared for the customer and the relevant statutory exception applies.
19. GIFTS AND DISCOUNT CODES
Refunds are based on the amount actually paid after discounts.
Promotional codes, vouchers and discounts have no cash value and are not refunded separately.
Where a returned product was provided free as part of a promotion, the free product may also need to be returned.
If the promotional conditions are no longer met after a partial return, the refund may be adjusted where permitted by law.
20. EXCHANGES
We do not guarantee direct product exchanges.
Where an exchange is available, it is subject to:
• Product availability.
• The condition of the returned product.
• Any price difference.
• Additional delivery costs.
• Destination restrictions.
In some cases, the customer may need to return the original product for a refund and place a new order.
Opened or consumed nutrition products cannot be exchanged because of flavour preference or personal suitability.
21. PRODUCTS PURCHASED BY BUSINESSES, CLUBS OR RACE ORGANIZERS
The statutory consumer right of withdrawal does not normally apply to purchases made primarily for business or professional purposes.
Returns for:
• Race organizers.
• Running clubs.
• Sports teams.
• Resellers.
• Companies.
• Other professional customers.
are governed by the applicable quotation, invoice, partnership agreement or written commercial terms.
Bulk, personalized, custom-packed or event-specific orders may not be cancelled or returned after preparation has begun, except where the products are defective, damaged, incorrect or another mandatory legal right applies.
22. PRODUCT RECALLS
If a product is subject to a safety notice or recall, affected customers should follow the instructions provided by Ultramarathon.shop, the manufacturer, distributor or competent authority.
Depending on the recall, customers may be asked to:
• Stop using or consuming the product.
• Retain the packaging.
• Provide the batch number.
• Return the product.
• Dispose of the product according to specific instructions.
An appropriate replacement, refund or other remedy will be provided where applicable.
23. ABUSE OF THE RETURNS PROCESS
We reserve the right to investigate return requests where there is reasonable evidence of:
• Fraud.
• False information.
• Repeated misuse.
• Deliberate product damage.
• Returning a different product.
• Removing or changing labels.
• Consuming most of a product and then requesting a refund.
• Claiming that a delivered product was missing when delivery records indicate otherwise.
• Unauthorized payment disputes.
Nothing in this section limits legitimate consumer rights.
24. PERSONAL PREFERENCES AND ATHLETIC PERFORMANCE
Individual reactions to taste, texture, nutrition products, hydration products and equipment can vary.
A product is not considered defective solely because:
• The customer dislikes the flavour or texture.
• It does not match the customer’s personal preference.
• It does not provide the expected athletic result.
• It does not prevent fatigue or gastrointestinal discomfort.
• It is not suitable for the customer’s individual race strategy.
• The customer used it without testing it during training.
Customers are responsible for reviewing product labels, ingredients, allergens, warnings and usage instructions before use.
Nutrition and hydration products should be tested during training before being used in a race or endurance event.
This does not affect legal rights where a product is defective, unsafe or not as described.
25. CHARGEBACKS AND PAYMENT DISPUTES
Customers should contact us before opening a payment dispute or chargeback so that we have an opportunity to investigate and resolve the issue.
Submitting a chargeback does not automatically remove the customer’s obligation to return products where a refund or withdrawal requires their return.
We may provide the payment provider with relevant records, including:
• Order confirmation.
• Delivery tracking.
• Customer communications.
• Return records.
• Proof of refund.
• Evidence relating to the transaction.
Nothing in this section restricts a customer’s lawful rights through their bank or payment provider.
26. CHANGES TO THIS POLICY
We may update this Returns & Refunds Policy to reflect changes to:
• Our products.
• Delivery or payment services.
• Website functions.
• Business operations.
• Consumer protection requirements.
• Applicable law.
The version applicable to a purchase will generally be the version available when the order was placed.
The latest version will be published on this page together with its most recent update date.
27. CONTACT US
For cancellations, withdrawal requests, returns, damaged products, missing products or refunds, contact: Ultramarathon.shop
Email: support@ultramarathon.shop
Please include your order number and relevant photographs where applicable.
The full legal identity and registered business information of the operator are available on our Legal Notice page.
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