RETURNS & REFUNDS
Last updated: September 2026
At Ultramarathon.shop, we want you to shop with confidence.
This Returns & Refunds Policy explains the conditions under which products purchased through Ultramarathon.shop may be returned, refunded or replaced.
For any questions regarding a return or refund, please contact us at:
1. 14-Day Right of Withdrawal
If you are a consumer located in the European Union, you generally have the right to withdraw from an online purchase within 14 days from the day you receive your order, without having to provide a reason.
To exercise your right of withdrawal, you must inform us of your decision before the 14-day period expires.
Please contact:
and include:
Your full name
Your order number
The product or products you wish to return
A clear statement that you wish to withdraw from the purchase
EU consumers generally have 14 days after receiving goods to exercise the right of withdrawal for distance purchases.
2. Returning Products After Withdrawal
After informing us that you wish to exercise your right of withdrawal, you must return the eligible products without undue delay and, in any event, within 14 days from the date on which you informed us of your decision to withdraw.
Before sending any return, please contact:
We will provide you with the appropriate return instructions and return address.
Please do not send a return without first contacting us, as the appropriate return destination may depend on the order or product.
3. Condition of Returned Products
You may inspect a product to the extent reasonably necessary to establish its nature, characteristics and functioning, similar to what would normally be possible in a physical store.
Where possible, products should be returned:
Complete
With all included accessories or items
With labels and packaging
In a condition consistent with reasonable inspection
If a product has been handled beyond what is necessary to establish its nature, characteristics and functioning, we may be entitled to reduce the refund to reflect any resulting loss in value.
4. Nutrition, Food, Hydration and Recovery Products
Ultramarathon.shop sells products including sports nutrition, energy products, hydration products and recovery products.
The statutory right of withdrawal may not apply to certain products where an exception provided by applicable law applies.
This may include, for example:
Goods that are liable to deteriorate or expire rapidly
Certain sealed goods that are not suitable for return for health protection or hygiene reasons once their seal has been opened after delivery
Where no statutory exception applies, an unopened and eligible product may still qualify for return under the 14-day right of withdrawal.
Opening a product does not automatically remove statutory rights in every case; the applicable legal exception must apply.
5. Return Shipping Costs
When you return an eligible product because you have simply changed your mind and are exercising your right of withdrawal, the direct cost of returning the product is your responsibility.
We strongly recommend using a tracked shipping service and keeping your proof of shipment until your refund has been completed.
EU rules allow the customer to bear the direct return cost for a withdrawal when the customer has been informed of this in advance.
6. Original Delivery Costs
When you validly exercise your statutory right of withdrawal, we will refund the payments required by applicable law, including the cost of our least expensive standard delivery option offered for the original order.
If you selected a more expensive or premium delivery method, any additional cost above our standard delivery option may not be refundable.
7. Damaged, Defective or Incorrect Products
If you receive:
A damaged product
A defective product
An incorrect product
A product that does not correspond to your order
please contact us as soon as possible at:
Please include:
Your order number
A description of the problem
Clear photographs of the product where appropriate
Photographs of the packaging where relevant
Do not return the product before contacting us.
If the product is confirmed to be defective, damaged, incorrect or otherwise non-conforming, we will provide appropriate instructions.
Where required by applicable consumer law, the customer will not be charged the reasonable costs necessary to return a defective or non-conforming product. EU rules provide consumers with remedies for faulty or non-conforming goods without cost to the consumer.
8. Statutory Legal Guarantee
Nothing in this Returns & Refunds Policy limits or excludes your statutory consumer rights.
Under EU consumer rules, consumers generally benefit from a minimum two-year legal guarantee for goods that are defective, do not function as expected or do not correspond to their description.
Depending on the circumstances and applicable law, remedies may include:
Repair
Replacement
Price reduction
Full or partial refund
The appropriate remedy depends on the circumstances, the nature of the product and applicable consumer law.
9. Refunds
Where a valid right of withdrawal applies, we will reimburse the applicable payments within 14 days from the date on which we are informed of your decision to withdraw.
For returned goods, we may withhold reimbursement until:
We have received the returned goods, or
You provide evidence that you have sent the goods back
whichever occurs first, where permitted by applicable law.
Refunds will normally be made using the same payment method used for the original transaction, unless another method is expressly agreed.
No additional fee will be charged by Ultramarathon.shop for processing the refund.
10. Refund Processing Times
Once a refund has been issued by Ultramarathon.shop, the time required for the funds to appear in your account may depend on your:
Bank
Card issuer
Payment provider
These processing times are outside the direct control of Ultramarathon.shop.
11. Exchanges
We do not currently guarantee direct product exchanges.
If you would like a different:
Product
Size
Flavour
Variation
please contact:
Depending on the circumstances, the simplest procedure may be to return the eligible item and place a new order.
12. Race Packs and Bundles
Where products are sold together as a Race Pack, bundle or promotional set, the products may constitute a single commercial package.
If you wish to return a Race Pack or bundle under the right of withdrawal, you may be required to return all items included in the package where they were sold as a single product or bundle.
If part of a bundle is defective, damaged or incorrect, please contact:
and we will provide the appropriate instructions.
13. Promotional Products and Gifts
If an order includes a free promotional product or gift that was provided as part of a specific purchase promotion, that item may also need to be returned if the qualifying purchase is returned in full.
If the promotional item is not returned, where legally permitted, its value may be taken into account when calculating the applicable refund.
14. Business and Professional Purchases
The statutory consumer right of withdrawal generally applies to consumers, rather than purchases made strictly for business, professional, commercial or resale purposes.
Different conditions may therefore apply to business-to-business purchases.
If you have placed an order on behalf of a business, organisation, club or other professional entity, please contact:
15. Refused or Uncollected Deliveries
Failing to collect an order or refusing delivery does not necessarily constitute a valid exercise of the statutory right of withdrawal.
If you wish to cancel or withdraw from an eligible purchase, you should clearly notify us at:
If an order is returned to us because it was not collected or delivery could not be completed, any refund and associated shipping costs will be handled in accordance with applicable law and the circumstances of the order.
16. Return Address
For security, operational and logistics reasons, the return address is not displayed on this page.
Before returning any product, please contact:
We will provide you with the appropriate return address and instructions for your specific order.
Please do not send products to an address obtained from another source without first contacting us.
17. Model Withdrawal Form
If you wish to exercise your statutory right of withdrawal, you may use the following form. Use of this exact form is not mandatory.
To: Ultramarathon.shop
Email: info@ultramarathon.shop
I hereby give notice that I wish to withdraw from my contract of sale for the following goods:
Order number:
Product(s):
Order date:
Date received:
Customer name:
Customer email:
Date:
You may send your withdrawal request electronically to:
18. Contact Us
If you have any questions regarding returns, refunds, damaged products or your consumer rights, please contact us:
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