Refund policy
Last updated: February 2026
We want you to be happy with your purchase. This policy outlines how we handle returns, exchanges, and refunds for both physical products and session bookings.
1. Session Bookings
Cancellations by You
- 48+ hours before session: Full refund or reschedule at no charge
- 24–48 hours before session: Reschedule only (no refund), subject to availability
- Less than 24 hours / no-show: No refund or reschedule
Cancellations by RunTheWall
- If we cancel a session for any reason (maintenance, staffing, safety), you will receive a full refund or the option to reschedule at a time that suits you.
Late Arrivals
- Sessions start at the scheduled time. Late arrivals will receive the remaining session time only. No refunds or extensions are provided for late arrivals.
2. Physical Products (Apparel, Drinkware, Equipment)
Faulty or Damaged Items
- If you receive a product that is faulty, damaged, or not as described, contact us within 14 days of delivery.
- We will arrange a replacement or full refund (including shipping costs) at no extra charge to you.
- We may request photos of the fault or damage before processing.
Change of Mind
- We accept change-of-mind returns within 14 days of delivery, provided:
- The item is unused, unworn, and in its original condition with all tags attached
- The item is in its original packaging
- You are responsible for return shipping costs on change-of-mind returns.
- Once we receive and inspect the returned item, we will issue a refund to your original payment method. Shipping costs from the original order are non-refundable.
Items Not Eligible for Return
- Items that have been worn, washed, altered, or damaged by you
- Items marked as final sale or clearance
- Gift vouchers and session passes (see Section 4)
3. Equipment (Spotter Mat Pro & Similar)
Due to the size and nature of our equipment products:
- Faulty items: Contact us within 14 days of delivery. We will arrange repair, replacement, or refund.
- Change of mind: Must be returned in original packaging, unused. Buyer is responsible for all return shipping costs. Due to freight size, return shipping may be significant — please contact us for a quote before returning.
- Inspection on delivery: We strongly recommend inspecting equipment upon delivery and noting any damage with the courier at the time of receipt.
4. Gift Vouchers & Session Passes
- Gift vouchers and session passes are non-refundable.
- Gift vouchers are valid for 12 months from date of purchase, in accordance with Australian Consumer Law.
- Unused value on a gift voucher cannot be exchanged for cash.
5. How to Request a Return or Refund
1. Email us at [your email] with:
- Your order number
- Description of the issue (and photos if applicable)
- Whether you'd like a refund, replacement, or exchange
2. We will respond within 2 business days with instructions.
3. Do not return items without contacting us first — we need to provide a return address and any required details.
6. Refund Processing
- Refunds are issued to the original payment method used at checkout.
- Please allow 5–10 business days for the refund to appear on your statement after we process it.
- If you paid via gift voucher, the refund will be issued as store credit.
7. Exchanges
- We offer exchanges for a different size or colour, subject to availability.
- Contact us at [your email] to arrange an exchange.
- If the replacement item is a different price, we will charge or refund the difference.
8. Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law. If a product has a major failure, you are entitled to a replacement or refund. If a product has a minor failure, we are entitled to choose between providing a repair, replacement, or refund.
9. Contact Us
For all returns, refunds, and exchange enquiries:
Run The Wall Pty LtdUnit 22, 108 Old Pittwater Rd, Brookvale, NSW 2100
Email: sales@runthewall.au
Phone: 04 839 69-69-9
Website: runthewall.au